Specialist Solution Management

Canadian National Railway Company • Montréal-Est, QC

2d • Onsite

About The Position

As an Operations Management Specialist, you will lead teams responsible for ensuring operational performance, stability, and continuous improvement of assigned service offerings across pre‑production and production environments. You will oversee incident, problem, change, and service request management to ensure services consistently meet defined SLAs, KPIs, security, and compliance standards. The Operations Manager drives automation, observability, operational readiness, and cost efficiency, and works closely with Product, Delivery, Delivery, Agile Release Trains (ARTs), and vendors to embed operational excellence throughout planning, delivery, and ongoing support.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
• Minimum 10–15 years overall IT experience
• Minimum 5+ years’ experience in IT operations, including coordination or oversight of managed service teams
• Strong customer‑service orientation and stakeholder management skills
• Ability to communicate effectively with senior management
• Ability to communicate complex technical concepts in user‑friendly language
• Strong problem‑solving, prioritization, and decision‑making skills
• High‑energy, results‑driven leadership mindset
• Excellent written, verbal, listening, and interpersonal skills
• Experience supporting 24/7 production environments and on‑call models
• SAP functional knowledge (e.g., HR, SuccessFactors, Finance, Procurement, or related domains)
• Understanding of SAP infrastructure and technical environments
• Knowledge of end-to-end enterprise business processes

Responsibilities

• Provide day‑to‑day leadership and direction to managed service partners to ensure effective execution of operational activities
• Coordinate and align vendor teams supporting pre‑production and production environments
• Foster strong collaboration and communication across CN teams, vendors, and stakeholders
• Ensure clear expectations, accountability, and alignment with operational priorities and service outcomes
• Support onboarding and knowledge transfer activities to maintain continuity and operational effectiveness
• Promote continuous improvement and knowledge sharing across delivery, support, and vendor teams
• Ensure operational execution aligns with defined SLAs, KPIs, and performance objectives
• Own and prioritize incident, problem, and escalation management to minimize business impact
• Lead root cause analysis and drive remediation and defect reduction initiatives
• Drive automation, observability, and tooling improvements to improve operational health and efficiency
• Ensure service continuity and disaster recovery readiness, including execution of RPO/RTO testing
• Ensure ITIL practices are followed across incident, problem, change, and release management
• Ensure production changes adhere to formal change control processes
• Maintain IT asset compliance, license adherence, inventory accuracy, and lifecycle management
• Ensure ServiceNow service and CI mapping data integrity
• Produce and report operational metrics, KPIs, and stability insights
• Review business and project requests to confirm operational feasibility and cost implications
• Provide operational input during intake, planning, and delivery phases
• Define and validate operational transition and readiness requirements for new and changed services
• Ensure projects transition into operations in compliance with support, security, and operational standards
• Coordinate operational resource requirements with project and product teams
• Consult on backlog prioritization, lifecycle work, and defect remediation within ARTs
• Actively contribute to sprint planning and ongoing operational improvement initiatives
• Foster strong, trusted relationships with business partners and internal stakeholders
• Provide effective day‑to‑day operational leadership and support oversight
• Act as the primary operational escalation point and communication authority during major incidents
• Manage vendor and partner relationships, including performance tracking and issue resolution
• Ensure alignment and communication with business and I&T leadership during outages and key events
• Manage vendor contracts, renewals, performance metrics, and invoice approvals
• Manage operational budgets, cloud consumption, and cost optimization initiatives
• Track and report total cost of ownership (TCO) and current cost of ownership (CCO)
• Ensure compliance with CN IT standards, SOX policies, TSA, Transport Canada, and regulatory requirements
• Participate in audits, oversee patch management, and ensure timely remediation of vulnerabilities
• Ensure security policies and standards are applied across all production systems

What This Job Offers

• Job Type: Full-time
• Career Level: Senior