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Added 13 mins ago
CI
Project Support Officer
Cuso International
Halifax, NS
- Volunteer
Support the Project Coordinator with various project-related activities as required to meet program goals and deliverables. This includes providing general assistance for special projects…
Added 13 mins ago
S
Dietitian, Complex Care - BC Children’s Hospital
Sanya’k̓ula
Vancouver, BC
- Full-time
…This temporary role is a unique and exciting opportunity to support the delivery of brand new services for this patient population, with the potential for permanent employment at BC…
Added 28 mins ago
NT
Director of Brands
Nature's Touch Inc.
ON
- Full-time
Manage the brand budget, track brand financial performance, and recommend investments across campaigns, shopper marketing, consumer communications, and events based on measurable results
Added 43 mins ago
A
Skywise - Business Applications & Development Tools Manager
Airbus
Waterloo, ON
- Full-time
…Applications (spanning HR, Finance, Procurement, Sales, and Support) and internal Development Tools across NAVBLUE. The Manager provides direction for internal stakeholders when refining…
Added 58 mins ago
TG
Senior Executive Assistant
Trivium Group
Canada
- Full-time
Support deals and partnerships: pipeline follow-up in HubSpot and contracts in PandaDoc/DocuSign
Added 1 hour ago
A
Skywise - Business Applications & Development Tools Manager
Airbus
Waterloo, ON
- Full-time
…Applications (spanning HR, Finance, Procurement, Sales, and Support) and internal Development Tools across NAVBLUE. The Manager provides direction for internal stakeholders when refining…
Added 1 hour ago
M
RQ00825 - Network Designer - Senior
Maarut
Toronto, ON
- Contract
Strong communications skills, both oral and written, with an ability to engage with internal and external stakeholders to understand business needs: facilitate, negotiate, and communicate…
Added 2 hours ago
AH
Coordinator
Alberta Health Services
AB · Greater Edmonton Metropolitan Area
- Part-time
…application that serves as a centralized source of information, support, navigation, and connection throughout a family's healthcare journey. Working collaboratively with clinical teams,…
Added 3 hours ago
LF
Human Resources Generalist
Lysander Funds Limited
Toronto, ON
- Full-time
Support the administration of employee benefits programs, including enrollments, communications, and responding to inquiries related to benefits and plan administration.
Added 3 hours ago
S
Psychologist, Neonatal Follow Up Program (NFUP) - BC Women’s Hospital + Health Centre
Sanya’k̓ula
Vancouver, BC
- Part-time
…academic environment with a philosophy of evidence-based practice, support for patient-centred research and quality improvement and opportunities for innovation and excellence in clinical…
Added 4 hours ago
S
Registered Nurse, TB Clinics, Clinical Prevention Services - BC Centre for Disease Control
Sanya’k̓ula
Vancouver, BC
- Full-time
…judgement, assessment skills, and patient relationships to support people living with or at risk of tuberculosis. This role is well suited to a nurse who values continuity of care, patient…
Added 4 hours ago
S
Registered Nurse, TB Clinics, Clinical Prevention Services - BC Centre for Disease Control
Sanya’k̓ula
Vancouver, BC
- Full-time
…judgement, assessment skills, and patient relationships to support people living with or at risk of tuberculosis. This role is well suited to a nurse who values continuity of care, patient…
Added 4 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…provider‑to‑MOA ratio is maintained, along with strong leadership support from a head MOA and an office manager across all locations. Dedicated communications and IT support are also…
Added 4 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…provider‑to‑MOA ratio is maintained, along with strong leadership support from a head MOA and an office manager across all locations. Dedicated communications and IT support are also…
Added 4 hours ago
HM
Family Practitioner/General Practitioner
Health Match BC
Langley (District), BC · City of Langley, BC
- Full-time
…provider‑to‑MOA ratio is maintained, along with strong leadership support from a head MOA and an office manager across all locations. Dedicated communications and IT support are also…
Added 4 hours ago
NS
Marketing Manager
NOAZA Studios
Toronto, ON
- Full-time
…partnerships, manage email marketing and lead-nurture workflows, and support the curation of portfolio assets, blog features, and case studies. This role also involves monitoring…
Added 5 hours ago
MC
Communications Coordinator (12-month contract)/Coordonnateur ou coordonnatrice des communications (contrat 12 mois)
Make-A-Wish Canada
Halifax, NS
- Full-time
Support the promotion of national signature events and provide communications support to third-party fundraising organizers.
Added 5 hours ago
SM
Unit Assistant, Emergency
Stevenson Memorial Hospital
Alliston, ON
- Internship
Demonstrates proficiency in written and verbal communications skills including excellent telephone etiquette.
Added 5 hours ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 5 hours ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 5 hours ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 5 hours ago
FF
Seasonal Associate - Famous Footwear
Famous Footwear
Winnipeg, MB
- Temporary
…counts! As a ‘goal-getter’, you deliver clear, concise and timely communications to the entire store team and employ active listening to ensure understanding among…
Added 5 hours ago
MC
Bilingual Donor Care Representative (12-month contract)
Make-A-Wish Canada
Calgary, AB
- Full-time
…via phone and email and in providing office administrative support to staff and…
Added 5 hours ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 5 hours ago
V
Service Desk Capability and Incident Manager
Vanderlande
Vancouver, BC
- Full-time
…for the continuous development and optimization of the Global Support Center (GSC) within the Airports domain. The role drives capability management, service and process improvements,…

Manager Service Operations (PL)-CA

Montreal, QC, Canada

Full-time

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Job details

Job type: Full-time
Apply by: Nov 26, 2026
Experience: Minimum 7 years of experience in technical support environment
Posting language: English
Posted: Oct 27, 2026

Original job description

Job Summary

The incumbent is responsible for leading internal teams and/or external service providers accountable for delivering operational support services and maintaining the performance, stability, and reliability of assigned IT services. The incumbent ensures operational excellence across service offerings by overseeing incident management, problem resolution, service request fulfillment, and operational readiness activities. The Incumbent is accountable for ensuring services consistently meet defined Service Level Agreements (SLAs), operational targets, and customer expectations. Through the effective use of observability platforms, automation, performance metrics, and continuous improvement practices, the role proactively identifies operational risks, drives service stability, and enhances operational efficiency. In addition, the incumbent manages vendor relationships, software and hardware compliance, contract renewals, and operational budgets, while identifying opportunities to optimize costs and improve service delivery.

Main Responsibilities

Operational Excellence

Ensure operational execution aligns with defined SLAs, KPIs, and performance objectives.
Manage stakeholder communication, ensuring alignment on outage windows and keeping business and IandT leadership informed on incident resolution progress based on criticality.
Prioritize and manage incident and problem resolution to minimize business impact.
Align technology capacity and performance with business demand while optimizing ex. cloud consumption.
Ensure service continuity/DR readiness, including recovery and test plans to meet RPO/RTO targets, and ensure timely execution of tests and recovery activities.
Ensure IT asset compliance (software and hardware), including license adherence, inventory accuracy, and lifecycle management.
Ensure ServiceNow data integrity, including accurate service and CI mapping.
Drive operational health improvements by identifying automation opportunities and optimizing processes.
Provide input on tooling strategies, monitoring implementations, and technical debt management.
Manage operational budgets for the ART and drive operational efficiencies across vendor contracts, licensing, and Cloud services.
Oversee vendor contracts, invoice approvals, and XT account lifecycle management.
Ensure vendors meet agreed performance metrics and KPIs, and review/approve exceptions as needed.
Ensure compliance with industry standards, security regulations, SOX policies, and regulatory requirements, including TSA and Transport Canada mandates.
Timely remediation of identified security vulnerabilities or risks.
Participate in audits, oversee patch management, and enforce adherence to ITIL processes for operational excellence.

Delivery

Consulted during business intake for operational cost estimation and during delivery for operational readiness of new initiatives.
Define and validate operational transition requirements to ensure new or updated services are properly introduced and supported.
Consulted on prioritizing backlogs and development efforts in ARTs including defects.
Actively contribute to ART sprint planning to prioritize lifecycle and defect work.
Provide monthly/quarterly overview on operational stability and performance in the ART/VS.

Leadership

Partner with Human Resources (HR) to bring new talent to the organization by determining which skills and roles are required and making well-reasoned hiring decisions
Provide a positive and welcoming onboarding experience to all new employees by ensuring they have access to the tools and resources needed to fulfill the job requirements
Recognize employee milestones such as service awards and retirements, as well as significant contributions and enhanced responsibilities
Focus on communications and foster collaboration by regularly providing updates to teams concerning ongoing initiatives and encouraging them to work together to accomplish common goals and learning
Handle performance to ensure that employees who are not meeting expectations are identified and supported through the performance improvement process
Create and enable a positive and engaging work environment by ensuring individual strengths are uncovered and leveraged
Participate in succession planning via contribution to the yearly talent review cycle and identifying employees with the potential for management and technical paths
Support professional development through regular career conversations with all employees, documented and tracked, and help them to reach their career goals
Ensure knowledge is preserved through cross-training of key skill sets

Working Conditions

The role has standard working conditions in an office environment with a regular workweek from Monday to Friday and is eligible to participate in CN's hybrid work model. The role requires being available on call 24/7. The role involves managing priorities and delivering work within established timelines, with support from the team to ensure sustainable and effective workload management.

Experience

Minimum 7 years of experience in technical support environment
Candidates with an equivalent combination of education, training, and experience will be considered

Education/Certification/Designation

Bachelor's degree in computer science
ITIL Foundations Certificate*
Candidates with equivalent practical experience, education, or training will be considered
*Any requirement marked with (*) will be considered an asset (not mandatory)

Competencies

We Care About Each Other
We Strive for Excellence
We Succeed Together
We Lead Responsibly
Vision and strategic thinking
Impactful and inclusive leadership
Performance and value delivery
Empowerment and talent development
Strategic communication and influence
Managerial courage and decisiveness
Customer service
High-Impact Execution
Conveying the vision
Planning
AI Literacy and data orientation

Technical Skills/Knowledge

Will vary by area

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More about this job

Responsibilities

Lead internal teams and service providers to maintain reliable IT services, manage incidents and operational readiness, and meet service levels and customer expectations. Oversee vendors, budgets, compliance, security, and continuous improvement while developing employees and supporting effective team performance.

Requirements

Requires at least seven years of experience in a technical support environment; equivalent combinations of education, training, and experience may be considered. A bachelor's degree in computer science and an ITIL Foundations Certificate are listed, with equivalent practical experience, education, or training accepted.

Skills

IT Service Operations
Incident Management
Problem Resolution
Service Continuity and Disaster Recovery
ServiceNow Data Integrity
Automation and Process Optimization
Vendor and Contract Management
Operational Budget Management
Security and Vulnerability Remediation
ITIL Processes
Operational Readiness
Performance Monitoring
People Leadership
Stakeholder Communication

Visa sponsorship

Not detected in the job text

Keywords

IT Service Operations
Service Level Agreements
Key Performance Indicators
Incident Management
Problem Management
Service Request Fulfillment
ServiceNow
Configuration Items
Observability Platforms
Automation
Performance Metrics
Cloud Services
Capacity Management
Service Continuity
Disaster Recovery
Recovery Point Objective
Recovery Time Objective
IT Asset Management
Software Licensing
Vendor Management
Contract Renewals
Operational Budgets
Security Vulnerability Remediation
Patch Management
ITIL
SOX Compliance
Transport Canada
Agile Release Train
Sprint Planning
Operational Readiness

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