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Added 3 mins ago
HN
Production Manager
Hartmann North America
Brantford, ON
- $115,000 to $135,000 CAD / year
- Full-time
We require a Production Manager for our Brantford, Ontario location. The Production Manager is accountable for the safe, efficient, and compliant operation of the Hartmann Brantford…
Added 3 mins ago
TT
Project Engineer (Laval)
Trane Technologies
Longueuil, QC
- Full-time
…requirements. Works directly on the project team to assist the Project…
Added 3 mins ago
TT
Project Engineer (Laval)
Trane Technologies
Laval, QC
- Full-time
…requirements. Works directly on the project team to assist the Project…
Added 3 mins ago
LD
TECH Retail Merchandising Manager
London Drugs Limited
Burnaby, BC
- $21.36 to $23.98 CAD / hour
- Other
The TECH Retail Merchandising Manager is responsible for developing sales through the presentation and merchandising of the TECH area. As a merchant leader, they must have a good…
Added 3 mins ago
BP
Front of House Manager
Boston Pizza
Moncton, NB
- Full-time
A Front of House Manager at Canada's leading casual dining restaurant, Boston Pizza, assists the General Manager with the Restaurant’s daily operations. This includes supporting the…
Added 3 mins ago
BP
General Manager
Boston Pizza
Moncton, NB
- Full-time
General Managers at Canada's leading casual dining restaurant, Boston Pizza, oversees the daily operations to ensure the delivery of a great Guest experience while focusing on achieving…
Added 3 mins ago
E
Team Manager (Online Casino Gaming Studio)
Evolution
Burnaby, BC
- $55,000 to $60,000 CAD / year
- Full-time
Report to Senior Team Manager regarding team needs, changes, and staffing issues
Added 3 mins ago
D
Superviseur des services alimentaires
Dexterra
Sainte-Anne-de-Bellevue, QC
- Full-time
The Food Service Supervisor assists the department manager in coordinating the activities of food service associates, while maintaining the highest standards and levels of customer service.…
Added 17 mins ago
OH
Senior Product Manager
Ontario Health | Santé Ontario
ON · Ontario, Canada
- Full-time
The Senior Product Manager provides strategic leadership for the planning, development, and delivery of digital health products. The role is responsible for defining product vision and…
Added 17 mins ago
SQ
Partenaire, Développement des Affaires
Sunlife Québec
Quebec, QC
- Full-time
Superviser les mesures et les activités requises pour assurer la conformité des opérations.
Added 17 mins ago
TC
Assistant Store Manager Marshalls York Major Village
TJX Canada – Winners, Marshalls, HomeSense
Vaughan, ON
- $48,592.5 to $68,029.5 CAD / year
- Full-time
Drive store performance by supporting sales results, managing expenses, and overseeing key operations including merchandising, backroom, frontline, cash office, customer service, markdowns,…
Added 17 mins ago
PA
Financial Services Specialist
Pfaff Automotive Partners Inc.
Markham, ON
- Full-time
Key Words: Automotive, F&I, Finance Manager, Finance Director, Lead F&I, Finance Lead, Automotive Finance Manager, F&I Manager, Finance & Insurance Manager, F&I Director, Business Manager,…
Added 17 mins ago
CS
Project Manager - Information and Communications Technology/ Chef de Projet - Technologies de l'information et de la Communication
Canadian Standards Association
Calgary, AB · Ottawa, ON · Toronto, ON · Montreal, QC
- $88,260 to $100,000 CAD / year
- Full-time
CSA Group has an immediate opportunity for a Project Manager, Information and Communications Technology (ICT) reporting to the Program Manager, Data and Agri-Food.
Added 48 mins ago
PH
Data Lead, BC Health Workday
Provincial Health Services Authority
BC · British Columbia, Canada
- Full-time
Reporting to the Manager, Integrations Architecture, the Data Lead is responsible for facilitating the end-to-end data migration process for Workday implementations for the BC Health…
Added 48 mins ago
A
Service Delivery Manager
Avanade
Toronto, ON
- Full-time
We are seeking an experienced Service Delivery Manager (SDM) to lead the delivery of 24x7 Managed Application Support Services for a large Banking client. The successful candidate will be…
Added 48 mins ago
FA
Departure Control Coordinator
Flair Airlines
Toronto, ON
- Full-time
Perform assigned Passenger Recovery duties only when qualified and under the functional direction established by the Manager, Passenger Operations an
Added 48 mins ago
P
Material Planner
Puratos
Chilliwack, BC
- Full-time
…and terms negotiation. This position supports the Purchasing Manager by maintaining and communicating contract information (quantity balances, timing and pricing) for various materials and…
Added 48 mins ago
TO
Temporary Operations Clerk (anticipated for up to 4 months)
Town of Whitby
Whitby, ON
- Full-time
Reporting to, and under the direction of the Manager, Administration and Analytics, the Operations Clerk is responsible for providing administrative and communications support to the…
Added 48 mins ago
G-
Human Resources Generalist
GFL - Sewer Technologies Division
Rocky View No 44, AB · Rocky View County, AB
- Full-time
GFL Environmental is looking for a Human Resources Generalist to provide dedicated HR support across regional operations. Reporting to the HR Director, this role acts as a primary point of…
Added 48 mins ago
TC
Field Warranty Specialist - Prairie Zone
Toyota Canada Inc.
Calgary, AB
- Full-time
…Specialist to support our Vehicle Safety Compliance Liaison Office of Canada (VSCLOC) and Warranty team. This is a full-time opportunity and will report to the Manager of Field Warranty.…
Added 48 mins ago
SF
Facilities and Maintenance Manager
Soul Foods Group
Toronto, ON · North York, ON
- $70,000 to $80,000 CAD / year
- Full-time
Facilities & Maintenance Manager - North York Ontario Head Office and Field Based
Added 48 mins ago
AU
Service Manager
Allied Universal
Calgary, AB
- $54,600 to $59,400 CAD / year
- Full-time
Reporting to the Regional General Manager, the Service Manager is responsible for overseeing security operations across the Calgary region. This role ensures high service standards,…
Added 48 mins ago
QP
Mechanical Technician
QuadReal Property Group
Vancouver, BC
- Full-time
Reporting to the Mechanical Operations Manager (or General Manager), the Mechanical Technician is an intermediate-level building technician responsible for providing operational maintenance…
Added 48 mins ago
A
Automation Controls Associate Manager
Accenture
Calgary, AB · Vancouver, BC · Mississauga, ON · Ottawa, ON · Toronto, ON
- Full-time
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location,
Added 48 mins ago
Fleet Technician - Heavy Duty Mechanic
destinationone Consulting
AB · Western Alberta (Jasper), Alberta
…municipal vehicles and equipment, supporting seasonal and emergency operations, and strengthening the Municipality’s fleet maintenance…

Manager Service Operations (PL)-CA

Montreal, QC, Canada

Full-time

Apply About employer

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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

Apply About employer

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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