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Added 13 mins ago
OT
Field Instrumentation Specialist
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
Lead and coordinate field activities related to the installation, commissioning, maintenance, and removal of geotechnical and structural monitoring instruments.
Added 13 mins ago
P&
Food Safety & Quality Assurance Compliance Manager
Parrish & Heimbecker, Limited
Cambridge, ON
- Full-time
We are seeking a Food Safety & Quality Assurance Compliance Manager to join our P&H Milling team. In this role, you will support food safety and quality assurance initiatives across our…
Added 13 mins ago
JR
Head Sous Chef / Assistant General Manager
JOEY Restaurant Group
Toronto, ON
- Full-time
…see care, drive, confidence and curiosity. When you join our team, you can expect intensity, excitement and energy. Through our culture of people development, we are committed to the…
Added 13 mins ago
UI
Warehouse Manager
UAP Inc.
Toronto, ON · Scarborough, ON
- $83,700 to $104,600 CAD / year
- Full-time
Lead and support a team of Warehouse Supervisors to ensure efficient day-to-day operations.
Added 13 mins ago
BG
Sales Coordinator
Brandt Group of Companies
Oro, ON
- Full-time
The Sales Coordinator is responsible for providing sales support to the whole sales team by managing administrative tasks, coordinating customer inquiries, and ensuring smooth execution of…
Added 13 mins ago
N
Growth Operations Manager
nesto
Montreal, QC
- Full-time
With more than 1,300 team members across Canada, we're building Canada's mortgage ecosystem of the future - and we're looking for people who want to help shape what's next.
Added 13 mins ago
J
Intermediate Recruiter - Edmonton
Jardeg
AB · Edmonton, AB
- Full-time
Lead process-driven hiring: Act as a key Talent Acquisition partner for your assigned business areas, delivering consistent recruitment processes and strong candidate and hiring-manager…
Added 13 mins ago
B
Head of Supply Chain - Canada
Beiersdorf
Montreal, QC
- Full-time
Lead and develop the Demand Planning team, setting objectives for forecast accuracy, bias and planning quality, and addressing performance gaps. Provide direction, resources and…
Added 13 mins ago
GE
Team Leader - Assistance Services (6-month temporary assignment)- EN
Global Excel Management Inc.
Montreal, QC
- Temporary
Lead and develop a team of Customer Service Representatives by providing coaching, training, performance feedback, and career development opportunities, while fostering open and ongoing…
Added 13 mins ago
GE
Team Leader - Assistance Services (6-month temporary assignment)- EN
Global Excel Management Inc.
Sherbrooke, QC
- Temporary
Lead and develop a team of Customer Service Representatives by providing coaching, training, performance feedback, and career development opportunities, while fostering open and ongoing…
Added 13 mins ago
CO
Event Lead (Kitchener Market and Downtown)
City of Kitchener
Kitchener, ON
- Full-time
…the responsibility of the Event Coordinators, while the Event Lead supports the delivery of all aspects of event…
Added 13 mins ago
B
Facility Manager III
BGIS
Toronto, ON
- Full-time
BGIS is a leading provider of customized facility management and real estate services. With a combined team of over 10,000 professionals worldwide, we relentlessly focus on enabling…
Added 13 mins ago
AT
Software Developer
Aarorn Technologies
Guelph, ON
- $80,000 to $90,000 CAD / year
- Full-time
Lead and co-ordinate multidisciplinary teams to develop Website graphics, content, capacity and interactivity
Added 13 mins ago
S
Method Technician - Finishing
Safran
Mirabel, QC
- Full-time
Support your operational team / production by providing your expertise:
Added 13 mins ago
PE
Senior Civil Engineer
PRI Engineering
Mississauga, ON
- Full-time
…Scotia. We are seeking an experienced Senior Civil Engineer to lead civil engineering project delivery for our Ontario practice, based out of our Mississauga or Toronto…
Added 13 mins ago
GS
Chef de Projet Aéronautique (Intermédiaire)
Groupe SII
Montreal, QC
- Full-time
Lead the work of a team of system specialists.
Added 13 mins ago
M
Sales Consultant
Meltwater
Toronto, ON
- Volunteer
Proactive approach to outreach, prospecting, and lead generation
Added 13 mins ago
CH
Registered Pharmacy Technician, (Validation) Toronto, ON
Custom Health
Mississauga, ON
- Full-time
…solutions, real-time clinical oversight by 200+ pharmacist-lead clinicians and the collection of real-time, real-world data and…
Added 13 mins ago
OW
Oliver Wyman - Senior Lead AI Engineer
Oliver Wyman
Toronto, ON
- Full-time
…unique and unprecedented products across industries. As a Senior Lead AI Engineer, you are primarily responsible for managing technical projects and helping teams design and build AI/ML…
Added 13 mins ago
P
Senior Analyst, Marketing Science
PHD
Toronto, ON
- Full-time
Lead a small team of Analysts and draw from wider Data Analytics resources within the organization, including Data Engineering
Added 13 mins ago
G
Project Manager - Electrical & Instrumentation
Graham
Regina, SK
- Full-time
Join a team that builds with commitment, reliability, and integrity. Apply today and help us build what matters.
Added 13 mins ago
P
Budget Project Coordinator
PHD
Toronto, ON
- Full-time
A dynamic and passionate Budget Project Coordinator who will support the Client Accounting team by delivering accurate and timely administrative, project coordinator, and reporting support.
Added 13 mins ago
C
Account Executive - Canada
Cisco
Calgary, AB
- Full-time
…community are at the heart of what we do. Be part of a dynamic team that thrives on adapting to market changes and making an…
Added 13 mins ago
GW
IP Assistant -Level II
Gowling WLG
Ottawa, ON
- $50,000 to $60,000 CAD / year
- Full-time
…and Thrive Together. These values shape how we collaborate, lead, and succeed – across teams, time zones, and career…
Added 13 mins ago
B
Regional Operations Manager, Cleaning Services
BGIS
Calgary, AB
- Part-time
Our team is committed to maintaining the highest standards of cleanliness, safety, and customer satisfaction across a wide range of industries. By joining BGIS Sustainable Cleaning…

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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