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Operations Management Specialist

At CN, everyday brings new and exciting challenges. You can expect an interesting environment where you're part of making sure our business is running optimally and safely-helping keep the economy on track. We provide the kind of paid training and opportunities that long-term careers are built on and we recognize hard workers who strive to make a difference. You will be able to thrive in our close-knit, safety-focused culture working together as ONE TEAM. The careers we offer are meaningful because the work we do matters. Join us! 

Job Summary

As an Operations Management Specialist, you will lead teams responsible for ensuring operational performance, stability, and continuous improvement of assigned service offerings across preproduction 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. 
Main Responsibilities 
Collaboration & Service Leadership
Provide daytoday leadership and direction to managed service partners to ensure effective execution of operational activities  
Coordinate and align vendor teams supporting preproduction 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
Operational Excellence
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

Delivery/Modernization/Operational Excellence
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 

Customer Service
Foster strong, trusted relationships with business partners and internal stakeholders  
Provide effective daytoday 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 
Vendor, Finance, Secuity & Compliance (integrated accountability) 
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 
Education/Certification/Designation 
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 

Requirements 
Strong customerservice orientation and stakeholder management skills  
Ability to communicate effectively with senior management  
Ability to communicate complex technical concepts in userfriendly language  
Strong problemsolving, prioritization, and decisionmaking skills  
Highenergy, resultsdriven leadership mindset  
Excellent written, verbal, listening, and interpersonal skills  
Experience supporting 24/7 production environments and oncall 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 

About CN 
CN is a world-class transportation leader and trade-enabler. Essential to the economy, to the customers, and to the communities it serves, CN safely transports more than 300 million tons of natural resources, manufactured products, and finished goods throughout North America every year. As the only railroad connecting Canada's Eastern and Western coasts with the Southern tip of the U.S. through a 19,500 mile rail network,CN and its affiliates have been contributing to community prosperity and sustainable trade since 1919. CN is committed to programs supporting social responsibility and environmental stewardship. At CN, we work as ONE TEAM, focused on safety, sustainability and our customers, providing operational and supply chain excellence to deliver results.