Service Offering Manager - Montréal, Canada - Canadian National Railway
Description
At CN, we work together to move our company—and North America—forward.Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion.
From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and safely and our employees can focus on value-added tasks.
You will be able to develop your skills and career 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 usJob Summary
The End User Service Offering Manager is responsible to oversee the service
performance of CN's operational support services for all pre-production and production
environments of IT systems responsible for train and business operations. The role is
accountable to ensure SLOs/SLAs are met and ensures level 2 and level 3 support is
achieved. The position participates in various IT Service Management (ITSM) processes
including request fulfilment and service introduction, as well as incident, problem,
demand, and configuration management. The incumbent provides early warning for
service offering issues, aligns with Product Managers on product and service offerings,
and is responsible for the health assessment of service offerings.
Main Responsibilities
Operation Support
- Ensure IT systems are maintained in a fully operational condition
- Participate in incident management, acting as level 2 and level 3 support (oncall)
- Lead support investigations, resolutions and follow up on key issues
- Ensure SLOs and SLAs are met
- Optimize execution of the service offering and streamline service offering delivery
- Provide early warning for service issues (capacity, costs, etc.)
- Provide technical expertise and platform leadership in solution management
- Drive automation initiatives
- Communicate regularly with internal customers to ensure that fixes, enhancements and
- Support business continuity planning and disaster recovery (BRP/DR) readiness
- Ensure that the Information Technology Infrastructure Library (ITIL) practices are followed
- Participate in Operation Readiness and Maturity assessments
- Ensure that security policies and standards are applied to all the Production systems
availability
- Approve changes as part of the change management process to minimize customer
Deployment & Delivery
- Remain accountable for the acceptance of service introduction outputs of DEPLOY phase
- Participate in the Release Readiness Review Committee (3RC) by reviewing the
promotion to Production
- Ensure and participate in the project T2C to comply with the support requirements
- Oversee support teams throughout deployment
- Stay informed of the solution's stability throughout the stabilization period
- Determine if the stabilization criteria has been met in conjunction with the Release
- Sign off to close the stabilization period
- Receive consultation and information about the Service Introduction Proposal, if related
- Interact with Product Managers in order to determine the appropriate features during
- Coordinate, evaluate and partner with vendors to help in delivery
- Provide feasibility study and work estimates during project A&P
Performance Management of Managed Service Providers (MSP = TCS)
- Ensure that the overall services in their area are delivered as expressed in the service
- Acts as the single point of contact for first level interface with the managed service
- Ensure that Service Levels for all offerings in scope are maintained and continually
- Oversee the managed service provider for ensure any problems with the daytoday
- Conduct regular service reviews; manage and audit supplier performance and productivity
- Review all operational reports, service levels, and contractual commitments for their
- Forecast client demand for all inscope and new services
- Manage the services, projects, and plans to ensure priorities are addressed appropriately
- Interface with other interdependent suppliers to identify and resolve operational issues in
- Manage and approve requests for implementation of a Continual Service Improvement
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