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    Manager, Service Performance Operations - Montreal, Canada - CN

    CN
    CN Montreal, Canada

    3 weeks ago

    CN background
    Description
    Job Summary

    The role of Manager Service Performance Operations is to direct and manage the Service Performance Operations team. The individual is responsible for the activities related to continuous improvement, governance, enablement, performance analytics, KPI and dashboard design within the SPO team. The Service Performance Operations Manager will work with the Senior Manager Service Performance Ops to identify, analyze, prioritize, and launch initiatives to ensure clarity of roles & responsibility, drive continuous improvement of our services, centralize communication, standardize the enablement of deployments and provide visibility of the health of our services, thereby ensuring the improvement, consistency and efficiency of our operations.

    Main Responsibilities

    Continuous Improvement, Enablement & Communication

    ·Analyze deployment activities from across the ITSM Processes and recommend rollout plans that protect Operations and Service Performance team capacity while ensuring that critical initiatives are implemented efficiently across the various teams in I&T

    ·Develop, maintain, and leverage tracking of the various improvement plans

    ·Set the vision, objectives, goals and strategic plans for continuous improvement for the teams across I&T

    ·Set the vision and framework for the enablement service and ensures successful integration aligned to best practices for all ITSM Process initiatives.

    ·Manage enable service deliverable

    ·Elaborate & execute a multi year plan

    ·Operationalize the new culture /direction for a Service driven operational organization

    Performance Analytics

    ·Define and design key performance indicators to further drive the service-driven organization.

    ·Develop and implement metrics for measuring processes performance

    ·Ensure best in class data driven reporting and dashboards are available for all key stakeholders in IT in order to foster data-driven decision making in planning, investment, and operations.

    Service Performance Management (Governance)

    ·Assess process Performance, Maturity, and ITIL Compliance

    ·Establish required governance forums to drive performance improvements of services across various teams and in conjunction with Product Mgmt, architecture & the leadership team.

    ·Ensure proper execution and functioning of established processes and interface between all IT and internal/external business partners

    ·Define & govern SPO documentation strategy

    ·Define and manage Process roadmap strategy

    Leading Others

    ·Partner with Human Resources to bring new talent to the organization by determining which skills and roles will be required in the future and by making thoughtful 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 requirements of their job

    ·Recognize employee milestones (service awards, retirements, etc.) as well as significant contributions and enhanced responsibilities

    ·Focus on communications and foster collaboration by regularly providing updates to teams about ongoing initiatives and encouraging teams to work together to accomplish common goals and learning

    ·Manage employee performance by ensuring 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 through frequent and focused conversations - collaborate, coach, and build connections with employees

    ·Participate in succession planning by contributing to the yearly talent review cycle and identifying employees with the potential to move up the management and expertise paths

    ·Support employee development by having regular career conversations with all employees (documented and tracked) and supporting them in reaching their career goals

    ·Ensure knowledge is preserved through cross-training for key skill sets in the team (knowledge transfer)

    Working Conditions

    The role has standard working conditions in an office environment with a regular workweek from Monday to Friday.

    Requirements

    Experience

    ·Minimum 10 years of overall work experience

    ·Minimum 5 years experience demonstrating leadership qualities and/or overseeing deliverables

    ·Experience in business and quality improvement

    Education/Certification/Designation

    ·Bachelor's Degree in Computer Science or equivalent

    ·ITIL Certification*

    ·Prosci Certification*

    *Any designation for these above would be considered as an asset

    Competencies

    ·Leadership skills with proven ability to lead cross-functional teams in a matrix reporting structure

    ·Quality methods and tools

    ·Analytical skills and experience utilizing Lean Six Sigma or other proven quality tools and methods in a multi-facility operation

    ·Willingness to initiate, lead, and implement change

    ·Strong interpersonal skills, excellent written and verbal communication

    ·Ability to effectively present information and respond to questions from middle management through senior leadership

    ·Ability to effectively evaluate business performance, develop an improvement strategy, and lead individual projects/initiatives that optimize customer value, quality, and cost,

    This position is posted as a grade LEVEL 7. For internal candidates, note that the grade level of the position may adjust based on the employee's experience.

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