Manager, Central Control Facility - Waterloo



Reporting to the Director, Operations, of Keolis Grand River, the Manager, Central Control Facility (CCF) is accountable for providing leadership and performance of the Central Control Facility. This role leads the CCF team who are responsible on a 24/7 basis for delivering a safe, reliable and high-quality light rail service for our passengers. This role also works proactively to resolve Light Rail Vehicle operational issues in a safe and timely manner.


Coordinate and assist in the delivery of Central Control Facility and Operations Departmental Duties

  • Oversee the safe and reliable movement of all vehicles along the alignment.
  • Assist in the troubleshooting of defective equipment and report anomalies to the Infrastructure Department as required.
  • Oversee the coordination and deployment of resources, which include CCF Controllers, CCF Team Leaders and LRV Operators when needed.
  • Administer the Permit to Work program, including management of OCS and associated procedures.
  • Coordinate and adjust vehicle timetables in collaboration with external stakeholders.
  • Work with internal and external parties to ensure efficient coordination of resources.
  • Oversee the coordination and service preparedness of LRV special events.
  • Perform the duties of CCF Lead Controller or CCF Controller, when required.
  • Operate Light Rail Vehicle, when required.


Plan and execute response for incidents for the entire Waterloo Light Rail Network

  • Manage service performance within operations, emergency and incident response plans.
  • Act as the primary contact for the Control Room with external agencies and key stakeholders.
  • Oversee the on-site incident response, coordination of the incident recovery and service restoration.
  • Act as Incident Manager to safely lead the response during incidents that occur while on duty.
  • Ensure proper safety precautions are being followed, particularly around high voltage areas of the rail network.
  • Coordinate in investigations as a lead for incidents, accidents and service delays; prepare appropriate reports, recommend corrective action where necessary and follow up to ensure compliance.
  • Participate as part of the Emergency Management Team.
  • Create and deliver job briefings, traffic management plans and hazard identification matrices, recommending and implementing new improvements to equipment and/or methods of work to mitigate risks.


Provide leadership and coaching support for Central Control Facility Team

  • Plan, schedule, hire, train and develop Control Room team to achieve Keolis and Operations objectives.
  • Ensure competency of CCF Lead Controllers and CCF Controllers on an ongoing basis.
  • Ensure all necessary communications between Control Room and other services providers are maintained.
  • Assist the Director of Operations with the development and implementation of Operational policies and procedures.



  • Conduct all work in line with quality management expectations, as outlined in the relevant company directives and procedures.
  • Assist and review in the preparation of daily, weekly, monthly and annual operational reports and performance data.
  • Raise Operations performance concerns with the Director of Operations.
  • Prepare written reports and/or updates, ensure timely completion of Operations records and reports.
  • Act as a payroll administrator for the CCF staff; entering and approving weekly timesheets.
  • Monitor and report progress, performance, incidents, delays and exceptional occurrences to the appropriate parties.
  • Roll out of Toolbox talks and other internal communications in line with the document management process.
  • Implement corrective action in the Control Centre area.
  • Rostered for on-call responsibilities on weekly/monthly basis.
  • Conduct all work in a safe manner, as outlined in the relevant company directives and procedures.
  • Other duties as assigned


Knowledge and Skills

  • Sound problem solving and decision-making skills.
  • Exceptional organizational and multi-tasking skills required.
  • Effective communications skills.
  • Strong attention to detail with a focus on quality and safety.
  • Able to work effectively as a part of a team as well as independently.
  • Proven ability to prioritize and accomplish multiple tasks with tight deadlines while maintaining safety and quality of service.
  • Ability to read and understand operations, service and safety manuals.
  • Strong customer service background and the ability to work with internal and external stakeholders.
  • Proactive approach to anticipating and resolving needs of the group.
  • Familiarity with Transport Canada regulations considered an asset.
  • Experienced use of Microsoft Office and other computer skills necessary.
  • Diploma in a Business, Project Management or equivalent experience in a related field.
  • Valid G class driver's license in exceptional standing, with 5+ years driving experience.
  • Be available for alternate shifts, including weekends and on-call requirements as required.
  • Ability to lift up to 20 lbs occasionally.
  • Ability to sit for extended periods of time.



  • Experience leading a team to reach objectives in fast paced and multi-faceted work environment.
  • Experience in a safety-critical environment, within the transportation industry is preferred.
  • Proven ability of learning and implementing Operational procedures and processes for normal, abnormal and emergency conditions of the railway.
  • Minimum 5 years progressive operational leadership experience.
  • Minimum 1-year of experience in a SCADA and rail transportation control room environment.
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