Overview

We're currently recruiting for a Service Manager to oversee Operations & Maintenance service delivery across an assigned region and customer portfolio. You will act as the key customer interface, ensuring contracted services, SLAs, operational requirements and financial targets are effectively managed.

This is a varied, hybrid role with responsibility for leading regional Field Service Engineers, coordinating service delivery across support, engineering and supplier teams, managing customer relationships and driving operational improvements. You will also identify opportunities for contract renewals, extensions and growth, supporting O&M bids and proposals where required. Occasional regional and international travel across Canada and the USA will be required.

Essential Duties and Responsibilities:

Customer and contract management

• Act as principal O&M interface for customers, maintain effective relationships and lead service reviews
• Maintain clear understanding of contracted scope, responsibilities, service levels, contractual commitments, etc. (managing expectations and identifying out-of-scope requests/additional commitments)

Integrated service delivery

• Coordinate end-to-end service delivered through the L1 Service Desk, L2 Field Service, L3 engineering and relevant suppliers
• Monitor performance, resolve cross-functional issues and escalate as required
• Ensure service priorities, change requests, and customer commitments are understood and managed across all contributing teams

Service performance and reporting

• Monitor and action contractual SLAs, KPIs and other service commitments
• Produce accurate and timely customer and internal reporting covering performance (financial performance, contract performance, recurring issues, contractual exposure, customer dissatisfaction, escalations, trends, etc.)

Field Service and people management

• Lead and manage the assigned Field Service Engineers and any other regional personnel as required
• Ensure teams are appropriately structured, resourced, and competent to meet operational and customer requirements
• Manage recruitment, objectives, performance, development, workload, leave, working arrangements, etc., in line with company policies

Service transition and operational readiness

• Represent O&M during project delivery, mobilisation and transition into service
• Ensure operational O&M readiness from project to O&M transition (documentation, training, tools, etc.)

Financial, commercial and growth support

• Understand service model, resource assumptions and budgets per customer
• Manage the required OI, sales and GM per contract
• Identify renewals, extensions and growth opportunities and provide the customer, operational, resource and costing inputs required through the approved O&M business-development and bid process

Risk, capacity and supplier management

• Maintain operational, contractual and customer risk registers and ensure appropriate owners and mitigations
• Maintain a forward view of regional resource and service capacity
• Monitor the performance of suppliers, subcontractors, spares, repairs and logistics

Continual improvement and collaboration

• Maintain service-improvement plans
• Share lessons learned, customer input and effective practices across O&M organisation
• Contribute to the development and use of common O&M models, processes, reporting, tools, etc.

Qualification Requirements:

• Degree, professional qualification or equivalent relevant experience in service or project management, engineering, operations, business management or a related discipline
• Recognised IT service management qualification, preferably ITIL 4 Foundation or above is desirable
• Relevant people-management or leadership qualifications are desirable
• Relevant commercial, contract-management or project-management qualifications are desirable
• Rail, transport, telecommunications, digital systems or critical-infrastructure experience is desirable

Experience Requirements:

• Demonstrable experience of managing customer-facing contracts, ideally in services
• Experience of acting as a senior operational interface with customers
• Experience of managing contract performance (SLAs and KPIs)
• Experience of managing and developing operational/technical employees
• Experience of coordinating delivery across multiple teams/functional reporting lines
• Experience of resource, workload and capacity planning
• Experience of supplier or subcontractor performance management
• Strong financial and commercial awareness, including cost control, forecasting, scope control and margin management
• Experience of working in a fast-paced, international and customer-facing environment
• Experience in rail, transport, telecommunications, digital services or another safety- or service-critical industry is desirable

Other Essential Requirements:

• Good understanding of ITIL/TL9000/X60-000 standards
• Languages - English

Key Behavioral Competencies:

• Able to build effective and credible customer relationships
• Excellent multi-tasking and prioritization skills
• Commercial awareness
• Works constructively across multi-functions
• Communicates clearly and appropriately with customers, employees and senior management
• Capable people leader
• Analytical thinker
• Actively seeks more effective, consistent and sustainable ways of working

Our Commitment: