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Added 2 mins ago
Structural Integrity Team Lead
Alstom
Saint-Bruno, QC
The successful candidate will be responsible for managing the team’s technical delivery, workload planning, capability development, and performance while ensuring compliance with…
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RB
Senior Manager, Operational Risk / IT Risk and Compliance
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Toronto, ON
- Full-time
As part of the Payments Technology Portfolio Management and Delivery team, you will lead the management and execution of Operational and Risk Management . As an expert voice to risk…
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Associate Customer Success Manager - French
ServiceNow
Montreal, QC
- Full-time
The Customer Success Manager (CSM) - IC2 - is the practitioner level in the CSM job family. You will own consumption and adoption outcomes across a portfolio of mid-complexity customers,…
Added 16 mins ago
OT
Field Instrumentation Specialist
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
…collaboratively with the Instrumentation & Monitoring (I&M) Manager, this office and field-based position ensures the accurate collection, management, and reporting of monitoring data…
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Growth Operations Manager
nesto
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- Full-time
A successful Growth Operations Manager is the rare individual who masters analytical skills to identify and deliver the highest value opportunities possible, just as well as the soft skills…
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Head of Supply Chain - Canada
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- Full-time
Define VAS strategy, priorities and targets; own service, cost and quality performance. Direct and support the VAS Manager on capacity, providers and delivery. Support manager-led…
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Chef de Projet Aéronautique (Intermédiaire)
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- Full-time
…du pilotage des activités d’ingénierie à titre d’Engineering Delivery Manager…
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Project Manager - Electrical & Instrumentation
Graham
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- Full-time
Graham is actively recruiting for an Electrical Project Manager within our Industrial Division. Reporting to the Senior Operations Director, this role will oversee and coordinate electrical…
Added 31 mins ago
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Senior Manager, Supply Chain
Worley
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- Full-time
…consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and decommissioning. Leveraging extensive experience and…
Added 46 mins ago
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Admin Supervisor
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- Full-time
…within Calderdale. Working closely with the Locality Resource Manager, you will play a key role in ensuring the smooth running of our services and supporting the delivery of high-quality…
Added 46 mins ago
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Programmer Analyst II
The University of British Columbia
Vancouver, BC
- $8,810.92 to $13,202.5 CAD / month
- Full-time
The incumbent is a member of the Enterprise Automation and Solution Delivery (EASD) team, reporting to the Senior Manager, EASD. Work may also be directed and reviewed by a Delivery Manager…
Added 46 mins ago
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Project Field Coordinator, Mine
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- Full-time
Coordinate and support Project Manager during contractor onboarding, mobilization, access, work-area readiness and integration with site requirements
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Portfolio Manager, Civil Training Programs-EN
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Added 46 mins ago
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- Full-time
Reporting to the Manager, Financial ERP, the D365 Business System Analyst is responsible to identify and drive the successful delivery of enhancement opportunities in the Microsoft Dynamics…
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Senior Contract Administrator
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…complex projects, helping ensure that design intent, quality, and project requirements are carried through every stage of construction. Working closely with project teams, consultants,…
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Added 46 mins ago
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Added 47 mins ago
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MEP Technical Manager - Scarborough Subway Extension (STC)
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Partner Engineering and Science, Inc. is seeking a full-time Senior Project Manager within the Environmental Health & Safety Practice. This leadership position is responsible for managing…
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Senior Project Manager / Senior Consultant, Stakeholder Management
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As a Senior Project Manager / Senior Consultant, Stakeholder Management, you will:
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Act as a project manager (as needed) for large projects, which includes keeping detailed records of lead times and communicating lead time updates to the customer
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Environmental Project Manager, Transportation & Municipality Specialist
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…development projects across Western Canada. As a Environmental Project Manager, Transportation & Municipality Specialist you'll lead some of the region's most complex environmental…
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Alstom

Service Manager

Montreal, QC, Canada

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Job details

Posting language: English
Posted: Oct 27, 2026

Original job description

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.

About Nomad Digital

Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers - in more than 40 countries - Nomad designs, builds, deploys and manages passenger Wi-Fi and on-board passenger infotainment systems. Nomad also provides remote online condition-based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.

When you join Nomad Digital, you will join a forward thinking, fast-growing, fun environment with access to some of the very latest technology in its field. You will work with experts who innovate collaboratively, creating an environment of team work and trustworthiness.

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:

Nomad Digital is committed to being an inclusive and diverse employer, as well as providing equal opportunities in employment and freedom from unlawful discrimination on the grounds of age, race, ethnic or national origin, sex, pregnancy and maternity, marital or civil partnership status, sexual orientation, gender reassignment, disability, religion or beliefs.

We encourage and welcome all job applicants, especially those from diverse backgrounds and ensure everyone is treated equally and without discrimination.

Where possible we are happy to consider flexible working arrangements or appropriate reasonable adjustments on request. To discuss further, please email HR@nomadrail.com.

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More about this job

Responsibilities

The Service Manager oversees regional operations and maintenance service delivery, acting as the primary interface for customers to ensure SLAs and financial targets are met. They are responsible for leading field service engineers, managing supplier relationships, and driving operational improvements across the customer portfolio.

Requirements

Candidates should have a degree or equivalent experience in service management, engineering, or a related field, along with demonstrable experience in managing customer-facing contracts. Proficiency in ITIL standards and strong leadership skills in a technical or service-critical industry are highly desirable.

Skills

Service management
Contract management
Operations management
People management
SLA management
KPI monitoring
Financial management
Field service coordination
Risk management
Supplier management
Project management
Operational improvement
Technical leadership
Resource planning
Commercial awareness

Benefits

Flexible working arrangements
Equal opportunities employer

Visa sponsorship

Not detected in the job text

Keywords

Service Manager
Operations & Maintenance
SLA
KPI
Field Service Engineers
Contract Management
ITIL
TL9000
X60-000
Railway Industry
Connectivity Solutions
Fleet Management
Project Delivery
Financial Performance
Risk Registers
Resource Planning
Commercial Awareness
Operational Readiness
Service Delivery
Logistics
Subcontractor Management
Business Development
Bid Support
Telecommunications
Digital Systems
Critical Infrastructure
Hybrid Role
Performance Reporting
Change Management

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