Hosted Service Delivery Manager
About The Position
As a member of the Digital Intelligence S&S Surface Transportation division, you will be responsible for leading customer-facing service delivery for Wabtec’s hosted PTC back-office solutions. You will act as the primary interface between customers and internal teams, ensuring reliable service performance, proactive communication, and operational alignment. You will support freight and transit customers by managing service reviews, driving resolution of operational issues, and maintaining clear visibility into upcoming work through structured planning processes (30/60/90-day outlooks). This role is critical in improving customer satisfaction, reducing operational inefficiencies, and strengthening Wabtec’s credibility as a trusted service provider. You will regularly report service performance, risks, and trends to leadership and customers.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline
- Minimum of 9 years of experience in railroad operations, dispatching, signaling, PTC systems, or mission-critical service delivery
- Strong understanding of railroad operating environments (freight and/or passenger)
- Proven experience managing multiple customer accounts in a service delivery or operations role
- Excellent communication, stakeholder management, and escalation handling skills
- Experience coordinating cross-functional technical teams in a 24/7 operations environment
Nice To Haves
- Experience with PTC back-office systems
- Familiarity with network infrastructure in rail environments (e.g., VPN, MPLS, cloud connectivity)
- ITIL or service management certification
- Experience with RCA/PIR processes and service performance governance
- Background in SaaS or hosted managed services delivery
- AWS Infrastructure knowledge
Responsibilities
- Serve as the primary point of contact for customer service delivery across assigned accounts
- Lead recurring service review calls (weekly, bi-weekly, monthly) with customers
- Maintain and communicate 30/60/90-day service outlooks, including maintenance, upgrades, and risks
- Coordinate with technical operations teams to ensure timely resolution of issues and completion of RCAs/PIRs
- Manage customer escalations and ensure clear, timely communication
- Align scheduling of maintenance activities with customer and internal teams
- Support change request discussions and ensure clear communication of scope and impacts
- Track and report service performance metrics, risks, and improvement opportunities
Benefits
- Relocation assistance may be provided if eligibility requirements are met.
- health, welfare, and retirement
- annual bonus, if eligible
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
