Hosted Service Delivery Manager

About the role

You will lead customer-facing service delivery for Wabtec’s hosted Positive Train Control (PTC) back-office solutions. Acting as the primary interface between customers and internal teams, you will ensure reliable service performance, proactive communication, and operational alignment for freight and transit railroads across North America. The role involves managing service reviews, driving resolution of operational issues, and maintaining clear visibility into upcoming work through structured 30/60/90-day planning processes. You will report service performance, risks, and trends to leadership and customers, improving satisfaction and reducing inefficiencies.

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

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline
• Minimum of 7 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

Preferred Qualifications

• 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

Physical Demands

This role primarily involves office work, including extended periods of sitting, communicating via phone and video conferencing, and working on a computer. Occasional travel to customer sites or Wabtec locations may be required. Ability to communicate clearly and effectively in customer-facing settings is essential.

Pay

The salary range for this role is $91,100–$129,800. The actual salary offered may be influenced by factors such as training, transferable skills, work experience, education, business needs, market demands, and work location. Other benefit offerings may include an annual bonus (if eligible).

Benefits

Comprehensive benefits include health, welfare, and retirement plans. More information is available at mywabtecbenefits.com.