Hosted Service Delivery Manager
Who will you be working with?
Our Hosted Services team delivers mission-critical Positive Train Control (PTC) back-office solutions for over 25 freight and transit railroads across North America. The team combines deep railroad domain expertise with cloud, network, and application operations to ensure safe and reliable rail operations. In this role, you will work closely with customer stakeholders, technical operations teams, cloud and network engineering, and commercial support functions to deliver high-quality managed services.
How will you make a difference?
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.
What do we want to know about you?
- You must have:
- A Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline
- A minimum of 9 years of experience in railroad operations, dispatching, signaling, PTC systems, or mission-critical service delivery
- A 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
- We would love it if you had:
- 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
What will your typical day look like?
- 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
- Cookordinate 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
What about the physical demands of the job?
- 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.
What could you accomplish in a place that puts People First?
At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.
Who are we?
We are a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.
Culture powers us and the possibilities.
We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.
We’re proud to be an Equal Opportunity Employer.
We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.