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 elevate 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 adaptable working arrangements or appropriate reasonable adjustments on request. To discuss further, please email [email protected].

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📌 Service Manager (Quebec City)
🏢 Nomad Digital
📍 Quebec City