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, rapid-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 setting 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 reviewsMaintain 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 suppliersMonitor performance, resolve cross-functional issues and elevate as requiredEnsure service priorities, change requests, and customer commitments are understood and managed across all contributing teamsService performance and reporting

Monitor and action contractual SLAs,



KPIs and other service commitmentsProduce 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 requiredEnsure teams are appropriately structured, resourced, and competent to meet operational and customer requirementsManage recruitment, objectives, performance, development, workload, leave, working arrangements, etc., in line with company policiesService transition and operational readiness

Represent O&M; during project delivery, mobilisation and transition into serviceEnsure 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 customerManage the required OI, sales and GM per contractIdentify renewals, extensions and growth opportunities and provide the customer, operational, resource and costing inputs required through the approved O&M; business-development and bid processRisk, capacity and supplier management

Maintain operational, contractual and customer risk registers and ensure appropriate owners and mitigationsMaintain a forward view of regional resource and service capacityMonitor the performance of suppliers, subcontractors, spares, repairs and logisticsContinual improvement and collaboration

Maintain service-improvement plansShare lessons learned, customer input and effective practices across O&M; organisationContribute 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 disciplineRecognised IT service management qualification,



preferably ITIL 4 Foundation or above is desirableRelevant people-management or leadership qualifications are desirableRelevant commercial, contract-management or project-management qualifications are desirableRail, transport, telecommunications, digital systems or critical-infrastructure experience is desirableExperience Requirements:

Demonstrable experience of managing customer-facing contracts, ideally in servicesExperience of acting as a senior operational interface with customersExperience of managing contract performance (SLAs and KPIs)Experience of managing and developing operational/technical employeesExperience of coordinating delivery across multiple teams/functional reporting linesExperience of resource, workload and capacity planningExperience of supplier or subcontractor performance managementStrong financial and commercial awareness, including cost control, forecasting, scope control and margin managementExperience of working in a fast-paced, international and customer-facing environmentExperience in rail, transport, telecommunications, digital services or another safety- or service-critical industry is desirableOther Essential Requirements:

Good understanding of ITIL/TL9000/X60-000 standardsLanguages - EnglishKey Behavioral Competencies:

Able to build effective and credible customer relationshipsExcellent multi-tasking and prioritization skillsCommercial awarenessWorks constructively across multi-functionsCommunicates clearly and appropriately with customers, employees and senior managementCapable people leaderAnalytical thinkerActively seeks more effective, consistent and sustainable ways of workingOur 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 [email protected].

📌 Service Manager (Winnipeg)
🏢 Nomad Digital
📍 Winnipeg