Hosted Service Delivery Manager

Job Description 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. 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. What do we want to know about you? You must have: 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 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 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 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. You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary. Relocation assistance may be provided if eligibility requirements are met. Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable). Additional Information Our job titles may span more than one career level. The salary rate for this role is currently $104800-149300 The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible. 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. If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you. Who are we? Wabtec is 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. Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at 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. Need accommodation? Just let us know - we’ve got you. Worker Sub Type: Regular Job Family: Business Program Management