Senior Service Delivery Manager - Transportation Technology (ITS)

SONDA is a leading IT services and systems integration company in Latin America, with more than 50 years of experience delivering innovative technology solutions. With an expanding presence in the United States, we continue to grow our business and support organizations in their digital transformation journeys.

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About the Opportunity

We are looking for a Senior Project Manager – Transportation Technology (ITS) to work with one of our key clients in Miami, FL in Miami, FL, supporting technology operations for public transportation agencies and transportation authorities in the United States.

This role offers the opportunity to lead the delivery and continuous improvement of critical transportation technology services, ensuring system availability, operational efficiency, and customer satisfaction.

You will oversee technical support teams, field operations, maintenance activities, vendors, and subcontractors, ensuring compliance with contractual Service Level Agreements (SLAs) and operational performance targets.

Key Responsibilities

• Lead end-to-end service delivery for transportation technology contracts, ensuring compliance with SLAs, KPIs, and contractual requirements.
• Manage technical support teams, field technicians, subcontractors, and technology partners.
• Oversee incident, problem, and change management processes, ensuring timely resolution of technical issues.
• Coordinate preventive and corrective maintenance activities for onboard and transportation technology systems.
• Monitor service performance, system availability, response times, resolution times, and customer satisfaction.
• Manage customer relationships, conducting regular service reviews and presenting performance reports.
• Coordinate technical escalations with engineering teams, manufacturers, and technology providers.
• Oversee warranty claims, equipment replacement, spare parts, and RMA processes.
• Identify opportunities for process optimization, automation, and continuous service improvement.
• Support the transition of technology projects from implementation to ongoing operations and maintenance.

Requirements

• Proven experience in service delivery, technical operations, IT service management, or systems integration.
• Experience managing technical support teams, field service organizations, or complex customer support operations.
• Strong knowledge of SLA and KPI management, incident management, problem management, and change management.
• Experience coordinating technical teams, vendors, and subcontractors.
• Knowledge of preventive and corrective maintenance processes.
• Familiarity with transportation technology, ITS, fleet systems, telecommunications, or other mission-critical technology environments.
• Strong customer relationship management, communication, and problem-solving skills.
• Professional English proficiency.

Nice to Have

• Experience in public transportation, transit agencies, ITS, or Smart Mobility projects.
• Knowledge of CAD/AVL, automatic fare collection, video surveillance, passenger information systems, and onboard technologies.
• ITIL certification.
• Experience with ServiceNow, Jira Service Management, or similar service management platforms.
• Knowledge of networking, telecommunications, cloud platforms, and onboard electronic systems.

Additional Information

• Location: Miami, Florida, USA.
• Travel to customer locations throughout the United States may be required.
• Availability outside standard business hours may occasionally be necessary for critical incidents or operational events.

All vacancies at Grupo SONDA are open to people with disabilities.