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 ch