Service Manager

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Service Manager Date:

27 Oct 2026

Location:

Montreal, CA

Company:

Alstom

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) 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 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 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