Service Manager (Rail)

Location: Montreal, Quebec, Canada (hybrid); occasional regional and international travel across Canada and the USA is required.

Company

hirify.global provides passenger and fleet connectivity, onboard infotainment, condition-based monitoring and maintenance solutions for the railway industry.

What you will do

• Manage customer relationships, contracted scope, service reviews, SLAs, KPIs and contractual commitments.
• Coordinate end-to-end service delivery across the L1 Service Desk, L2 Field Service, L3 Engineering and suppliers.
• Lead regional Field Service Engineers and other personnel, including recruitment, performance, development, workload and leave management.
• Represent Operations and Maintenance during project delivery, mobilisation and transition into service, ensuring documentation, training and tools are ready.
• Manage service budgets, financial performance, resource assumptions, margins, renewals, extensions and growth opportunities.
• Maintain risk, capacity and supplier-management processes and drive service-improvement plans across the organisation.

Requirements

• Degree, professional qualification or equivalent relevant experience in service or project management, engineering, operations or business management.
• Demonstrable experience managing customer-facing service contracts, SLAs, KPIs and senior operational customer relationships.
• Experience managing and developing operational or technical employees and coordinating delivery across multiple teams.
• Experience with resource, workload and capacity planning, supplier or subcontractor performance, cost control, forecasting, scope control and margin management.
• Good understanding of ITIL, TL9000 and X60-000 standards; ITIL 4 Foundation or above is desirable.
• English is required.

Nice to have

• Experience in rail, transport, telecommunications, digital services or another safety- or service-critical industry.
• People-management, leadership, commercial, contract-management or project-management qualifications.

Culture & Benefits

• Work in a fast-growing environment focused on railway connectivity and fleet-management technology.
• Collaborate with specialists across customer, engineering, operations and supplier functions.
• Flexible working arrangements and reasonable adjustments may be considered where possible.
• Inclusive and diverse employment environment with equal-opportunity commitments.