Hosted Service Delivery Manager

Responsibilities

Our Hosted Services team delivers mission‑critical Positive Train Control (PTC) back‑office solutions to freight and transit railroads. 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.

As part of the Digital Intelligence S&S Surface Transportation division, you will lead customer‑facing service delivery for Wabtec’s hosted PTC solutions, acting as the primary interface between customers and internal teams, ensuring reliable service performance, proactive communication, and operational alignment.

• 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

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline
• Minimum 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

• 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

• 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.

You may also be asked to perform other duties outside your function or trade, for which adequate training will be provided if necessary.

Salary range: $104,800 – $149,300. Benefits include health, welfare, and retirement programs, available at  Other benefit offerings may include annual bonus if eligible. 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). Need accommodation? Just let us know – we’ve got you.

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.