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Service Manager
Nomad Digital. Oversee Operations & Maintenance service delivery across an assigned region and customer portfolio .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Operations and Maintenance service delivery, managing customer-facing contracts, and leading cross-functional teams. Proficient in financial management, performance monitoring, and maintaining service quality in a fast-paced, customer-centric environment.
Highest-signal resume keywords
Operations ManagementContract Performance ManagementPeople LeadershipFinancial AwarenessITIL Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Delivery ManagementContract ManagementCapacity PlanningPerformance ReportingSLA MonitoringKPI ManagementResource ManagementChange ManagementSupplier Performance ManagementProject Management
Soft Skills
Effective CommunicationAnalytical ThinkingMulti-taskingPrioritizationRelationship Building
Certifications & Qualifications
ITIL 4 FoundationProject Management QualificationPeople Management Qualification
Industry Keywords
RailTransportTelecommunicationsDigital ServicesCritical InfrastructureService-critical IndustryCustomer-facing EnvironmentOperational ReadinessService ImprovementRisk Management
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Oversee Operations & Maintenance service delivery across an assigned region and customer portfolio
- Act as the key customer interface and principal O&M interface
- Ensure contracted services, SLAs, operational requirements and financial targets are managed effectively
- Lead regional Field Service Engineers and other regional personnel
- Coordinate end-to-end delivery across L1 Service Desk, L2 Field Service, L3 engineering and suppliers
- Monitor service performance, resolve cross-functional issues and escalate as required
- Manage service priorities, change requests and customer commitments
- Monitor and action contractual SLAs, KPIs and service commitments
- Produce customer and internal performance reporting covering financial and contract performance, recurring issues, contractual exposure, dissatisfaction, escalations and trends
- Manage recruitment, objectives, performance, development, workload, leave and working arrangements for assigned teams
- Represent O&M during project delivery, mobilisation and transition into service
- Ensure operational readiness, including documentation, training and tools
- Manage service models, resource assumptions and customer budgets
- Manage required OI, sales and GM per contract
- Identify renewals, extensions and growth opportunities and support O&M bids and proposals
- Maintain operational, contractual and customer risk registers and mitigations
- Maintain regional resource and service-capacity planning
- Monitor suppliers, subcontractors, spares, repairs and logistics
- Maintain service-improvement plans and share lessons learned
- Contribute to common O&M models, processes, reporting and tools
Requirements
What you’ll need- 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
- Relevant people-management or leadership qualifications are desirable
- Relevant commercial, contract-management or project-management qualifications are desirable
- 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, including SLAs and KPIs
- Experience of managing and developing operational/technical employees
- Experience of coordinating delivery across multiple teams or functional reporting lines
- Experience of resource, workload and capacity planning
- Experience of supplier or subcontractor performance management
- Strong financial and commercial awareness, including cost control, forecasting, scope control and margin management
- Experience in a fast-paced, international and customer-facing environment
- Good understanding of ITIL/TL9000/X60-000 standards
- English language requirement
- Rail, transport, telecommunications, digital systems or critical-infrastructure experience is desirable
- Experience in rail, transport, telecommunications, digital services or another safety- or service-critical industry is desirable
- Ability to build effective and credible customer relationships
- Excellent multi-tasking and prioritization skills
- Ability to work constructively across multiple functions
- Clear and appropriate communication with customers, employees and senior management
- People leadership capability
- Analytical thinking
- Active focus on effective, consistent and sustainable ways of working
Benefits
Comp & perks- Hybrid work arrangement
- Flexible working arrangements where possible
- Reasonable adjustments available on request
- Inclusive and diverse employer
- Equal opportunities in employment
- Access to latest technology in the field
- Collaborative environment with experts
- Teamwork and trustworthiness-focused work environment