Service Delivery Manager - SQILLS

Service Delivery Manager – SQILLS

Change the future with us.

We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technology around the world.

Why you’ll love working for Siemens!

• Freedom and a healthy work- life balance– Embrace our flexible work environment with flex hours, telecommuting and digital workspaces.
• Solve the world’s most significant problems – Be part of exciting and innovative projects.
• Engaging, challenging, and fast evolving, cutting edge technological environment.
• Opportunities to advance your career and mentorship programs on a local and global scale.
• Competitive total rewards package.
• Profit sharing available.
• Rewarding vacation entitlement with the opportunity to buy and sell your vacation depending on your lifestyle.
• Contribute to our social responsibility initiatives focused on access to education, access to technology and sustaining communities and make a positive impact on the community. 
• Participate in our celebrations, social events and offsite business events.
• Opportunities to contribute your innovative ideas and get paid for them!
• Employee perks and discounts.
• Diversity and inclusivity focused.

Siemens is proud to be an eight-time award winner of Canada’s Top 100 Employers, Canada’s Greenest Employers 2022, Canada’s Top Employers for Young People 2022 and Greater Toronto's Top Employers 2022.

Position Overview

As our first Service Delivery Manager in North America, you will take ownership of the customer relationship and after-sales support for our American live customers using our industry-leading Software as a Service (SaaS) product: S3 Passenger. You will work with the leading inventory and reservation system on the market for rail/bus operators. Do you believe you can manage complex, high-value contracts, hold us to our service level agreements, and at the same time roll up your sleeves to help solve customer incidents day-to-day? Then, this role might be for you!

This is a unique hybrid role: you will spend roughly 50% of your time as a Service Delivery Manager — owning governance, KPIs and the (operational) customer relationship — and roughly 50% of your time as a Business Application Specialist, working alongside our America Customer Centric Team (CCT) to analyze incidents, requests and questions, and to deliver timely solutions. Because we are a small but growing team in North America, this combination is exactly what we need.

In short: you will be the bridge between our customers and our internal teams — and the one our customers can truly depend on!

On the Service Delivery side, you will lead the management of complex, high-value contracts and ensure our services consistently meet — and exceed — contractual KPIs and agreed-upon standards. You will collaborate with our customers to facilitate governance, proactively resolve issues, and drive continuous improvement initiatives. Your leadership will be vital in navigating the growth of service revenues while ensuring our solutions evolve to meet the dynamic needs of our North American partners.

On the Business Application side, you will be a hands-on first point of contact for incidents, questions and any other urgencies. Your strong analytical skills will allow you to promptly analyze our customers' incidents, requests and questions, and offer timely solutions. You will know S3 Passenger inside-out and you keep abreast with all our American customers' business processes and needs. By using the available tooling and through direct contact with the development teams, you will not stop until you have come to a complete solution for our customer. When new developments are required, you know how to collect the necessary information and partner up with our Business Consultants so that our development teams can develop a suitable solution.

Your office will be in Oakville where you will spend valuable time discussing client challenges and solutions with your peers. For those days that require dedicated focus, there is plenty of flexibility to work from home, in a hybrid set-up.

We have a global client base, ranging from North America to a strong client base in Europe. With a global go-to-market strategy we are continuously growing and expanding our footprint to Asia Pacific and Middle East.

What will you do?

Take full ownership of customer relationships during the operational phase, and act as the spokesperson for one or more customers on the operational side;

• Draft, monitor and report on SLAs and KPIs, and continuously improve service operations based on data;
• Facilitate governance with our customers, including regular service reviews with C-level stakeholders;
• Quickly and adequately answer functional and technical issues, incidents, service requests and questions from our customers;
• Stay up to date on the changes and improvements of our software, to be able to help the customer as adequately as possible;
• Partner-up with internal stakeholders, including Business Consultants, Customer Success and the development teams, to revert timely to customers;
• Share knowledge with fellow Business Application Specialists and Service Delivery Managers through documentation and meetings;
• Transition customers from project to run phase, and coach more junior staff on supporting customers as the team grows.

What can you expect from Sqills?

• An enthusiastic, young, diverse and agile group of ~250 colleagues;
• A low sense of hierarchy, this comes with a lot of responsibility!
• An open yet challenging environment of ambitious professionals with different backgrounds;
• The chance to shape a brand-new role and help grow our North American team;
• Inspiring and fun outings with the entire company with colleagues from our other offices in Turkey and France and our hubs in Spain, Portugal and Canada.

What will you need to succeed?

• You have a completed bachelor's degree in Business, Management, IT or a related field;
• You have 3 to 5 years of experience in a role managing customer relationships and operations in a service delivery context;
• Experience in SaaS/Product space, ideally in cloud, microservice, multi-tier and API-first environments;
• You have experience drafting and monitoring SLA agreements, and improving service operations based on KPIs and other data;
• You have affinity with project management principles, support governance and service implementation;
• Comfortable with troubleshooting tooling such as NewRelic (or similar), Postman (or similar), Slack, Jira and Confluence;
• Able to perform basic environment changes, e.g. restarting an instance, is a plus;
• Excellent verbal and written communication skills in English/French (and ideally in Spanish);
• You are a collaborator that dares to challenge colleagues and customers;
• Enjoys and performs under pressure, with strong analytical skills;
• Proactive, patient and customer-oriented attitude;
• Strong dose of inquisitiveness and curiosity.

Salary is commensurate with experience, and ranges between $ 70,000 CAD - $ 100,000 CAD, excluding bonus and benefits. In addition to base salary, this role includes eligibility for an annual discretionary bonus based on Company performance metrics.  

The successful candidate for this position must be fluent in French and English (oral and written) to perform the duties and responsibilities of the role. 

• The role requires interaction with English and/or French speaking customers and suppliers across Canada and/or abroad.
• The role requires regular interaction with Siemens colleagues based in Quebec, Ontario, nationally and internationally.

About us.

We share our ideas and champion the people behind them.

Siemens Mobility is a separately managed company of Siemens AG. As a leader in transport solutions for more than 175 years, Siemens Mobility is constantly innovating its portfolio. Its core areas include rolling stock, rail automation and electrification, a comprehensive software portfolio, turnkey systems as well as related services. With digital products and solutions, Siemens Mobility is enabling mobility operators worldwide to make infrastructure intelligent, increase value sustainably over the entire lifecycle, enhance passenger experience and guarantee availability. In fiscal year 2022, which ended on September 30, 2022, Siemens Mobility posted revenue of €9.7 billion and had around 38,200 employees worldwide. Further information is available at:

In Canada, Siemens Mobility has been providing solutions to the transportation industry for more than 40 years, including railway infrastructure maintenance services on the rail networks in Quebec and Ontario, light rail vehicles in Edmonton and Calgary, trainsets delivered to VIA Rail Canada, new trainsets for Ontario Northland that will bring back Northeastern passenger rail to Ontario that are expected to be delivered in 2026, an order for locomotives for Montreal’s exo and the rail electrification and overall system maintenance of the light rail transit network in Kitchener-Waterloo. Our footprint also includes dispatching services operated from Dorval, Québec, to more than 25 railways across Canada covering over 3,400 miles of track.

Today, Siemens Mobility provides customers with full-service capabilities for the entire life cycle of their projects to help evolve our growing cities while supporting Canada’s sustainability goals.

To learn more about Siemens Mobility, visit our website at Siemens Mobility | Canada | Siemens Mobility Canada