Jacksonville, FL3 days ago
What do we want to know about you?** _You must have:_ + Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business, or a related discipline + Minimum of 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 _We would love it if you had:_ + 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 **What will your typical day look like?** + 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 **What about the physical demands of the job?** + This role primarily involves office work, including extended periods of sitting, communicating via phone and video conferencing, and working on a computer. 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 **How will you make a difference?**