Service Program Manager
Job in
Cambridge, Ontario, Canada
Listing for:
ATS Automation
Full Time
position
Listed on 2026-03-08
Job specializations:
-
Management
Operations Manager
Job Description & How to Apply Below
Job Description
ROLE
SUMMARY:
We are seeking an enthusiastic, highly skilled Service Program Manager to lead a dynamic team of Project Managers and Coordinators. This individual will own a global service program portfolio from purchase order to final customer acceptance, ensuring delivery excellence, financial performance, and customer satisfaction. The role requires strong leadership, strategic thinking, and the ability to communicate effectively across all levels of the organization, including executive leadership.
Occasional travel and the ability to build trust-based relationships with customers are essential
KEY RESPONSIBILITIES
Program Leadership & ExecutionProvide overall accountability for the assigned global service program portfolio.Lead and mentor a team of Service Project Managers and Coordinators, fostering a culture of high performance, collaboration, and continuous improvement.Ensure projects are executed on schedule, within budget, and meet all contractual and compliance requirements.Drive adherence to program management processes and project governance standards.Customer Engagement
Act as the primary escalation point for key customer accounts within the services portfolio.Build and maintain strong, trust-based relationships with customers, serving as their advocate post-Site Acceptance Testing.Ensure customer satisfaction through proactive communication and issue resolution, measured by Net Promoter Score.Financial & Operational Management
Oversee program financial performance, including revenue forecasting, invoicing, and receivables management.Collaborate with Finance to ensure accurate billing and milestone documentation.Prepare and maintain resource and financial forecasts, mitigating risks to business objectives.Strategic Leadership
Set high standards for team performance and accountability.Conduct regular team meetings and one-on-one sessions focused on development and career growth.Promote best practices and lessons learned across projects and departments.Harmonize approaches between capex and service teams where possible.Lead the annual employee evaluation process.Business Development
Support sales efforts through customer visits, presentations, and strategic account development.Promote aftermarket service offerings and spare parts packages.Understand and nurture Customer Lifetime Value.Qualifications
Education
Bachelor’s degree in Engineering (electrical, mechanical, controls, or related discipline), or three-year college diploma and related experience.PMP certification (completed or in progress) strongly preferred.Additional business degree or diploma is an asset.Experience
Minimum 7–10 years of experience managing complex service programs with multidisciplinary teams.Proven success leading Project Managers and Coordinators within a program structure.Strong background in automation or related industries preferred.Demonstrated ability to communicate effectively with executive leadership and customers.Experience managing financial performance and resource allocation for large programs.Key Attributes
Inspirational LeadershipStrategic Thinker & Problem SolverStrong Negotiation and Communication SkillsCustomer-Centric MindsetFinancial AcumenTechnical and Business ExpertiseHealth, Safety & Environmental
All employees have the responsibility to work in a safe manner and report any health, safety or environmental concern to their manager or supervisor in a timely manner.
Health, Safety and Environment include:
Work in compliance with divisional health, safety and environmental proceduresRefrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methodsReport any unsafe conditions or unsafe actsReport defect in any equipment or protective deviceEnsure that the required protective equipment is used for the assigned tasksAttend all required health, safety and environmental trainingReport any accidents/incidents to supervisorAssist in investigating accidents/incidentsRefrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conductCompliance and Safety:
Managers are responsible for creating a positive safety culture and maintaining a safe and healthy workplace.Ensure all activities comply with ATS Code of Business Conduct and safety standards.Champion a positive safety culture and enforce health, safety, and environmental compliance.Ensure that employees receive regular training regarding health, safety and environmental matters.Accountable to ensure that Health, Safety and Environment matters are addressed in a timely manner and that compliance with both legislative and corporate requirements are maintained.Demonstrate leadership in Health, Safety and Environment complianceHold team members accountable for health, safety and environmental compliance as part of the annual performance review processEnsure that the requirements of the health, safety and environment management system are…
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