Service Program Manager

Services Program Manager

WHAT'S IN IT FOR YOU

Benefits:

• Compensation: $112,000 - $154,000 CAD annually
• Annual Performance-Based Incentive Bonus
• 5% RRSP match
• Stock purchase plan
• Starting 3 weeks of vacation
• Benefits package (health and dental) + $600 health spending account
• Half-Day Fridays
• Continuous learning and career growth with global mobility opportunities.
• A chance to contribute to something bigger - advancing the future of healthcare through automation.

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 & Execution
• Provide 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 Leadership
• Strategic Thinker & Problem Solver
• Strong Negotiation and Communication Skills
• Customer-Centric Mindset
• Financial Acumen
• Technical and Business Expertise

Health, 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 procedures
• Refrain from removing or altering safety devices or guarding unless hazardous energies are controlled through lockout-tagout methods
• Report any unsafe…