Service Delivery Manager

Req ID:517357 

At Alstom, we understand transport networks and what moves people. From high-speed trains, metros, monorails, and trams, to turnkey systems, services, infrastructure, signalling and digital mobility, we offer our diverse customers the broadest portfolio in the industry. Every day, more than 80 000 colleagues lead the way to greener and smarter mobility worldwide, connecting cities as we reduce carbon and replace cars.

Position Summary:

Based in Oakville, Ontario, The SDM operates within the Network Operations Control Centre (NOCC), overseeing all crew related operational impacts across normal, degraded, and incident conditions. Scope includes: real time crew deployment, incident response support, operational logging, communication governance, delay attribution input, safety compliance, and stakeholder coordination with Metrolinx, Traincrew, Supervisors, Maintenance, Infrastructure partners, and internal Alstom teams.

Key Responsibilities:

Crew Resource Management & Operational Control

• Ensures real-time visibility of crew availability, qualifications, hours, and restrictions.
• Manages deployment, fatigue compliance, and crew resource allocation to support safe and reliable service delivery.

Incident Response, Coordination & Recovery

• Provides structured operational support during service disruptions, coordinating crew-related actions and recovery activities in alignment with Metrolinx direction and incident workflows.
• Oversees Alstom’s TOO during technical service recovery.

Operational Information, Logging & Delay Attribution

• Maintains complete, accurate, and time-stamped operational logs, timelines, and documentation.
• Supplies factual input for delay attribution and supports post-incident reviews.

Communication, Liaison & Stakeholder Engagement

• Ensures disciplined, structured communication with Metrolinx Control, internal teams, supervisors, and operational partners.
• Prevents conflicting messages and maintains alignment across stakeholders.

Governance, Compliance & Safety Management

• Applies safety-first principles, adheres to rest rules, desk isolation protocols, and operational SOPs.
• Escalates risks appropriately and ensures consistency with regulatory and organizational standards.

All about you

We value passion and attitude over experience. That’s why we don’t expect you to have every single skill. Instead, we’ve listed some that we think will help you succeed and grow in this role:

Education and Experience

• Grade 12 or higher education required
• 5 years of railway management experience or other safety critical industry, preferably in a control centre environment
• CROR qualification is an asset (or ability to successfully complete CROR qualification provided)

Skills & Competencies

• Computer skills compulsory (excel, outlook, or office suite applications)
• Ability to communicate clearly over various mediums (face to face, phone, email or radio)
• Excellent interpersonal skills
• Structured, organized and rigorous
• Team player
• Proactive behavior
• Problem solving
• Resilient (to pressure, to last minutes deliveries…)

Working Conditions

• Office environment at a control centre.
• Rotating shifts in a 24/7 environment.

Compensation

The expected compensation for this role $100,000 - $120,000 CAD per year, plus benefits and eligibility for an annual performance bonus. Final compensation will be based on skills, experience, and internal equity.

What You’ll Enjoy

Join us on a long-term, transformative career journey. The rail industry is here to stay—and so are the opportunities.

• A stable career with meaningful challenges and varied responsibilities.
• Exposure to new operational standards and industry-leading practices.
• Collaboration with multidisciplinary teams and supportive colleagues.
• Opportunities to contribute to innovative projects and workforce development initiatives.
• A flexible, inclusive working environment.
• Career mobility across functions, projects, and even countries.
• Award‑winning learning and development programs.
• Competitive compensation and benefits, including comprehensive health, life, and pension coverage.

You don’t need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family, you’ll be proud. If you’re up for the challenge, we’d love to hear from you!

Important to note

As a global business, we’re an equal-opportunity employer that celebrates diversity across the 63  countries we operate in. We’re committed to creating an inclusive workplace for everyone.

Job Type:​Experienced​