Manager - Services Operations KinetiX

Job Summary

Its not just about your career or job title Its about who you are and the impact you will make on the world. Because whether its for each other or our customers, we put People First. When our people come together, we Expand the Possible and continuously look for ways to improve what we create and how we do it. If you are constantly striving to grow, youre in good company. We are revolutionizing the way the world moves for future generations, and we want someone who is ready to move with us.

Responsibilities

• Lead the KinetiX Services team in India, including L1/L2 remote support, calibration support, system testing, and regional services execution.
• Own services delivery for Indian Railways customer accounts while supporting the global customer base through remote services and technical support.
• Ensure customer commitments are delivered on time, on budget, and in alignment with contractual obligations, service-level agreements, and safety requirements.
• Drive regional services strategy to improve mean time to repair, support resolution, service quality, and system uptime of 95% or greater.
• Own regional services revenue, margin performance, budget management, service contract performance, and financial risk visibility.
• Lead safety strategy and ensure procedures are clearly defined, communicated, and consistently followed.
• Coordinate across Services, Engineering, Product, Project Management, and Sales to resolve customer issues efficiently.
• Build Services capability, documentation, troubleshooting discipline, and support processes that enable at least 85% of support issues appropriate for Services ownership to be resolved within Services.
• Oversee multiple simultaneous, large-scale customer activities while ensuring clear ownership, prioritization, and communication.
• Lead proposal development for new and renewed service contracts, including scope, cost, margin, risk, and resource planning.
• Grow the services portfolio by identifying opportunities to expand contract value, improve margin, and increase customer support coverage.

Requirements

• Bachelors degree in Business, Engineering, Technology, or a related technical discipline.
• 10 or more years of leadership experience supporting technically complex products, services, systems, or customers.
• Experience managing service-level agreements, customer commitments, contract performance, budgets, revenue, and margin improvement.
• Experience leading technical service teams responsible for remote support, field support, calibration, testing, or troubleshooting.
• Experience with large-scale software, hardware, or integrated technology projects; rail industry experience preferred.
• Demonstrated ability to hire, mentor, coach, develop, and motivate geographically dispersed teams.
• Strong executive communication, analytical, and problem-solving skills.
• Willingness to travel up to 15% of the time and maintain a valid passport.

Typical Day

• Lead daily execution for the India services team, including priorities, workload, escalations, and team development.
• Review customer commitments, open issues, uptime, support metrics, and escalation risks across India and global remote support activities.
• Meet with customers and internal stakeholders to communicate status, understand challenges, and drive timely resolution.
• Monitor cost, revenue, margin, contract performance, and forecast risks.
• Implement service improvement plans that increase efficiency, reduce engineering dependency, and improve customer experience.
• Coach team members to strengthen technical ownership, communication, customer focus, and operational discipline.

Physical Demands

• Office-based work requiring extended periods of sitting and computer use.
• Occasional field work may be required to understand customer challenges and field team operations.