Technical O&M Service Manager

BACKGROUND:

AMS/Emovis operates and maintains several electronic toll collection (ETC) free-flow systems across Europe. These systems typically include roadside systems for vehicle detection, identification and classification, and back-office systems to process traffic data and make it available to connected systems for toll charging and enforcement. Our systems operate in real-time, 24x7 with high availability and are subject to strict performance measures to ensure compliance with the toll scheme business rules and maximum toll revenue collection. Our clients are government authorities with responsibility for transport infrastructure and tolling. Our operations and maintenance (O&M) contracts are typically for 5-10 years, during which time the O&M services that we provide include ensuring that the systems are fully available, regularly maintained and evolve to meet developing technical and business needs. The O&M services also include calculating and reporting system performance to our clients, working with them to develop new features and enhancements as well as invoicing for the O&M services

JOB PURPOSE:

We are seeking a Technical Operations & Maintenance Service Manager to join our European operations team to manage these O&M services on behalf of several clients. Ultimately, the successful candidate will be responsible for ensuring full compliance with each client's specific O&M service contractual requirements. The role involves understanding contractual O&M requirements, developing O&M strategies to meet these needs, coordination of internal and external resources to provide the required services and reporting to and liaising with clients and the Emovis management team. Proactive maintenance prevents faults from arising and reactive maintenance is required when faults arise in an unexpected way. In this role you will coordinate and manage these maintenance activities, managing both internal resources (eg monitoring and maintenance teams) and external subcontractors (eg for on-site roadside maintenance).

MAIN ACTIVITIES:

PROVIDE O&M SERVICE

Responsible for maintenance of the end-to-end solution including roadside and back-office systems (equipment, applications, operating systems, database and communications)

Ensure O&M contract compliance and AMS/Emovis policies

Coordinate activities of supporting internal (eg Emovis central roadside maintenance team) and external teams (eg on-site roadside maintenance subcontractor)

Measure, record and report KPI performance and trends and key maintenance interventions

Coordinate scheduled maintenance

Coordinate incident response and unscheduled maintenance

Manage key O&M subcontractors, partners and vendors

Manage operations services, if any, (eg manual image review)

Ensure effective asset management, including equipment spares

MANAGE RELATIONSHIP WITH CLIENT

Client relationship management (multiple clients)

Commercial activities related to the clients and zones of the contract

MANAGE O&M SERVICE COSTS VS BUDGET

Manage and report O&M P&L (monthly/year-to-date actuals vs budget and forecast)

DESIGN & PROVIDE SERVICE MODEL FOR NEW PROJECTS

Definition and deployment of the strategy and plans

Contribute to set-up activities for new contracts and bids

Support continuous improvement initiatives of products and processes and implement efficiencies and optimization actions

REQUIRED SKILLS:

General Management Excellent communications and relationship management. Excellent planning and coordination. Ability to link effectively between non-technical and technical teams. Subcontractor management. Comfortable working with contracts and dealing with conflict and disputes. Comfortable being O&M representative and being highly available when required. Change management

Financial Management Excellent budget setting and P&L management. PO and invoice management

Technical Excellent technical operations and maintenance skills (eg for IT infrastructure, networks or other real-time systems). Strong understanding of ITIL framework for IT service management. Experience with service desks and ticket management processes and tools (eg Jira, ServiceNow)

At least 5-years' experience in a similar role.

English required. French is desired.