Service Program Manager

ATS Automation Tooling Systems Inc; Cambridge; On-site; CAD 112,000 - 154,000; Full time

Job summary

A leading automation solutions provider in Cambridge is looking for a skilled Service Program Manager to oversee global service programs. You will lead a team of Project Managers, ensuring projects meet quality, budget, and timeline standards while enhancing customer satisfaction. This role requires excellent leadership, communication, and strategic thinking abilities, along with a strong track record in managing service programs and teams. The position offers competitive compensation and numerous growth opportunities within the organization.

Benefits

Annual Performance-Based Incentive Bonus

5% RRSP match

Stock purchase plan

Starting 3 weeks of vacation

Health and dental benefits

Half-Day Fridays

Continuous learning opportunities

Qualifications

• Minimum 7–10 years of experience managing complex service programs.
• Proven success leading Project Managers and Coordinators.
• Strong background in automation or related industries preferred.

Responsibilities

• Lead and mentor a team of Service Project Managers and Coordinators.
• Drive adherence to program management processes.
• Build and maintain strong, trust-based relationships with customers.

Skills

Leadership

Strategic thinking

Problem solving

Customer-centric mindset

Communication skills

Education

Bachelor’s degree in Engineering or related field

PMP certification (completed or in progress)

Job description

Overview

ATS Company: Life Sciences Systems

Requisition ID: 16432

Location: Cambridge, ON, CA, N3H 4R7

Date: Feb 5, 2026

Service Program Manager

Services Program Manager

What’s in It For You

• 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.

Responsibilities

• 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.
• 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.
• 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
• 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 conditions or unsafe acts
• Report defect in any equipment or protective device
• Ensure that the required protective equipment is used for the assigned tasks
• Attend all required health, safety and environmental training
• Report any accidents/incidents to supervisor
• Assist in investigating accidents/incidents
• Refrain from engaging in any prank, contest, feat of strength, unnecessary running or rough and boisterous conduct

Compliance 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 compliance
• Hold team members accountable for health, safety and environmental compliance as part of the annual performance review process
• Ensure that the requirements of the health, safety and environment management system are implemented and maintained
• Carry out hazard assessments, inspections, and audits as required by legislative framework and/or corporate requirements
• Ensure that training is provided to all departmental employees are per established training matrix
• Implement appropriate corrective measures for unsafe conditions and unsafe acts
• Ensure that appropriate equipment, materials and protective devices are provided and maintained in safe condition
• Provide information, instruction, and supervision to employees
• Take every precaution reasonable in the circumstances for the protection of employees and customer

If you're excited about this role, but do not meet all the qualifications listed above, you are still encouraged to apply

Why YOU should join our ATS Life Sciences Systems team: We value our PEOPLE - The foundation of a great company is having the best team which is why we continuously work to develop, engage, empower and energize our people. The best people want to work with the best team - the best teams are diverse and inclusive teams.

What we do MATTERS - our Life Sciences projects contribute to improving the lives of people around the world! ATS has made a commitment to be carbon neutral by 2030! INNOVATION and PROBLEM SOLVING is at our core - Our pursuit of continuous improvement in everything we do. Our focus is on building diverse teams, stimulating innovation by challenging conventional thinking, encouraging fresh ideas and promoting creative problem-solving We prioritize internal GROWTH & DEVELOPMENT - ATS offers endless opportunities for professional growth and development – with a tuition reimbursement program, individual development programs and a commitment to promoting from within - there is space for you to grow your career at ATS! We offer COMPETITIVE Total Rewards - Competitive starting salaries, overtime pay eligibility, paid vacation, Employee Incentive Bonus program, comprehensive health and dental benefits including Lifestyle Spending Account, 5% RRSP matching program and optional Employee Share Purchase Program

The compensation offered will be based on the local job market and may vary depending on factors such asthe job-related knowledge, skills, experience of the selected candidate, as well as other objective business considerations. Subject to these considerations, the total compensation package for this position may also include other elements, such as an annual cash incentive in addition to a full range of medical, retirement, and/or other benefits. Details of these benefits will be provided when the selected job candidate receives an offer of employment.

A place to BELONG: We celebrate our differences and ensure that all employees have equal opportunities for growth and development. We believe that diversity of thought, background, and experiences is essential for our success and innovation.

This rolerepresentsan existing vacancy within the organization.