Service Manager
Arrive · London
We’ve signed up to an ambitious journey. Join us!
As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.
The Role
As a Service Manager at Arrive, you will take full ownership of steering, coordinating, and executing our "Run" projects and long-term maintenance contracts within the Transport Business Unit. You will serve as the pivotal link between our clients and internal engineering teams, functionally overseeing all internal and external stakeholders involved in the lifecycle of the Run projects and service contracts you pilot.
At Arrive, this mission is highly hands-on and outcome-driven: you will manage a portfolio of active maintenance contracts, coordinating diverse teams to ensure seamless service delivery while maintaining absolute control over Quality, Costs, and Deadlines.
How to make an impact
Warranty & Maintenance Contract Governance
Contractual Custodianship: Oversee the transition of deliverables from the "Build" phase to the "Run" phase. Actively participate in drafting, reviewing, and executing service level agreements (SLAs) and maintenance contracts.
SLA & Performance Reporting: Own the production, trend analysis, and delivery of monthly and quarterly SLA reports, ensuring absolute compliance with contractual service levels and high customer satisfaction.
Stakeholder Orchestration: Drive internal coordination with Hardware & Software Engineering, Repair, Validation, and IT Support teams to ensure proper resource allocation and maximize productivity.
Run Projects & Fleet Modernization (Retrofits & Upgrades)
End-to-End Lifecycle Coordination: Lead complex Run projects during critical fleet updates (upgrades, retrofits) through all stages—from launch and design to validation, field deployment, and final acceptance testing (VA/VSR)—in close partnership with the Technical Project Manager.
Rigorous Scheduling & PMO Discipline: Initialize and maintain macro and micro project schedules. Track workloads, task dependencies, and milestones using standard internal PMO tools.
Meeting Cadence: Establish and lead internal alignment structures, including weekly operational check-ins and monthly reviews.
Commercial & Financial Performance
P&L & Margin Protection: Actively monitor the financial health and P&L of your designated accounts, optimizing costs and revenues to prevent margin erosion.
Invoicing & Cash Flow: Ensure all service invoices are issued, tracked, and paid on time in accordance with contractual payment terms.
Scope Integrity & Up-Selling: Identify risks and proactive commercial opportunities to upsell services, negotiate contract amendments, or secure new service agreements, directly growing the revenue of our Transport Business Unit services.
Customer Relationship Management
Primary Interface: Act as the trusted day-to-day point of contact for external stakeholders, public transit authorities, operators, and engineering consultants (AMO/MOE).
Steering Committees: Prepare, lead, and follow up on customer technical meetings and executive project steering committees.
Your background
Industry Experience: Proven track record in project management or service delivery within the Transport, Mobility, Smart Transit, or Software-as-a-Service (SaaS) industries.
SLA & Run Mastery: Demonstrated experience managing complex, client-facing maintenance contracts or service agreements with strict SLA requirements.
Financial Savvy: Strong experience managing project-level finances, cost forecasting, invoice tracking, and contract change management (P&L/margin optimization).
Communication & Collaboration: Exceptional communication skills with a natural ability to translate technical concepts into business-driven solutions for clients and senior management.
About Arrive
Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive.