Regional Services Manager - Canada

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The successful candidate will oversee the successful execution of AMI, Smart Grid, and utility distribution projects across Canada while ensuring the performance, reliability, and optimization of our FlexNet platform and related technologies. The Regional Services Manager is responsible for ensuring each project is completed on-time, on-budget, and within customer specifications — while also driving continuous improvement in technical service delivery and team capability.

Team Leadership & Regional Management

• Lead, mentor, and develop a regional team of Project Managers and Application Engineers across Canada
• Assign resources to projects and field maintenance work based on workload, technical complexity, and customer priorities
• Drive talent development using the CPG process and foster a culture of technical excellence and customer focus
• Manage performance, conduct reviews, and support career growth for direct reports
• Effectively manage a remote, multidisciplinary team and drive culture change across the regional organization

Project & Service Delivery

• Oversee installation, service, and warranty execution of utility distribution, Smart Grid, and AMI projects within the Canadian region
• Coordinate all customer and project activities including system acceptance, maintenance, and warranty services
• Monitor project activity, address customer service and field maintenance issues, and ensure adherence to schedules and budgets
• Lead pre-award coordination, contract and SOW development, and review
• Ensure all project phases are documented appropriately and executed in line with company and customer standards

Technical Leadership

• Provide technical direction on AMI (Sensus FlexNet) system performance, optimization, and reliability
• Guide the team in troubleshooting and resolving complex issues across head-end systems and network components
• Champion preventive maintenance plans (daily, weekly, monthly), system health monitoring, and meter read performance improvements
• Recommend and approve system improvements, over-the-air upgrades, and hardware enhancements
• Oversee backend data flow analysis to diagnose and resolve deployment issues
• Ensure compliance with data security, privacy, and regulatory standards relevant to Canadian utility operations
• Architect customer solutions by leveraging expert knowledge of Sensus services and products such as RNI, MDM (Sensus Analytics), AMR Reading (Sensus EasyLink), and required integrations

Customer & Stakeholder Engagement

• Serve as the senior point of escalation and primary customer interface for the Canadian region
• Represent the region across business development phases: RFP, shortlist, customer contract negotiations, and endpoint installation contractor SOWs
• Build strong strategic relationships across Sensus organizations including Sensus Sales, Technical Support, Professional Services, Engineering, Marketing, and Product Management
• Align closely with Canadian Distributor to drive resolution of post-sales technical issues
• Provide project status reporting to senior management and lead customer conflict resolution

What You’ll Bring:

• Bachelor’s degree in Engineering, Computer Science, or a related technical discipline (or equivalent relevant experience)
• 8+ years of combined experience in project management, field service, and/or applications engineering, with at least 3 years in a leadership or people management role
• Demonstrated experience in utility distribution services or operations (water, gas, and/or electric)
• Strong knowledge of utility operations, business processes, and software platforms including Meter Data Management Systems (MDM) and Customer Information Systems (CIS)
• Project management experience covering client relations, budget and scope development, schedule development, and leading cross-functional project teams
• Proven ability to determine key business issues and develop appropriate action plans from multi-disciplinary perspectives
• Effective leadership, project management, and negotiation skills
• Excellent verbal, written, and interpersonal communication skills in English
• Strong analytical, organizational, and presentation skills
• Goal oriented, with the ability to work effectively in both field and office environments
• Willingness to travel within Canada as required to support customers, projects, and team members

Nice to Have:

• Master’s degree, MBA, and/or PMP certification
• Bilingual proficiency in English and French
• Hands-on experience with AMI (Advanced Metering Infrastructure) deployments, RF networks, or IoT-based systems
• Familiarity with Salesforce or enterprise ticketing systems
• AI/ML certification or hands-on experience applying AI in system analysis or optimization

The estimated salary range for this position is $150k to $175k base plus bonus. Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range.  At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, RRSP with company contribution, paid time off, paid parental leave and tuition reimbursement. 

#LI-JO2

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.