Service Delivery Lead

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners. Explore more on Cubic.com.

Job Details:

Job Summary:

The role holder is responsible for all activity related to the efficient and effective provision of Service on a defined contract(s) to meet contractual obligations. They will build and maintain a strong customer relationship for Service and act as the primary point of contact for the customer on a day-to-day basis.

This position supports, and leads where necessary, the successful delivery of support and maintenance operations including sub-contracts, using resources to the levels and timescales stated within the contracts. This position builds and maintains excellent customer and stakeholder relations to enhance business opportunities.

The role holder will work with internal departments to develop and facilitate business improvement solutions that support effective and efficient customer focus, inclusive of but not limited to System defects, improvement initiatives and new solutions.

This role holder works under limited supervision and exercises decision-making authority.

Essential Job Duties and Responsibilities:

1. Build and maintain a strong working relationship with the customer(s) and manage this relationship daily.
2. Act as the primary customer point of contact for matters including relating to Faults Maintenance / Support Maintenance or performance queries. Escalate or resolve issues as appropriate.
3. Oversee the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements.
4. Undertake root-cause analysis of service failures and ensure that corrective action is identified and implemented through the coordination of resolver teams.
5. Attend and participate in off-site service discussions to support the customer with parties interfacing to and operating equipment owned by the customer.
6. Work closely and collaborate with all necessary internal organisational functions, such as engineering, and multiple customer service performance managers to improve and maintain device performance.
7. Work with Customer Services, Engineering, other internal departments, and sub-contractors in managing and meeting key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) which stimulate growth and performance.
8. Identify and promote opportunities to reduce operating costs.
9. Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organization.
10. Work with internal teams to develop end of life estimates, performance impact statements and maintenance and recovery plans.
11. Deliver Service management tool training to internal and external stakeholders.
12. Lead as required in customer / internal discussions / meetings.
13. Will be required to deputize for the Senior Service Delivery Manager when required.
14. Prepare and distribute detailed technical and performance reports or statistics as required by internal and external stakeholders. Work with internal analysts to identify trends and insights.
15. Work with project management and other internal teams to plan and deliver system upgrades where reasonable and appropriate.
16. Ensure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints.
17. Act as the appointed representative of Cubic when required.
18. Develop a strong working relationship with the assigned Quality and Health & Safety representatives and work collaboratively to ensure contractual and legislative compliance.
19. Ensure that sub-contractors comply with the relevant statutory Health & Safety legislation and other relevant regulations including Contractual obligations.
20. Ensure that sub-contractors carry out work to standards of quality compatible with ISO9001.
21. Comply with Cubic’s values and adherence to all company policy and procedures. Comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
22. In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements:

Qualifications

Essential:

1. A-level education or equivalent
2. ITIL 3/4 Foundation Certificate.
3. Experience in a Service role / environment ideally aligned to ITIL processes.
4. Experience of working with standard IT Service management systems e.g. ServiceNow.

Desirable:

1. Degree level education or equivalent experience.
2. ITIL practitioner or above
3. Driving license
4. Experience working in a matrix organization.
5. Ability to demonstrate / reference team working to facilitate customer service delivery in a tight time scale.
6. Experience of interpreting and analysing data relating to Service metrics e.g Fault / Request KPIs or trend identification.

Skills/Experience/Knowledge

Essential:

1. Ability to understand and work with technical people.
2. Familiar with implementation and service operations within an ITIL framework.

Desirable:

1. Experience of applying detailed knowledge of performance measurement techniques and their application.
2. Knowledge of practical application of ISO 9001 and relevant Health and Safety Legislation.

Personal Qualities

1. Self-motivated and able to motivate others.
2. Able to demonstrate accountability.
3. Proven target achiever.
4. Effective influencer, capable of producing high standards of work through cross functional teams.
5. Effective delegator and developer of others.
6. Able to manage and prioritise multiple tasks to meet deliverables.
7. Flexibility to change and adapt into varying working practices.
8. Ability to travel as required to meet business needs.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Worker Type:

Employee