Service Delivery Lead

1 Year ago • All levels

Job Summary

Job Description

As a Service Delivery Lead at Cubic Transportation Systems, you will be responsible for building and maintaining strong customer relationships, acting as the primary point of contact for service-related queries, and overseeing the delivery of contractual obligations. You will conduct root-cause analysis of service failures, coordinate corrective actions, and collaborate with internal teams like engineering and customer service performance managers to enhance device performance and meet key metrics such as Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The role involves identifying opportunities for cost reduction and process improvements, developing end-of-life estimates, and providing training on service management tools. You will also prepare performance reports, assist with system upgrades, and ensure compliance with contractual and legislative requirements, including those related to Health & Safety and Quality standards.
Must have:
  • Build and maintain strong customer relationships.
  • Act as primary customer contact for service issues.
  • Oversee contractual obligations and performance reporting.
  • Perform root-cause analysis of service failures.
  • Collaborate with internal teams for performance improvement.
  • Manage SLAs and KPIs.
  • Identify cost reduction opportunities.
  • Implement process improvements.
  • Develop end-of-life estimates.
  • Deliver service management tool training.
  • Lead customer/internal discussions.
  • Deputize for Senior Service Delivery Manager.
  • Prepare and distribute performance reports.
  • Plan and deliver system upgrades.
  • Ensure contractual commitments are met.
  • Comply with company policies and values.
Good to have:
  • A-level education or equivalent.
  • ITIL 3/4 Foundation Certificate.
  • Experience in a Service role aligned to ITIL.
  • Experience with IT Service management systems (e.g., ServiceNow).
  • Degree level education or equivalent.
  • ITIL practitioner or above.
  • Driving license.
  • Experience in a matrix organization.
  • Ability to demonstrate team working for customer service delivery.
  • Experience analyzing service metrics and trends.
  • Understand and work with technical people.
  • Familiarity with ITIL framework implementation/operations.
  • Knowledge of performance measurement techniques.
  • Knowledge of ISO 9001 and Health and Safety legislation.

Job Details

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.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

  • Build and maintain a strong working relationship with the customer(s) and manage this relationship daily.
  • 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.
  • Oversee the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements.
  • Undertake root-cause analysis of service failures and ensure that corrective action is identified and implemented through the coordination of resolver teams.
  • Attend and participate in off-site service discussions to support the customer with parties interfacing to and operating equipment owned by the customer.
  • 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.
  • 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.
  • Identify and promote opportunities to reduce operating costs.
  • Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organization.
  • Work with internal teams to develop end of life estimates, performance impact statements and maintenance and recovery plans.
  • Deliver Service management tool training to internal and external stakeholders.
  • Lead as required in customer / internal discussions / meetings.
  • Will be required to deputize for the Senior Service Delivery Manager when required.
  • 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.
  • Work with project management and other internal teams to plan and deliver system upgrades where reasonable and appropriate.
  • Ensure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints.
  • Act as the appointed representative of Cubic when required.
  • Develop a strong working relationship with the assigned Quality and Health & Safety representatives and work collaboratively to ensure contractual and legislative compliance.
  • Ensure that sub-contractors comply with the relevant statutory Health & Safety legislation and other relevant regulations including Contractual obligations.
  • Ensure that sub-contractors carry out work to standards of quality compatible with ISO9001.
  • 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.
  • 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:

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

 

Desirable:

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

 

Skills/Experience/Knowledge

 

Essential:

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

Desirable:

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

 

Personal Qualities

 

  • Self-motivated and able to motivate others.
  • Able to demonstrate accountability.
  • Proven target achiever.
  • Effective influencer, capable of producing high standards of work through cross functional teams.
  • Effective delegator and developer of others.
  • Able to manage and prioritise multiple tasks to meet deliverables.
  • Flexibility to change and adapt into varying working practices.
  • 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

Similar Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Skill Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Jobs in Dublin, County Dublin, Ireland

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges through innovation and service to our customers and partners.We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD).CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications.CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions.

Crawley, England, United Kingdom (On-Site)

Hyderabad, Telangana, India (On-Site)

Hyderabad, Telangana, India (Hybrid)

Hyderabad, Telangana, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Sydney, New South Wales, Australia (On-Site)

Hyderabad, Telangana, India (On-Site)

Hyderabad, Telangana, India (On-Site)

Salfords, England, United Kingdom (On-Site)

Stockton-on-Tees, England, United Kingdom (On-Site)

View All Jobs

Get notified when new jobs are added by Cubic corporation

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug