Service Delivery Manager

8 Hours ago • All levels

Job Summary

Job Description

The Service Delivery Manager is responsible for the efficient and effective provision of service on defined contracts, meeting contractual obligations. This role involves building and maintaining strong customer relationships, acting as the primary point of contact, and overseeing contract management and delivery services. Responsibilities include managing sub-contracts, ensuring accurate reporting, developing business improvement solutions, managing financial performance, identifying cost reduction opportunities, and generating revenue. The role also covers spares and asset management, maintenance, certification, compliance, and sub-contractor management. Key duties include acting as the primary customer contact for technical and performance queries, preparing reports, managing contract performance resolutions, and supporting system upgrades and variation orders. The position requires ensuring internal and external contractual commitments are met within performance standards and budgetary constraints.
Must have:
  • Experience in contracts management or customer service leadership
  • Track record of generating business growth
  • Knowledge of performance measurement techniques
  • Experience interpreting complex data
  • Degree in a relevant discipline or equivalent experience
Good to have:
  • Experience in a matrix organization
  • Understanding of ISO9001
  • ITIL certification
  • Project Management qualification

Job Details

Business Unit:

Cubic Transportation Systems

Company Details:

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.

Job Details:

JOB SUMMARY

The oversight of service delivery includes management of sub-contracts, ensuring contract management and delivery services are appropriately executed and that all periodical reporting for the contract, inclusive of customer led audit functions are complete, accurate and to schedule.  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 device defects, device improvement initiatives and new device solutions.  This role holder works under limited supervision and exercises decision-making authority.

Essential Job Duties and Responsibilities:

  • Build and maintain a strong working relationship with the customer(s) and manage this relationship daily
  • Oversee the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements
  • Work with Customer Services, Engineering and sub-contractors in managing and meeting key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) which stimulate growth and performance
  • Management of the financial performance of the assigned contract
  • Identify and promote opportunities to reduce operating costs. Generate additional revenue via variation orders in collaboration with internal teams
  • management, delivery and operation of resources and teams; and management, delivery and implementation of the operational policies and processes required to deliver the Services;
  • Ensuring spares management and asset management (for managing spares, repairing spares, levels of support provided); maintenance of components (remote and on location);
  • Management of certification and compliance
  • Management of sub-contractors and supply-chain management;
  • Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organisation
  • Act as the primary customer point of contact for all matters including technical or performance queries and downtime exemption applications.  Escalate or resolve issues as appropriate.
  • Work with internal teams to develop end of life estimates, performance impact statements maintenance and recovery plans
  • Support with marketing and bids as required
  • Lead as required in customer discussions on potential or proposed contractual changes
  • 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.
  • Undertake contract level performance management resolution.  Resolve or escalate as required.
  • Work with project management and other internal teams to plan and deliver system upgrades and variation orders 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
  • Participate in the annual budget requirements of the Customer Services Department
  • 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
  • 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.  In particular 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:

Skills knowledge and experience:

Essential:

  • Experience in a leading role within a contracts management or customer service environment
  • Ability to demonstrate a track record of generating business growth
  • Ability to demonstrate detailed knowledge of performance measurement techniques and their application
  • Experience of interpreting and analysing large volumes of complex data

Desirable:

  • Experience working in a matrix organisation
  • Understanding of ISO9001

Education and qualifications

Essential:

  • Degree in a relevant discipline or equivalent education/experience

Desirable:

  • ITIL certification
  • Project Management qualification/certification or equivalent knowledge

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
  • Detail oriented
  • Diplomatic – able to make a matrix organisation work to Cubic’s benefit
  • Able to manage and prioritise multiple tasks to meet deliverables
  • Diplomatic and adaptable, able to build relationships and work effectively with diverse groups
  • Flexibility to change and adapt into varying working practices
  • Able to work as part of a team

Worker Type:

Employee

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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.

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