Service Delivery Lead

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.