Strategic Service Management Professional

Service Delivery Lead

Our Service Delivery Lead will be responsible for managing customer relationships and ensuring the delivery of contractual obligations. This involves building and maintaining strong working relationships with customers, managing daily interactions, and escalating or resolving issues as appropriate.

The successful candidate will oversee the delivery of contractual obligations within assigned contracts, including reporting contract performance and managing customer requirements. They will also undertake root-cause analysis of service failures, ensure corrective action is identified and implemented, and coordinate resolver teams.

Key responsibilities include attending and participating in off-site service discussions to support customers, working closely with internal organisational functions such as engineering and multiple customer service performance managers to improve and maintain device performance, and managing key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

In addition, our Service Delivery Lead will identify and promote opportunities to reduce operating costs, implement process improvements or other changes to enhance the Customer Service organisation, develop end-of-life estimates, performance impact statements, and maintenance and recovery plans, and deliver Service management tool training to internal and external stakeholders.

We are looking for a self-motivated individual who can motivate others, demonstrate accountability, achieve targets, influence cross-functional teams, delegate effectively, and prioritise multiple tasks to meet deliverables. Travel may be required to meet business needs.

Essential qualifications include an A-level education or equivalent, ITIL 3/4 Foundation Certificate, experience in a Service role or environment aligned to ITIL processes, and experience of working with standard IT Service management systems e.g. ServiceNow.

Desirable qualifications include degree-level education or equivalent experience, ITIL practitioner or above, driving license, experience working in a matrix organization, ability to demonstrate team working to facilitate customer service delivery, and experience of interpreting and analysing data relating to Service metrics.

Essential skills include ability to understand and work with technical people, familiarity with implementation and service operations within an ITIL framework, and practical application of ISO 9001 and relevant Health and Safety Legislation.

Desirable skills include experience of applying detailed knowledge of performance measurement techniques and their application, and knowledge of practical application of ISO 9001 and relevant Health and Safety Legislation.

Working at Cubic provides a unique opportunity to contribute to the development of innovative solutions that make a real difference in people's lives. We offer a dynamic and supportive work environment, with opportunities for career growth and professional development.

Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer.

We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.

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.