Delivery Excellence Lead

Job Summary:

This role is a customer-facing position responsible for delivering high-quality services and managing relationships with key customers.

Key Responsibilities:

Build and maintain strong working relationships with customers, acting as the primary point of contact for matters related to fault maintenance, support, or performance queries.

Escalate or resolve issues as appropriate, ensuring that contractual obligations are met within assigned contracts.

Oversee the delivery of contractual requirements, including reporting on contract performance and managing customer needs.

Undertake root-cause analysis of service failures, identifying corrective actions through coordination with resolver teams.

Attend and participate in off-site service discussions to support customers with parties interfacing to and operating equipment owned by the customer.

Collaborate with internal 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 to manage and meet key metrics, including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Identify opportunities to reduce operating costs and implement process improvements or changes to enhance the Customer Service organization.

Develop end-of-life estimates, performance impact statements, and maintenance and recovery plans with internal teams.

Deliver Service management tool training to internal and external stakeholders.

Lead customer and internal discussions/meetings as required and deputize for the Senior Service Delivery Manager when necessary.

Prepare and distribute detailed technical and performance reports/statistics to internal and external stakeholders.

Work with internal analysts to identify trends and insights.

Plan and deliver system upgrades with project management and other internal teams where reasonable and appropriate.

Ensure internal and external contractual commitments are met within performance standards and budgetary constraints.

Act as an appointed representative of Cubic when required.

Develop a strong working relationship with assigned Quality and Health & Safety representatives and work collaboratively to ensure contractual and legislative compliance.

Ensure sub-contractors comply with relevant statutory Health & Safety legislation and other relevant regulations.

Comply with Cubic's values, company policy, and procedures.

Comply with the code of conduct, quality, security, and occupational health, safety, and environmental policies/procedures.

Requirements:

Essential Qualifications:

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 Qualifications:

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 in a tight timescale.

Experience interpreting and analyzing 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.

Familiarity with implementation and service operations within an ITIL framework.

Desirable:

Experience applying detailed knowledge of performance measurement techniques and their application.

Knowledge of practical application of ISO 9001 and relevant Health & 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 prioritize multiple tasks to meet deliverables.

Flexibility to change and adapt into varying working practices.

Ability to travel as required to meet business needs.

Worker Type:

Employee

About Us:

Cubic creates 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 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 delivers integrated systems for transportation and traffic management, enabling travelers to choose the smartest way to travel and pay for their journeys.

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.