Service Delivery Lead

Cubic Transportation Systems; Hyderabad; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Cubic Transportation Systems in Hyderabad, India is seeking a Service Delivery Lead to own customer outcomes and manage multi-year transit programs. You will orchestrate cross-functional teams across Contact Center, Technology & Service Operations, and Field Services to deliver a cohesive, outcomes-driven service experience.

The role requires a strong ITIL foundation, 6+ years in service delivery, and financial acumen.

Qualifications

• ITIL foundation knowledge including incident, problem and change governance.
• Experience leading cross-functional, matrix teams.
• Strong focus on customer outcomes and service quality.
• Demonstrated financial acumen and cost management skills.
• Experience operating in long-term, contractual environments in transit/payments/regulated spaces is preferred.

Responsibilities

• Act as the single point of accountability for customer success across all operations within the program.
• Orchestrate cross-functional teams across Contact Center, Technology & Service Operations, and Field Services.
• Establish structured service governance and align priorities with stakeholders.
• Translate operational needs into field execution plans with incident response and maintenance.
• Oversee subcontractors to ensure delivery aligns with program standards and expectations.
• Lead reporting on SLA/KPI performance and drive continuous improvement initiatives.

Skills

ITIL Foundation

Cross-functional leadership

Customer success

Financial acumen

Program management

Education

Bachelor’s degree in business, Engineering, IT, or related discipline

Job description

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

The Service Delivery Lead (SDL) is the single point of accountability and customer success leader for all services delivered by Global Services and sub-contractors into a designated customer account or program(s). The SDL is responsible for ensuring that services delivered by Global Services consistently achieve customer outcomes, contractual commitments, and long-term value realization. As the primary operational and success partner to the customer, the SDL orchestrates service delivery across all aspects of service delivery including Customer Contact Centers, Technology & Service Operations, and the Field Services Center of Excellence to deliver a cohesive, outcome-driven service experience. The role balances operational excellence with proactive customer engagement, ensuring SLA performance compliance, financial health discipline, operational stability, and continuous improvement, while serving as the primary operational interface between the customer and Global Services strengthening trust and partnership over multi-year transit programs. This is a mid program-level role responsible for driving delivering reliable, measurable and commercially sound service performance across multi-year transit programs.

Key Responsibilities

Customer Success Ownership & Governance Act as the single point of accountability for customer success across all operational services delivered into the program.

The SDL orchestrates cross-functional teams across Contact Center, Technology & Service Operations, and Field Services, creating unified service experience for the customer.

The SDL establishes structured service governance, aligns operational priorities with the Assistant General Manager and customer stakeholders, and ensures clear ownership of performance commitments, escalations, and outcomes.

The SDL works closely with Field Services Supervisors to translate operational needs into field execution plans, including incident response, preventive maintenance, device repair, and on-site troubleshooting.

While the SDL owns overall service outcomes, SLA attainment, and customer escalations, Field Services Supervisors retain responsibility for technician staffing, scheduling, dispatch, and day-to-day workforce management.

SDLs are accountable for managing subcontractors, including oversight of delivery and performance to ensure alignment with program standards and customer expectations.

Customer Outcomes, SLA & KPI Performance Own performance against all contractual SLAs and KPIs, including availability, response and resolution times, backlog management, and incident effectiveness, maintaining a clear focus on customer impact and experience.

The SDL proactively monitors service performance, ensures disciplined incident, problem, and change management, and leads cross-functional root cause analysis to eliminate recurring issues.

The role prioritizes initiatives that improve reliability, availability, and customer confidence, while providing transparent, outcomes-based reporting to customers and executive leadership.

Incident, Problem & Change Leadership Oversee major incident coordination, forward change scheduling, and operational readiness across service functions with a customer-first mindset.

The SDL ensures that service changes are planned and executed in alignment with contractual commitments and operational risk controls.

Where systemic or platform-level issues are identified, the SDL escalates appropriately to Engineering and Services Centers of Excellence to drive long-term remediation, shifting the organization from reactive resolution to proactive customer success enablement.

Customer Engagement & Continuous Improvement Serve as the voice of the customer within Global Services.

The SDL actively captures customer feedback, sentiment, performance insights, and risk indicators to drive measurable improvement.

The role strengthens customer relationships through clear communication, reduces escalation cycles, and promotes continuous improvement initiatives that enhance customer satisfaction and long-term partnership value.

Deployment & Operational Readiness Ensure services are fully prepared to support deployments, transitions, system enhancements, and program expansions.

The SDL aligns enablement, training, and service capacity planning with customer needs, ensuring continuity, stability and confidence throughout the lifecycle of the program.

Qualifications & Experience

• Bachelor’s degree in business, Engineering, IT, or related discipline
• 6+ years in service delivery, managed services, customer success or mission-critical operations
• Proven experience leading cross-functional, matrix teams
• Strong ITIL foundation (Incident, Problem, Change, SLA governance)
• Demonstrated financial acumen and cost management experience
• Experience operating in long-term, contractual operating environments Transit, payments, or regulated environment experience is preferred
• Exposure to PCI DSS, ISO 27001, or similar compliance frameworks advantageous
• Experience in global, matrixed organizations
• Flexibility to work in a 24/7 operations environment, including weekends, and holidays as needed to support critical incidents, major changes, and program continuity.

Worker Type: Employee

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds.

We do not discriminate based on any protected characteristic under applicable law.

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.

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.

For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help

To learn more, visit Cubic.com.

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