Service Delivery Manager

Cubic Transportation Systems

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.

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.

1. Build and maintain a strong working relationship with the customer(s) and manage this relationship daily.
2. Oversee the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements.
3. 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.
4. Management of the financial performance of the assigned contract.
5. Identify and promote opportunities to reduce operating costs. Generate additional revenue via variation orders in collaboration with internal teams.
6. Management, delivery and operation of resources and teams; and management, delivery and implementation of the operational policies and processes required to deliver the Services.
7. Ensuring spares management and asset management (for managing spares, repairing spares, levels of support provided); maintenance of components (remote and on location).
8. Management of certification and compliance.
9. Management of sub-contractors and supply-chain management.
10. Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organisation.
11. 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.
12. Work with internal teams to develop end of life estimates, performance impact statements maintenance and recovery plans.
13. Support with marketing and bids as required.
14. Lead as required in customer discussions on potential or proposed contractual changes.
15. 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.
16. Undertake contract level performance management resolution. Resolve or escalate as required.
17. Work with project management and other internal teams to plan and deliver system upgrades and variation orders where reasonable and appropriate.
18. Ensure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints.
19. Act as the appointed representative of Cubic when required.
20. Participate in the annual budget requirements of the Customer Services Department.
21. Develop a strong working relationship with the assigned Quality and Health & Safety representatives and work collaboratively to ensure contractual and legislative compliance.
22. Ensure that sub-contractors comply with the relevant statutory Health & Safety legislation and other relevant regulations.
23. Ensure that sub-contractors carry out work to standards of quality compatible with ISO9001.
24. 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.
25. 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.

Employee