Service Delivery Manager

Business Unit:

Cubic Transportation Systems

Company Details:

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.

Job Details:

Job Summary

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.

Essential Job Duties and Responsibilities:

• Build and maintain a strong working relationship with the customer(s) and manage this relationship daily
• Oversee the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements
• 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
• Management of the financial performance of the assigned contract
• Identify and promote opportunities to reduce operating costs. Generate additional revenue via variation orders in collaboration with internal teams
• management, delivery and operation of resources and teams; and management, delivery and implementation of the operational policies and processes required to deliver the Services;
• Ensuring spares management and asset management (for managing spares, repairing spares, levels of support provided); maintenance of components (remote and on location);
• Management of certification and compliance
• Management of sub-contractors and supply-chain management;
• Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organisation
• 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.
• Work with internal teams to develop end of life estimates, performance impact statements maintenance and recovery plans
• Support with marketing and bids as required
• Lead as required in customer discussions on potential or proposed contractual changes
• 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.
• Undertake contract level performance management resolution. Resolve or escalate as required.
• Work with project management and other internal teams to plan and deliver system upgrades and variation orders 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
• Participate in the annual budget requirements of the Customer Services Department
• 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
• 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. In particular 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:

Skills knowledge and experience:

Essential:

• Experience in a leading role within a contracts management or customer service environment
• Ability to demonstrate a track record of generating business growth
• Ability to demonstrate detailed knowledge of performance measurement techniques and their application
• Experience of interpreting and analysing large volumes of complex data
  
  
  

Desirable:

• Experience working in a matrix organisation
• Understanding of ISO9001
  
  
  

Education And Qualifications

Essential:

• Degree in a relevant discipline or equivalent education/experience
  
  
  

Desirable:

• ITIL certification
• Project Management qualification/certification or equivalent knowledge
  
  
  

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
• Detail oriented
• Diplomatic – able to make a matrix organisation work to Cubic’s benefit
• Able to manage and prioritise multiple tasks to meet deliverables
• Diplomatic and adaptable, able to build relationships and work effectively with diverse groups
• Flexibility to change and adapt into varying working practices
• Able to work as part of a team
  
  
  

Worker Type:

Employee