Service Delivery Manager

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Service Delivery Manager

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Service Delivery Manager

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Cubic CorporationCompany 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.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 dailyOversee the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirementsWork 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 performanceManagement of the financial performance of the assigned contractIdentify and promote opportunities to reduce operating costs. Generate additional revenue via variation orders in collaboration with internal teamsmanagement, 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 complianceManagement of sub-contractors and supply-chain management;Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organisationAct 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 plansSupport with marketing and bids as requiredLead as required in customer discussions on potential or proposed contractual changesPrepare 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 appropriateEnsure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraintsAct as the appointed representative of Cubic when requiredParticipate in the annual budget requirements of the Customer Services DepartmentDevelop a strong working relationship with the assigned Quality and Health and Safety representatives and work collaboratively to ensure contractual and legislative complianceEnsure that sub-contractors comply with the relevant statutory Health and Safety legislation and other relevant regulationsEnsure that sub-contractors carry out work to standards of quality compatible with ISO9001Comply 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 environmentAbility to demonstrate a track record of generating business growthAbility to demonstrate detailed knowledge of performance measurement techniques and their applicationExperience of interpreting and analysing large volumes of complex data

Desirable:

Experience working in a matrix organisationUnderstanding of ISO9001

Education And Qualifications

Essential:

Degree in a relevant discipline or equivalent education/experience

Desirable:

ITIL certificationProject Management qualification/certification or equivalent knowledge

Personal Qualities

Self-motivated and able to motivate othersAble to demonstrate accountabilityProven target achieverEffective influencer, capable of producing high standards of work through cross functional teamsEffective delegator and developer of othersDetail orientedDiplomatic – able to make a matrix organisation work to Cubic’s benefitAble to manage and prioritise multiple tasks to meet deliverablesDiplomatic and adaptable, able to build relationships and work effectively with diverse groupsFlexibility to change and adapt into varying working practicesAble to work as part of a team

Worker Type:

EmployeeSeniority level

Seniority level Mid-Senior levelEmployment type

Employment type Full-timeJob function

Job function Project Management and Information TechnologyIndustries IT Services and IT ConsultingReferrals increase your chances of interviewing at Cubic Corporation by 2xSign in to set job alerts for “Service Project Manager” roles.

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