Service Delivery Manager

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:

Job Summary:

This position will maintain functional authority over assigned operational business units. Incumbents of the role   will ensure that satisfactory outcomes are achieved for the client, as required under an ISO 20K operating model. This includes, but is not limited to, developing, implementing and refining sound ITIL based processes around incident management, system defects rectification, problem management, service request delivery, service level management, change management and data management. This position typically works under minimal supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.
 

Essential Job Duties and Responsibilities:

• Provides a focus for SLA/KPI management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
• Develop and manage processes, work instructions and supporting documentation to support ITIL Service Management, including Root Cause Analysis, Change Management, Release Management, Deployment Management
• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with project governance guidelines
• Review third party underpinning agreements where necessary
• Agree appropriate actions to maintain or improve service levels
• Ensures resources, capabilities and capacity to meet both existing and new business demand
• Drives major complex incidents with internal team and client
• Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
• Plan and direct system integration and deployment in consultation with engineering
• Ensure that all system modifications are delivered on time and within budget
• Conduct project coordination and review meetings
• Develop and verify process flows, work instructions, configuration guides and current configuration reports as well as other operational documentation for the system
• Liaise with customer regarding system related matters and in-house support teams
• Responsible for developing, maintaining and periodically verifying system business continuity and disaster recovery plan including periodic fail over testing and switch back to production systems
• Liaise with manufacturing facility, subcontractor and vendor representatives as required
• Produce comprehensive status and performance reports
• Support new business proposals including briefings, cost estimates, technical write-ups/ diagrams, etc
• Responsible for the output of all operational and performance data including financial reports as per contractual requirements
• Oversees the integration of all business units and constantly improves the quality and inter-working of the team
• Motivates, develops and mentors other responsible employees and team leads where relevant
• Ensure there are investigations for all accident and “near miss” incidents, to determine causes, and respond to employee safety suggestions and report to the WHSE team; oversee the implementation of corrective action where practicable
• Report  all WHSE incidents and potential hazards and other items that are beyond own authority to rectify and escalate where applicable

General Duties and Responsibilities:

• Comply with Cubic’s Quality Management System
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures
• Comply with security in accordance with established policies and procedures
• Comply with Cubic Human Resources Procedures
• Other duties as requested

Minimum Job Requirements:
 

Qualifications

Essential:

• University degree, or equivalent education and experience, in software, electrical, mechanical, or system engineering or other related technical discipline

Skills/Experience/Knowledge

Essential:

• Minimum of 8 years proven project leadership experience in managing similar complex systems, with responsibility for implementing and complying with budgets and schedules, and working with technical contractual requirements
• Knowledge and experience working within Service Delivery disciplines as defined under ITIL
• Ability to learn in-house data systems and applications
• Incident management experience
• Systems configuration experience
• System and/or data migration experience
• Experience in creating service development life cycle (SDLC) documentation
• High level of proficiency with Microsoft Office Package

Personal Qualities

• Excellent communication skills, both verbally and in writing, with the ability to deal with tact and professionalism at all times when interfacing with subcontractors, vendors, management, customers and employees in all departments and divisions
• Able to manage the end-to-end service and ensuring that the scope and responsibility boundaries of each and every supplier and partner are appropriate and well understood
• Ability to work under project deadlines pressures, and associated schedule constraints 
• Detail- and service-oriented with the ability to learn quickly
• Calm and able to stay focused under pressure
• Have a positive attitude and enthusiasm to achieve business deliverables
• Strong analytical and problem-solving skills
• Able to travel frequently to other Cubic offices and customer sites
• Due to the seniority of the role, must be reasonably available 24/7

Condition of Employment:

Successful outcome of a Police Check

New Zealand Working Rights

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements.  Duties, responsibilities and requirements may change over time and according to business need.

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Worker Type:

Employee