Cubic Transportation Systems
ServiceDeliveryManager
“Service Delivery Manager at Cubic Transportation Systems. Skills: Customer Success Ownership, SLA Performance, Financial Health, Incident Leadership. Act as single point of accountability for customer success. Orchestrate cross-functional teams”
What You'll Achieve.
Ensure services delivered consistently achieve customer outcomes; Ensure services delivered consistently achieve contractual commitments; Ensure services delivered consistently achieve long-term value realization; Deliver a cohesive, outcome-driven service experience; Ensure SLA performance compliance; Ensure financial health discipline; Ensure operational stability; Drive delivering reliable, measurable and commercially sound service performance; Maintain a clear focus on customer impact and experience; Prioritize initiatives that improve reliability, availability, and customer confidence; Ensure delivery of recurring milestones tied to revenue and cash; Actively works to reduce service-related abatements; Improve margin while maintaining or improving customer experience; Ensure that service changes are planned and executed in alignment with contractual commitments and operational risk controls; Drive measurable improvement; Enhance customer satisfaction and long-term partnership value; Ensuring continuity, stability and confidence throughout the lifecycle of the program
Industry & Context.
Lead cross-functional root cause analysis to eliminate recurring issues
What They're Looking For.
Must Have
10+ years in service delivery, managed services, customer success or mission-critical operations, Proven experience leading cross-functional, matrix teams, ITIL foundation (Incident, Problem, Change, SLA governance), Demonstrated financial acumen and cost management experience, Experience operating in long-term, contractual operating environments
Nice to Have
Transit, payments, or regulated environment experience is preferred, Exposure to PCI DSS, ISO 27001, or similar compliance frameworks advantageous, Experience in global, matrixed organizations
What You'll Do.
Act as single point of accountability for customer success
Orchestrate cross-functional teams
Establish structured service governance
Align operational priorities
Ensure clear ownership of performance commitments
Own performance against all contractual SLAs and KPIs
Proactively monitor service performance
Lead cross-functional root cause analysis
Partner with Finance and Program Leadership
Manage cost-to-serve performance
Oversee major incident coordination
Ensure services are prepared for deployments
and service capacity planning
How You'll Work.
Team & Collaboration
Orchestrates cross-functional teams across Contact Center, Technology & Service Operations, Financial Services, and Field Services; Works closely with Field Services Supervisors; Partner with Finance and Program Leadership; Escalates appropriately to Engineering and Services Centers of Excellence
Communication Scope
Transparent, outcomes-based reporting to customers and executive leadership; Clear communication
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