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Service Operations Manager
Apply locations: Salfords, Surrey
Time type: Full time
Posted on: Posted 2 Days Ago
Job requisition id: REQ_43202
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.
Job Details:
* Job Summary: The Service Operations Manager is responsible for managing, supporting, and where required leading the successful delivery of the Cubic Front Office support and maintenance operations.
* Essential Job Duties and Responsibilities:
o Principal point of contact for Cubic’s Front Office customers on matters of all complexity relating to performance of support and maintenance obligations.
o Build and maintain strong customer relationships that enhance business opportunities.
o Work collaboratively with the operational management team to ensure contractual obligations including SLAs are met.
o Attend weekly and monthly customer service review meetings to ensure contract deliverables are met and actions are taken forward.
o Provide and create reports or statistics as required by Cubic management or customers.
o Independently identify the root cause of any service failures and ensure that corrective action is identified and implemented.
o Produce SLAs and KPIs that ensure Cubic meets its contractual obligations.
o Responsible for supporting and managing services, performance targets and service level agreements for new contracts.
o Contribute as required in all discussions on potential changes to contracts.
o Lead and coordinate Customer Service teams in Projects as defined in the Quad.
o Customer point of contact for planning, issues escalation, technical, service and performance reviews.
o Principal point of contact for the resolution of a wide range of potential issues arising from the service operations, ensuring good customer relationships are developed and maintained.
o Support the Customer in service discussions with parties interfacing to and operating equipment owned by the Customer.
o Analyse and implement improvements to current internal systems and processes.
o Manage key sub-contractors ensuring resources are used to the levels and timescales stated within the contracts and to budget.
o Participate in knowledge sharing within the team and provide training and guidance to colleagues as required.
o Participate on the bronze team on-call rota which includes weekends, nights and bank holidays.
o Comply with Cubic’s values and adherence to all company policy and procedures.
o 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:
o Significant Customer Services experience in transportation or a related industry.
o Operational knowledge of Revenue Collection devices across the Transport for London estate.
o Proven track record of sub-contract management.
o Proven track record of defining and applying performance measurement techniques.
o Experience of working with and achieving SLAs.
o Experience working in a matrix organization with remote teams.
* Desirable:
o Knowledge of processes and procedures relating to Ticketing.
o Knowledge of contract management in a transport/commercial environment.
o Knowledge of practical application of ISO 9001 and relevant Health and Safety Legislation.
o Basic understanding of business finance.
o Familiar with implementation and service operations within an ITIL framework.
* Education and qualifications:
o Educated to degree level or equivalent in Engineering / Electronics or Business / IT.
* Desirable:
o ITIL foundation or above.
* Personal Qualities:
o Commercially astute.
o Self-motivated and able to motivate others.
o Lateral thinking skills with the ability to apply a number of problem solving techniques.
o Proven target achiever.
o Effective influencer, capable of producing high standards of work through other teams.
o Effective delegator and developer of others.
o Ability to manage and prioritise multiple tasks.
o Flexible to change and adapt to varying working practices.
o Able to work as part of a team.
o Potential for advancement.
o Ability to travel to Cubic and customer sites.
Worker Type:
Employee
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