Senior Services Program Manager
: Job Details :

Business Unit:Cubic Transportation SystemsCompany 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: The role is responsible for overseeing all activities related to the efficient and effective provision of services on defined contracts, ensuring that contractual obligations are met. The role holder will establish and maintain strong customer relationships, acting as the primary point of contact and escalation for service-related matters.This position involves managing sub-contracts, ensuring that services and contract management are executed correctly, and overseeing periodical reporting, including customer-led audits. Additionally, the role will handle change orders, proposals, and business development within their scope. The role holder will collaborate with internal departments to drive business improvement initiatives, addressing issues such as device defects and developing new solutions.The role may also include leadership responsibilities, managing a service delivery team, and ensuring team performance and outputs meet expectations. Regular decision-making authority is exercised under limited supervision.Essential Job Duties and Responsibilities: Build and maintain a strong working relationship with multiple customers.Oversee and monitor 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.Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organization.Senior point of contact for assigned contract/s and point of escalation including technical or performance queries and downtime exemption applications. Provide guidance to the team on problem resolution.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 required.Participates in marketing new technology, developing potential new business, and is responsible for obtaining.Leads proposal preparation, statements of work and specifications, estimation of product/service costs, negotiation, and administration of contracts.Lead proposal preparation, statement of work, estimations of services, and negotiations for relevant change orders as needed.Manages multiple programs in accordance with contracts and policies, procedures, and department instructions.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 appropriateEnsure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraintsDeputise for the Head of Service Delivery as required.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 policies 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:Four-year college degree in a relevant discipline. OR equivalent years of experience in lieu of a degree.Ten (10)+ years of relevant experience.Extensive experience in a leading role within a contracts management or customer service environment.Familiarity with field asset management, including processes around asset tracking and back-office support.Proven track record of leading a high-performing team and achieving results.Ability to demonstrate a track record of generating business growth.Ability to demonstrate detailed knowledge of performance measurement techniques and their application.Experience in interpreting and analyzing large volumes of complex data.Familiarity with tools like ServiceNow, ITSM (Remedy), or similar service management tools.Experience with JIRA or similar tools to create queries, dashboards, and track progress.Experience with SAP or a similar ERP system, with a general understanding of how reports are generated, and/or advanced proficiency in Excel (e.g., pivot tables).Desirable:Experience working in a matrix organization.Understanding of ISO9001ITIL certificationProject Management qualification/certification or equivalent knowledge.Management certificationExpertise in system implementation and features such as tap card functionality, and integrated fare payment systems, involving both hardware and software.Experience with PowerBI or Tableau.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.#LI-NB1Cubic Pay Range:$165,000 – $200,000 + benefits.The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.Worker Type:EmployeeSummaryLocation: New YorkType: Full time