Job Description
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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 holder is responsible for all activity related to the efficient and effective definition of service on a defined contract(s) to meet contractual / project delivery obligations. They will build and maintain a strong customer relationship for service and act as the primary point of contact for the customer on matters relating to Service Design and acceptance. Operating predominantly within the Customer Service environment this role is responsible for developing compelling service models that encompass all aspects of ticketing, revenue collection and transport technology. This role works closely with the Technical Delivery community, in particular with Technical and Solution Architects, to develop sustainable and scalable and maintainable services that meet our customer’s needs. You will have responsibility for ensuring Service Management products are delivered in advance of go-live and ensuring Service teams are ready to take on the new or changed Service Working within the Service Architecture Practice you will also be part of the team responsible for setting and improving Service Architecture and transition processes and procedures across the Services business.
Essential Job Duties and Responsibilities:
Experience in analysing customer needs and working with other technical delivery teams, delivering compelling IT managed service solutions, service architecture design and advisory/consultancy services
Designing sustainable ITIL aligned service wraps that take in to account the scope of services, delivery model(s), people, processes, tools, Service Level Agreements (SLAs) and supporting Operational Level Agreements
Ensuring the service is fit for operational purpose and in line with Customer and Advanced strategy and capable of delivering to target service levels and performance indicators
Able to assess options based on risk and cost benefits and present these to customer and internal decision makers
Excellent communications skills, able to articulate service concepts and designs to senior internal and external customer stakeholders
Creation of high-quality technical documents, Service Design, Operational Readiness and Establishment Plans
Establish and document the Service Acceptance Criteria that a project must achieve prior to being accepted into BAU operation.
To establish and document the functional and non-functional service requirements for any new or changed services and represent these at all project gateways to assure that these requirements are tested and delivered.
Maintain Service Catalogue as necessary for a new or changed service. Support, establish and maintain the Service Architecture and best practises that shall be used for new or changed Service.
Lead from a Service Design perspective for any technical change, engaging with the technical teams to ensure that options analysis, proof-of- concepts and system impact assessments have been completed satisfactorily for the entire life cycle of the Service not just the delivery stages .
You will work directly with the operating business to understand what the end user is seeking to achieve, i.e their Business Requirements and convey key messages of service design to the technical teams.
Creating and refining estimates for service design, implementation, and operations Identifying and managing service risks, dependencies, and issues appropriately through the relevant governance.
Working closely with 3rd party service providers to input on service elements
Performing peer reviews, audits, standards compliance checks and due diligence as required .
Developing, updating and improvement service artefacts including processes and supporting artefacts ensuring these are aligned to ITIL principles
Championing Service Architecture and Service Management practices, including associated processes and procedures within the organisation, operating within the ITIL frameworks.
Identify and promote opportunities to reduce operating costs.
Support the business in generating 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 organisation
Work with project management and other internal teams to plan and deliver system upgrades and variation orders where reasonable and appropriate
Act as the appointed representative of Cubic Service organisation when required
Develop a strong working relationship with the assigned Quality and Health & Safety representatives and work collaboratively to ensure contractual and legislative compliance
Comply 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 of Service Delivery concepts and techniques with strong operational and technical understanding of ticketing and revenue collection products
Experience in Service Design Models and Process Design
Proven track record of working with Operations teams to tailor ‘off the shelf’ solutions
Experience of writing quality proposals and technical documents.
Experience of interpreting and analysing large volumes of complex data
Client-facing skills at senior-level discussion, with the ability to communicate ideas and thoughts to senior internal and external stakeholders
Desirable:
Experience working in a matrix organisation
Understanding of ISO9001
Experience in BPMN v2
Experience in Lean SixSigma or Equivalent
Education and qualifications
Essential:
Degree in a relevant discipline or equivalent education/experience
Desirable:
ITIL Foundation certification
ITIL Specialist certification – Service Design
ITIL Specialist certification – Service Transition
Personal Qualities :
Self-motivated and able to motivate others
Able to demonstrate accountability
Proven target achiever Effective influencer, capable of producing high standards of work through cross functional teams
Effective delegator and developer of others
Detail oriented
Able to manage and prioritise multiple tasks to meet deliverables Diplomatic and adaptable, able to build relationships and work effectively with diverse groups
Flexibility to change and adapt into varying working practices
Able to work as part of a team
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 .
Worker Type:
EmployeeAbout Us
Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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).
CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications.
CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions.
Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.
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