Services Transition Manager
Cubic · Wellington
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 Services Transition Manager provides leadership and direction for the delivery of pre- and post- sales services and support to customers (current and new) by identifying opportunities for improvements and value add to the customer. The Services Transition Manager is responsible for facilitating the operational / services components of service design and transition influencing the technical design to ensure that services can be transitioned into production and operated successfully.
This role is responsible for leading a team that analyses operational processes and procedures and provides a service to the customer services team as a whole. Additionally, the Services Transition Manager ensures that client perspectives are understood and addressed by business leaders resulting in improved delivery of products and services.
Essential Job Duties and Responsibilities:
- Under the direction of management, represent the services team as a key stakeholder during the Service Lifecycle of new and enhanced products or services ensuring that operational requirements are clearly articulated and factored into the design including performance, KPI/SLA measurement and reporting, monitoring and customer experience requirements
- Lead the analysis of new and changed solutions to ensure that they can be effectively transitioned into regional services including the development and implementation of relevant supporting processes and system configurations
- Act as a liaison across all functional areas, including business units, the technology departments, and outside vendors for regional services with respect to new and changed services
- Monitor, review and update services processes in partnership with the customer and services teams in line with global process guidelines
- Identify opportunities for efficiencies and innovation and lead a team that performs business analysis and prepares recommendations and business plans / cases as needed
- Build and develop strong relationships with Cubic customers and across internal departments
- Lead and enable service quality monitoring to the regional services team
- Ensure the local implementation of service transition initiatives capturing requirements to enable ensure the relevant government services environment is established for commercial success
- Ensure all staffing, services tools and business processes are in place for key large operating areas of the relevant government services environment
- Monitor progress to plan against the implementation schedule and take corrective action as and when required
- Participate in the development, implementation and proposals for new products and services for the relevant government services environment
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
- Degree or Diploma in either, business, management, engineering, related discipline or equivalent experience.
- ITIL foundation certificate or above
Skills/Experience/Knowledge
Essential
- Extensive experience in working across organisations between technical, project and business stakeholders
- Extensive experience with process development and report specification
- Experience in the SDLC
- Previous experience managing successful service transition
- Previous experience in meaningful business analysis
- High level of proficiency with Microsoft Office package, especially with the use of Excel Project management experience
- Understanding of ITIL or experience in an ITIL organisation
- Experience working with a customer and developing business design documentation
Personal Qualities
- Excellent communication skills with the ability to communicate new ideas/issues to others as well as effectively interface with employees, management and customers
- Strong stakeholder management skills
- Very detail orientated and be able to plan and work flexibly to a deadline
- Strong analytical and problem-solving skills
- Able to travel periodically to other Cubic offices and customer sites as required
- 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 work under project deadlines pressures, and associated schedule constraints
- Service oriented with the ability to learn quickly
- Able to remain calm and focused under pressure
- Have a positive attitude and enthusiasm to achieve business deliverables
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 needs.
Worker Type:
Employee
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.