Business Unit: Cubic Transportation Systems
Company Details: The role holder is responsible for all activities related to the efficient and effective provision of service on a defined contract(s) to meet contractual obligations. They will build and maintain strong customer relationships and act as the primary point of contact for the customer on a day-to-day basis.
The oversight of service delivery includes managing sub-contracts, ensuring contract management and delivery services are appropriately executed, and that all periodic reporting for the contract, including customer-led audit functions, are complete, accurate, and on schedule. The role holder will collaborate with internal departments to develop and facilitate business improvement solutions that support effective customer focus, including device defect management, device improvement initiatives, and new device solutions. This role works under limited supervision and exercises decision-making authority.
Job Details:
Essential Job Duties and Responsibilities:
1. Build and maintain a strong working relationship with the customer(s) and manage this relationship daily.
2. Oversee the delivery of contractual obligations within the parameters of the assigned contract, including reporting of contract performance and management of customer requirements.
3. Work with Customer Services, Engineering, and sub-contractors to manage and meet key metrics such as SLAs and KPIs, which stimulate growth and performance.
4. Manage the financial performance of the assigned contract.
5. Identify and promote opportunities to reduce operating costs and generate additional revenue via variation orders in collaboration with internal teams.
6. Manage, deliver, and operate resources and teams; implement operational policies and processes required to deliver the services.
7. Ensure spares management and asset management, including managing spares, repairing spares, and maintaining components remotely and on location.
8. Manage certification and compliance.
9. Manage sub-contractors and supply chain.
10. Identify and implement process improvements to enhance customer service.
11. Act as the primary customer contact for technical or performance queries and downtime exemption applications, escalating or resolving issues as needed.
12. Collaborate with internal teams to develop end-of-life estimates, performance impact statements, maintenance, and recovery plans.
13. Support marketing and bidding activities as required.
14. Lead discussions on potential or proposed contractual changes.
15. Prepare and distribute technical and performance reports; analyze trends and insights with internal analysts.
16. Manage contract-level performance issues, resolving or escalating as necessary.
17. Coordinate with project management for system upgrades and variation orders.
18. Ensure contractual commitments are met within performance standards and budget constraints.
19. Represent Cubic when required.
20. Participate in the annual budgeting process for the Customer Services Department.
21. Develop relationships with Quality and Health & Safety representatives to ensure compliance with contractual and legislative requirements.
22. Ensure subcontractors comply with health & safety legislation, ISO9001 standards, and company policies.
23. Perform other duties as assigned by the manager.
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