Global Duty Service Manager

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.
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 Global Duty Service Manager will work as a member of the Global ITIL Operations Team providing 24/7 cover via a 4x4 shift rotation, acting as the Senior Service Escalation point, reporting to the Global Manager for Major Incident and Problem Management. The Global Duty Service Manager will lead communication of all high priority Incidents and escalations and is responsible for facilitating high performance and collaborative working within the Global ITIL Operations functions, ensuring governance and adherence to the following:
Major Incident Management
Incident Management
Problem Management
Escalation Management
Out of Hours Emergency Change Approval
Essential Job Duties and Responsibilities:
Responsible for driving the policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
Manage Incidents, Major Incidents, Post Incident Reviews, Problems and Escalations at a Global organizational level
Identify, analyze, prepare risk mitigation via relevant processes
Support training efforts and audit requirements
Compile and hold reviews of KPI’s, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes
Minimum Job Requirements:
Ability to be a critical thinker
Able to work in a fast-paced high-pressure environment often engaging with senior stakeholder during a major event
Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
Able to make a significant contribution in a team environment
Exceptional listening and analytical skills
Reporting experience across a range of Customers
Strong understanding of ITIL processes
Ability to identify trends and interpret data
The use of Microsoft Office particularly, Word, Excel and PowerPoint.
An understanding of Cubic Technology
A wide understanding of customer service processes and methodologies
Education and Qualifications:
Essential
A Level education or equivalent
Desirable:
ITIL v3/v4 Foundation certification
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.
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Worker Type:
Employee
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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.

Work arrangement
No