Service Delivery Manager

Cubic Corporation

Service Delivery Manager ensuring customer success in operational services for transportation solutions. Leading cross-functional teams and managing KPIs while enhancing customer relationships.

Posted 5/21/2026full-timeLos Angeles • California • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Act as the single point of accountability for customer success across all operational services delivered into the program
Orchestrate cross-functional teams across Contact Center, Technology & Service Operations, Financial Services, and Field Services
Establish structured service governance and align operational priorities with the Assistant General Manager and customer stakeholders
Manage subcontractors including oversight of delivery and performance
Own performance against all contractual SLAs and KPIs
Proactively monitor service performance
Partner with Finance and Program Leadership to ensure commercially sustainable customer success
Oversee major incident coordination, forward change scheduling, and operational readiness
Capture customer feedback, sentiment, performance insights, and risk indicators
Ensure services are fully prepared to support deployments, transitions, system enhancements, and program expansions

Requirements

What you’ll need

Bachelor’s degree in business, Engineering, IT, or related discipline
10+ years in service delivery, managed services, customer success or mission-critical operations
Proven experience leading cross-functional, matrix teams
Strong ITIL foundation (Incident, Problem, Change, SLA governance)
Demonstrated financial acumen and cost management experience
Experience operating in long-term, contractual operating environments
Transit, payments, or regulated environment experience is preferred
Exposure to PCI DSS, ISO 27001, or similar compliance frameworks advantageous
Experience in global, matrixed organizations

Benefits

Comp & perks

medical, dental and vision insurance
company-paid disability (company continues full pay and benefits for up to six weeks)
life insurance options
critical illness and accident coverages
Flexible Spending Accounts
pre-paid legal plan
travel accident insurance
an award-winning well-being program which includes an employer-funded lifestyle spending account
up to six weeks of paid parental leave
401k Retirement Plan with a company match
backup childcare
pet care
pet insurance
virtual tutoring
tuition reimbursement program
9/80 work schedule with time-off policies
flexible time-off arrangement
paid time-off (PTO)/Sick leave at a rate of 5.23 hours bi-weekly
11 paid holidays throughout the calendar year

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

service deliverymanaged servicescustomer successITILfinancial acumencost managementcontractual operating environmentscompliance frameworksPCI DSSISO 27001

Soft Skills

cross-functional leadershipaccountabilityperformance monitoringcustomer feedback capturerisk managementincident coordinationchange managementoperational readinessstakeholder alignmentteam orchestration