Head of Field Services and Installations EMEA in Salfords

locations: Salfords, Surrey; Canning Town, London

time type: Full time

posted on: Posted Today

job requisition id: REQ_48692

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 Head of Field Services & Installations is the senior-most operational authority for field services and installation execution across Cubic Transportation Systems EMEA region. This role is accountable for regional service outcomes across multiple, complex, mission-critical engagements, ensuring consistent, high-quality, and cost-effective service delivery at scale. Acting with delegated authority from the Regional GM, the Head of Field Services & Installations sets operational direction for field services, governs performance management, and serves as the executive escalation owner for all field service–related customer, operational, and technical issues. The role provides leadership across a geographically distributed organization, and working with the Field Services Center of Excellence, establishes standard operating practices, and drives service excellence through disciplined KPI governance, continuous improvement, and technology enablement. Operating with significant autonomy, role leads direct and matrixed teams, influences cross-functional partners, and plays a critical role in Cubic’s implementation and transition toward a standardized, data-driven, and digitally enabled field services operating model. Domestic travel is required.

Key Responsibilities

• Regional Field Services Ownership — Own regional field services and installation outcomes across multiple programs, with accountability for field service quality, delivery performance, safety, and cost efficiency. Provide executive oversight of installations, O&M field support, and service recovery activities across the full-service lifecycle.
• Operational Direction & Governance — Set operational direction for field services within the region, establishing performance management frameworks, decision rights, and escalation protocols. Govern scheduling, routing, and resource utilization to ensure scalability, consistency, and productivity across all field operations.
• Service Performance & Continuous Improvement — Work with the regional Service Delivery Management teams, to drive compliance and alignment with global KPI regimes including CSAT, customer retention, MTTR, MTBF, cost per service ticket, rework rates, safety performance, audit compliance, and technician productivity. Drive root cause analysis and corrective actions for systemic performance issues. Govern performance of installation and repair vendors and partners, ensuring alignment with service and delivery standards and goals.
• Financial & Productivity Accountability — Own regional field services cost, productivity, and margin performance. Partner with program and finance leadership to identify and execute efficiency initiatives, optimize labor and inventory, and ensure service delivery aligns with financial objectives. Partner with services, commercial, and program leadership to proactively manage service risk, prevent service credits, and support contract renewals and expansions through operational excellence.
• Executive Escalation & Customer Confidence — Serve as the executive escalation owner for high-impact customer, operational, and technical incidents in the field ensuring timely and comprehensive responsive and management protocols. Lead response in high-pressure environments, ensuring rapid resolution, clear communication, and preservation of customer trust and contractual integrity.
• Technology Enablement & Standardization — Work with global counterparts and the Field Services Center of Excellence to define and lead adoption of technology-enabled field service platforms, enabling real-time visibility, predictive maintenance, and standardized execution. Ensure consistent adoption of global standards while adapting to regional program requirements.
• Leadership, Talent & Organizational Effectiveness — Act as line manager for regional field service leadership. Provide senior-level functional leadership over depot operations, field technicians, and inventory management. Build leadership capability within the organization and ensure succession planning for critical roles.
• Cross-Functional & Enterprise Leadership — Act as the senior regional interface to Global Services for field service performance, standards, and transformation initiatives. Represent regional field services perspectives in enterprise operating model discussions and continuous improvement programs.
• Deployment & Installation Readiness — Ensure operational readiness for new installations and upgrades, including site readiness validation, logistics coordination, technician certification, commissioning standards, and transition to steady-state support. Partners with engineering and program delivery teams to ensure installability, maintainability, and lifecycle supportability are embedded early in deployments.
• Repair Depot Excellence — Sets the strategic direction and operating model for centralized device repair, refurbishment, and lifecycle management across all programs in EMEA region. The role owns depot throughput, quality assurance, turnaround times, cost control, and warranty recovery to sustain system uptime and SLA performance. As the executive lead partnering with field operations, engineering, supply chain, and agency stakeholders, ensures repair excellence supports operational stability, asset longevity, and predictable program delivery across EMEA region.
• Inventory Transformation — Owns end-to-end inventory management across depots, warehouses, and active O&M programs to ensure the right parts, devices, and spares are available to sustain system uptime. The role owns a team to deliver inventory accuracy, demand planning, logistics performance, and financial controls to drive service-level reliability and timely support of maintenance and capital refresh activities.
• Retail & Fulfillment Operations — Sets the strategic direction and modernization roadmap for the EMEA region’s retail and fulfillment ecosystem, ensuring merchant networks and distribution channels evolve in step with next-generation account-based fare systems, and delivers end-to-end fare media production and distribution, to ensure secure, scalable, and cost-effective delivery aligned to next-generation account-based programs. The role owns operational performance, inventory management, vendor oversight, and financial controls—driving production accuracy, on-time distribution, reconciliation integrity, and supply chain resilience. This leader transforms customer experience excellence and builds strong public-sector trust.
• Operational Reliability & Engineering Feedback — Establish structured feedback loops between field operations, product engineering, and reliability teams to drive design improvements, reduce failure modes, and improve maintainability of deployed devices and systems.
• Safety & Regulatory Compliance Leadership — Champion a safety-first operating culture across all field activities, ensuring compliance with OSHA, local regulatory requirements, and customer safety standards. Establish governance.