Service Performance Specialist

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. Cubic is committed to solving global issues through innovation and service to our customers and partners.

Job Summary: Reporting to the Senior Service Delivery Manager, the Service Performance Specialist is responsible for establishing and delivering the medium to long term service improvement programme. This includes reviewing the Service and Asset performance data to establish medium to long term trends and correlations; reporting on the conclusions of the data analysis to the external customer and internal stakeholders and recommending a plan to improve service performance. This role is also responsible for the delivery of the agreed improvements, working closely with Engineering and Project Management and reporting on the success of this management process.

Essential Job Duties and Responsibilities:

• Trend and Correlation Management: Review, analyse and understand the operational context of Asset Performance and BI reports and identify trends and correlations (causal relationships between performance metrics). Identify errors in reported data before it is presented to stakeholders. Accountable for the accuracy of the period asset report, which is delivered to customers. Drive and track improvements in asset performance for field devices. Make recommendations for asset improvements and service management process improvements, with clear return on investment data. In conjunction with the operational management team, seek continuous opportunities to reduce operating costs.
• Improvement Management: ARQ (Bug fixes) monitoring, reporting and driving through engineering teams working with Project Managers. Managing end to end, continuous improvement projects and promote a culture of continuous improvement, using management information to drive efficiencies and improvements throughout the Service Delivery team. Instigate management process improvements to improve asset performance on field devices. Proactively engage with customers to identify new opportunities for additional services and system improvements and to assist with the development and negotiation of proposals as required by Service Management. Working with obsolescence management team to ensure improvement projects to assets are consolidated and coordinated.
• Reporting: Evaluate improvement activities to understand if they have delivered the expected outputs and provide transparency on asset performance. Drive a performance management culture, undertaking productivity and benchmarking analysis to understand and influence performance. Working with Service departments, ensure there are robust control procedures in place and measuring and reporting on those controls. Contribute to SLA performance review and performance reporting. Work closely with the Customer Services Team and the Service Managers to ensure issues arising are dealt with in a timely manner in accordance with contractual commitments.
• General: Actively participate in leadership meetings and client meetings. Work collaboratively with the Service Delivery and Quality teams to identify key areas of strengths and weaknesses relating to performance management, system, service and process improvement. Recommend changes that will have long-term benefits upon the end to end process for the whole of the Services contract portfolio. Comply with Cubic’s values and adherence to all company policy and procedures, particularly the code of conduct, quality, security and occupational health, safety and environmental policies and procedures. In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Skills knowledge and experience:

• Essential: Solid experience of business performance management and data analysis. Extensive management experience within a B2B OEM customer service environment. Project Management experience. Proven track record of achieving or surpassing targets. Sound mathematical ability with deductive reasoning and a high level of accuracy in work processes. Proven analytical ability and report writing skills. Experience of working in a matrix organisation. Strong Microsoft Excel skills.
• Desirable: Experience working in a technical environment ideally field engineering. Management or leadership skills and experience. Knowledge of the transportation sector. Knowledge of processes and procedures relating to automated fare collection.

Education and qualifications:

• Essential: A-level education grade C or above or equivalent.
• Desirable: Degree in a numerate subject – Engineering, Maths, Science, Business or equivalent.

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.