Operational Service Delivery Lead

Responsibilities

• Program Execution & Operational Accountability
• Own operational execution for assigned program(s), ensuring services are run and delivered in alignment with established plans, milestones, and operational standards.
• Maintain consistent oversight of operational performance, risks, dependencies, and delivery health.
• Continuously monitor program health, identifying risks, dependencies, and operational issues early.
• Act as the primary escalation point for operational and delivery issues impacting assigned programs.
• Team Leadership & OSDM Oversight
• Lead and coach a small team of OSDMs, each managing independent programs.
• Set clear expectations for execution quality, escalation practices, and operational consistency.
• Ensure standard operational processes, readiness practices, and reporting approaches are applied across the team.
• Provide guidance and support to OSDMs in managing incidents, delivery coordination, and execution challenges.
• Delivery Coordination & Technical Direction
• Provide operational direction to IT Project Managers, Release Managers, and technical services teams supporting assigned programs.
• Coordinate execution across in‑flight development, releases, upgrades, and enhancements.
• Ensure delivery sequencing, dependencies, and risks are actively managed with awareness of operational impact.
• Collaborate with Architects, Systems Analysts, QA, infrastructure, and engineering teams to ensure operational requirements are addressed.
• Track execution progress and drive resolution of delivery issues.
• Incident Oversight & Execution Leadership
• Maintain visibility across incidents and service degradation affecting live services.
• Provide direction and coordination when incidents span multiple teams or vendors.
• Ensure escalation, communication, and response actions are executed in line with established processes.
• Guide operational decision‑making during incidents to support rapid and effective resolution.
• Ensure corrective actions are identified, tracked, and closed.
• Operational Readiness & Release Support
• Partner with IT Project Managers and Release Managers to ensure operational readiness prior to go‑live.
• Validate readiness across support models, monitoring and alerting, documentation, runbooks, and operational handover.
• Coordinate stabilization activities following releases to ensure services meet operational expectations.
• Governance, Reporting & Metrics
• Accountable for execution‑level operational and delivery metrics across assigned programs.
• Prepare and review weekly and monthly operational reporting covering incidents, risks, and delivery activity.
• Ensure operational and delivery documentation is accurate, current, and complete.
• Continuously assess execution health and adjust coordination, sequencing, and priorities as needed.
• Customer ‑ Facing Operational Engagement
• Lead operational discussions and forums for assigned programs, including MORs, service reviews, and QBR inputs.
• Present clear, execution‑focused updates on service performance, incidents, and delivery activity.
• Maintain effective working relationships with customer operational stakeholders.
• General Duties and Responsibilities

Benefits

Additional Information

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 Operational Service Delivery Lead (OSD Lead) is a people leader and program owner responsible for the operational execution and coordination of services that are live, transitioning into service, or actively under development. The SDM Lead independently manages assigned programs while also leading a small team of OSDMs, each accountable for their own programs. This role owns day‑to‑day operational performance, service stability, and the coordinated execution of delivery activity across incidents, releases, and in‑flight development. The OSD Lead provides clear operational and technical direction to IT Project Managers, Release Managers, and core technical services teams working on the program, ensuring work is sequenced and executed with strong awareness of operational impact and readiness. The OSD Lead maintains end‑to‑end situational awareness across incidents, delivery activity, and service risks. The OSD Lead steps in to provide direction, escalation, prioritization, and leadership when required, bridging "run" and "change" to ensure development activity translates into stable, supportable live services and sustained customer confidence.

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