Key 2.0 Senior Services Delivery Manager/ Operations Maintenance Program Manager

SUMMARY:

Responsible for all activity related to the efficient and effective provision of service on defined contracts to meet contractual obligations. This position will be responsible for all service functions committed to for one, or multiple contracts, or service functions, while working to build and maintain a strong customer relationship for service.

This position also has full ownership of both the functional and financial accountability of new service programs which they value for up to $10 Million / annum. This position includes oversight and/or management of sub-contracts, ensuring contract management and delivery services are appropriately executed and that all periodical reporting for the contract, inclusive of customer led audit functions are complete, accurate and to schedule. This position will develop and facilitate business improvement solutions that support effective and efficient customer focus, inclusive of but not limited to infrastructure and device defects, improvement initiatives and / or new solutions. This position typically works under limited supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

DUTIES AND RESPONSIBILITIES:

• Serve as operational lead for the customer.
• Coordinate efficiently and effectively with global teams, internal stakeholders and the customer to deliver contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements.
• Work with Customer Services, Engineering and sub-contractors in managing and meeting key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) which stimulate growth and performance.
• Management of the financial performance of the assigned contract.
• Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organization.
• Escalate or resolve issues as appropriate.
• Work with internal teams to develop end of life estimates, performance impact statements maintenance and recovery plans.
• Actively perform risk management and pursues risk reduction on assigned programs.
• Identify program issues with sufficient lead time for resolution.
• Lead proposal preparation, statements of work and specifications, estimation of product/service costs, negotiation for relevant change orders as needed, and administration of contracts.
• Manage & direct projects involving service development.
• Act as SME and technical lead for specific customer service function.
• Ensure the infrastructure and service set up is reliable and stable to support the program's delivery milestones.

BACKGROUND AND EXPERIENCE:

• Minimum of 8 years of related experience with a Bachelor's degree; or 6 years and a Master's degree; or a PhD with 3 years' experience; or equivalent experience in related technical or operational experience, including project engineering, operations management, program management.
• Proficient in MS Office applications including a working knowledge of Experience using Microsoft Project, Microsoft PowerPoint, Oracle Primavera P6 Scheduling Tool
• Proven ability to lead cross-functional program teams.
• Proven understanding of engineering, operations (procurement, subcontracting, and manufacturing), system integration and test, quality assurance, configuration management, logistics, contract administration, standard business practices, finance, and the relationship of programs within a portfolio.
• Ability to effectively communicate verbally and in writing, make presentations and conduct negotiations with customers, subcontractors, and vendors.
• Requires knowledge of government procurement, contracting, and standards and specifications.

• Strong interpersonal and communication skills with the ability to communicate new ideas/issues to internal and external customers
• Exceptional written and verbal communication skills
• Strong commercial acumen
• Good influencing and negotiation skills
• Highly driven, self-motivated, and able to work unsupervised
• Takes ownership of problem and sees it through to the end
• Establishes priorities and meet multiple deadlines
• Able to work at a detailed level and step back to a strategic level as required
• Able to deal with ambiguity and establish structure to provide clarity
• Adaptable and embraces change

Cubic Pay Range:

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.