Global Performance and Improvement Lead

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Job Details:

The Global Performance and Improvement Lead supports and leads the successful delivery of global services to clients. This role bridges the gap between coordination and management, ensuring service excellence, performance alignment with contractual obligations, and continuous improvement across regions. The Lead builds strong stakeholder relationships and drives operational enhancements through collaboration and data-driven insights.

Essential Job Duties and Responsibilities:

• Act as a key escalation point within the Global Operations Centre (GOC) for service performance, planning, and reviews.
• Coordinate with service delivery teams to ensure SLAs and KPIs are met, including oversight of resolver teams.
• Lead and contribute to internal and client service review meetings, ensuring deliverables are met and improvements are actioned.
• Analyze performance data to identify trends and develop mitigation strategies.
• Conduct root-cause analysis of service failures and coordinate corrective actions via CSIP.
• Manage day-to-day service coordination for assigned regions, ensuring alignment with client expectations.
• Prepare and present reports on performance, quality, training, and service improvement initiatives.
• Support transition planning and resourcing for new services or regions.
• Collaborate with Quality and Training teams to align regional priorities.
• Provide regional insights and support to the OneSupport Service Desk.
• Gather and report customer feedback to inform service enhancements.
• Ensure compliance with Cubic's values, policies, and procedures, including health, safety, and environmental standards.
• Perform additional duties as assigned by the manager.

Minimum Job Requirements

Skills, Knowledge, and Experience

Essential:

• Proven experience in a leadership role within service delivery or customer service.
• Strong organizational and analytical skills.
• Effective communicator with excellent listening and problem-solving abilities.
• Familiarity with customer service methodologies and performance metrics.
• Ability to work flexible hours to support global operations.
• Collaborative team contributor.

Desirable:

• Experience across multiple product areas and technical environments.
• Knowledge of the transport industry and fault management.
• Background in automated fare collection or railway systems.
• Experience in training delivery.

Education and Qualifications

Essential:

• A Level education or equivalent.

Desirable:

• ITIL V3/V4 certification.

Personal Qualities

• Self-motivated and accountable.
• Logical, detail-oriented, and proactive.
• Strong interpersonal and communication skills.
• Curious and passionate about learning and improvement.
• Resilient and optimistic under pressure.
• Adaptable and team-oriented.

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