Director, Head of Service Operations

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:

Role Overview

We are seeking a highly experienced and operationally rigorous Head of Service Operations to lead our global 24x7 service delivery function supporting mission-critical transit systems for over 40 major transit agencies worldwide. This is a product IT operations leadership role responsible for the reliability, performance, and continuous improvement of customer-facing platforms. The role operates in a zero-tolerance, high-availability environment where outages directly impact paying customers and public infrastructure.

The role is based in India and reports to the VP, Technology & Service Operations.

Scope & Scale

~40 global transit agency customers

Team size: ~100 FTE scaling to ~200

24x7 global operations (Americas, EMEA, APAC)

Service Desk, NOC, SOC, Tier 2, Incident/Problem Management

4–5 Shift Managers managing rotations

Core Responsibilities

Global Service Operations Leadership: Lead the delivery of global 24x7 service operations across all customer environments, ensuring consistent, high-quality support for mission-critical transit platforms. Drive alignment across Service Desk, NOC, SOC, and Tier 2 teams, establishing clear accountability, operational discipline, and a strong global operating cadence.

Product IT Operations Excellence: Embed a product-centric operations mindset, where uptime, responsiveness, and customer impact are paramount. Ensure teams operate with urgency and ownership appropriate for live, revenue-generating systems supporting public transit services.

Major Incident & Reliability Management: Lead the management of P1 and P2 incidents with rapid response, clear escalation, and coordinated resolution. Drive effective post-incident reviews focused on root cause elimination and continuous improvement of service reliability.

SRE & Preventative Operations: Advance reliability practices by integrating SRE principles into service operations, including proactive monitoring, predictive alerting, and structured preventative maintenance to reduce incident frequency and improve system stability.

ITSM Governance: Ensure consistent execution of ITIL-aligned processes across Incident, Problem, and Change Management using ServiceNow, balancing operational rigor with the agility required in high-availability environments.

Performance & SLA Delivery: Drive delivery against customer KPIs and internal SLAs, ensuring transparency, accountability, and proactive management of performance risks across global operations.

Tooling Evolution: Enhance operational tooling and observability capabilities across ServiceNow, SolarWinds, Dynatrace, and Splunk, enabling improved visibility, faster detection, and more effective incident response.

Hybrid Infrastructure Operations: Oversee service operations across a hybrid environment spanning legacy data centers, Azure, and AWS, ensuring consistent performance and reliability across all platforms and regions.

Compliance Alignment: Support adherence to PCI DSS, ISO 27001, and SOC requirements, ensuring operational processes are aligned with security and regulatory standards.

Operational Transformation: Drive the evolution of the service operations function toward a world-class, globally consistent model, improving operational maturity, standardization, and overall service performance.

Key Performance Indicators (KPIs)

SLA Compliance (Response & Resolution): Measures adherence to agreed response and resolution times for incidents and service requests.

Service Availability & Uptime: Tracks the percentage of time customer-facing systems are fully operational and available.

Mean Time to Detect (MTTD) / Mean Time to Resolve (MTTR): Measures how quickly issues are identified and restored to normal service.

P1/P2 Incident Frequency & Recurrence: Tracks the volume of critical incidents and the effectiveness of preventing repeat occurrences.

Problem Management Effectiveness: Measures the ability to identify root causes and implement permanent fixes to eliminate recurring issues.

Change Success Rate: Tracks the percentage of changes implemented without causing incidents or service disruption.

Preventative Maintenance Effectiveness: Measures how well proactive maintenance activities reduce incidents and improve system stability.

Customer Satisfaction (CSAT): Reflects customer perception of service quality, responsiveness, and overall reliability.

Compliance & Audit Adherence: Measures alignment with regulatory and security standards such as PCI DSS, ISO 27001, and SOC.

Candidate Profile

ITSM & Service Management: Strong ITIL-based service operations expertise

SRE & Reliability Engineering: Experience driving proactive reliability practices

24x7 Global Operations Leadership: Proven leadership of follow-the-sun operations

Major Incident Management: Expertise in high-severity incident command

Problem Management: Strong root cause analysis and resolution focus

Performance & SLA Management: Track record delivering against KPIs and SLAs

Observability & Monitoring: Deep understanding of monitoring and alerting frameworks

Hybrid Infrastructure Operations: Experience across cloud and data center environments

Compliance & Security Alignment: Familiarity with regulated, audit-driven environments

Operational Transformation: Demonstrated ability to scale and mature operations

Team Leadership & Development: Builds and leads high-performing global teams

Customer-Centric Service Delivery: Strong focus on customer impact and outcomes

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Worker Type:

Employee

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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.