Service Delivery Lead

This is a mid program-level role responsible for driving delivering reliable, measurable and commercially sound service performance across multi-year transit programs.

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Job Details:

Key Responsibilities

Customer Success Ownership & Governance

• Act as the single point of accountability for customer success across all operational services delivered into the program. The SDL orchestrates cross-functional teams across Contact Center, Technology & Service Operations, and Field Services, creating unified service experience for the customer.
• The SDL establishes structured service governance, aligns operational priorities with the Assistant General Manager and customer stakeholders, and ensures clear ownership of performance commitments, escalations, and outcomes.
• The SDL works closely with Field Services Supervisors to translate operational needs into field execution plans, including incident response, preventive maintenance, device repair, and on-site troubleshooting. While the SDL owns overall service outcomes, SLA attainment, and customer escalations, Field Services Supervisors retain responsibility for technician staffing, scheduling, dispatch, and day-to-day workforce management.
• SDLs are accountable for managing subcontractors, including oversight of delivery and performance to ensure alignment with program standards and customer expectations.

Customer Outcomes, SLA & KPI Performance

• Own performance against all contractual SLAs and KPIs, including availability, response and resolution times, backlog management, and incident effectiveness, maintaining a clear focus on customer impact and experience.
• The SDL proactively monitors service performance, ensures disciplined incident, problem, and change management, and leads cross-functional root cause analysis to eliminate recurring issues.
• The role prioritizes initiatives that improve reliability, availability, and customer confidence, while providing transparent, outcomes-based reporting to customers and executive leadership.

Incident, Problem & Change Leadership

• Oversee major incident coordination, forward change scheduling, and operational readiness across service functions with a customer-first mindset. The SDL ensures that service changes are planned and executed in alignment with contractual commitments and operational risk controls.
• Where systemic or platform-level issues are identified, the SDL escalates appropriately to Engineering and Services Centers of Excellence to drive long-term remediation, shifting the organization from reactive resolution to proactive customer success enablement.

Customer Engagement & Continuous Improvement

• Serve as the voice of the customer within Global Services. The SDL actively captures customer feedback, sentiment, performance insights, and risk indicators to drive measurable improvement.
• The role strengthens customer relationships through clear communication, reduces escalation cycles, and promotes continuous improvement initiatives that enhance customer satisfaction and long-term partnership value.

Deployment & Operational Readiness

• Ensure services are fully prepared to support deployments, transitions, system enhancements, and program expansions.
• The SDL aligns enablement, training, and service capacity planning with customer needs, ensuring continuity, stability and confidence throughout the lifecycle of the program.

Qualifications & Experience

• Bachelor’s degree in business, Engineering, IT, or related discipline
• 6+ years in service delivery, managed services, customer success or mission-critical operations
• Proven experience leading cross-functional, matrix teams
• Strong ITIL foundation (Incident, Problem, Change, SLA governance)
• Demonstrated financial acumen and cost management experience
• Experience operating in long-term, contractual operating environments
• Transit, payments, or regulated environment experience is preferred
• Exposure to PCI DSS, ISO 27001, or similar compliance frameworks advantageous
• Experience in global, matrixed organizations
• Flexibility to work in a 24/7 operations environment, including weekends, and holidays as needed to support critical incidents, major changes, and program continuity.

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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.