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Project Management & Operations Lead

Job Summary

The Project Management & Operations Lead is responsible for leading the successful delivery of customer projects and overseeing operational service performance across strategic customer accounts. This role combines project delivery leadership with operational management, ensuring transportation technology solutions are implemented successfully and supported effectively throughout their lifecycle.

Working within a matrix environment, the Project Management & Operations Lead partners closely with Engineering, Product Management, Customer Operations, Commercial, and PMO teams to deliver complex software, systems integration, and intelligent transportation projects while maintaining high levels of customer satisfaction and operational excellence.

The successful candidate will act as a key customer-facing leader, driving project execution, service performance, stakeholder engagement, risk management, and continuous improvement initiatives. The role requires balancing multiple priorities, influencing cross-functional teams, and supporting business growth through exceptional delivery and operational outcomes.

Key Responsibilities

Project Delivery Management

• Lead the planning, execution, governance, and successful delivery of multiple concurrent transportation technology projects.
• Develop and maintain project plans, schedules, budgets, resource forecasts, and delivery milestones.
• Coordinate cross-functional teams across software development, systems engineering, infrastructure, testing, field services, and customer support.
• Manage project scope, risks, issues, assumptions, dependencies, and change requests.
• Monitor project performance and provide regular status reports to internal stakeholders and customers.
• Facilitate project governance meetings, steering committees, and executive reviews.
• Ensure successful customer acceptance, operational readiness, and transition into live service environments.
• Drive delivery excellence while ensuring projects are completed on time, within budget, and to agreed quality standards.

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Operational Service Management

• Manage the operational relationship for assigned customer accounts following project implementation.
• Ensure contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational commitments are consistently achieved.
• Lead regular service review meetings with customers and internal stakeholders.
• Coordinate incident, problem, change, and release management activities.
• Drive continual service improvement initiatives based on operational metrics, customer feedback, and business objectives.
• Manage operational escalations through to resolution while maintaining effective customer communication.
• Monitor service performance trends and implement improvement plans where required.

​Stakeholder & Customer Management

• Develop trusted relationships with customer stakeholders at operational, management, and executive levels.
• Serve as the primary point of contact for project delivery and operational service performance.
• Communicate project status, service performance, risks, issues, and mitigation plans in a clear and proactive manner.
• Collaborate closely with Product, Engineering, Customer Support, Operations, PMO, Commercial, and Leadership teams.
• Manage third-party suppliers and partners to ensure contractual obligations and delivery commitments are achieved.

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Leadership & Collaboration

• Lead cross-functional project and operational teams within a matrix organisation.
• Influence priorities, resource allocation, and delivery commitments across multiple departments.
• Foster a culture of collaboration, accountability, continuous improvement, and customer focus.
• Resolve competing priorities and delivery challenges through effective stakeholder engagement and negotiation.
• Support and mentor team members while promoting project management and service delivery best practices.

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Governance, Compliance & Financial Management

• Manage project budgets, forecasts, and overall financial performance.
• Support contract variations, change requests, and opportunities for additional services.
• Ensure compliance with contractual obligations, governance processes, quality standards, and customer requirements.
• Maintain project documentation, RAID logs, service reports, and governance records.
• Ensure adherence to Cubic policies, procedures, security requirements, health and safety standards, and company values.
• Identify opportunities to improve delivery processes, operational efficiency, and customer experience.

Qualifications & Experience

Essential

• PMP, PRINCE2 Practitioner, Agile PM, or equivalent project management certification.
• ITIL Foundation certification or equivalent service management qualification.
• Proven experience delivering complex technology, software development, infrastructure, or systems integration projects.
• Experience managing operational service delivery within enterprise, mission-critical, or customer-facing environments.
• Experience leading cross-functional teams within a matrix organisation.
• Strong customer relationship management experience across both project delivery and operational support.
• Excellent stakeholder management, communication, negotiation, and influencing skills.
• Experience within transportation technology, intelligent transport systems, public transit, rail, fare collection, mobility, or related technology sectors.

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Desirable

• Experience working in Agile, Waterfall, or Hybrid project delivery environments.
• Experience in software engineering or multi-disciplinary technology organisations.
• Understanding of ITIL Service Management practices.
• Experience managing third-party suppliers and outsourced services.
• Familiarity with transportation, mobility, smart city, or digital infrastructure solutions.

Personal Attributes

• Strong project and operational leader with a customer-first mindset.
• Highly organised with excellent planning and prioritisation skills.
• Strong relationship builder with both internal and external stakeholders.
• Proactive problem solver with excellent decision-making capabilities.
• Resilient and effective in fast-paced, high-pressure environments.
• Commercially aware and focused on delivering business value.
• Able to balance short-term delivery objectives with long-term strategic goals.
• Strong sense of accountability and ownership.
• Willingness to travel as required.

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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.