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The Service Delivery Lead (SDL) is the single point of accountability and customer success leader for all services delivered by Global Services and sub-contractors into a designated customer account or program(s). The SDL is responsible for ensuring that services delivered by Global Services consistently achieve customer outcomes, contractual commitments, and long-term value realization.
As the primary operational and success partner to the customer, the SDL orchestrates service delivery across all aspects of service delivery including Customer Contact Centers, Technology & Service Operations, and the Field Services Center of Excellence to deliver a cohesive, outcome-driven service experience. The role balances operational excellence with proactive customer engagement, ensuring SLA performance compliance, financial health discipline, operational stability, and continuous improvement, while serving as the primary operational interface between the customer and Global Services strengthening trust and partnership over multi-year transit programs.

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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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.