Service Delivery Manager - California
Job Details
The Service Delivery Manager (SDM) 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).
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 SDM orchestrates cross-functional teams across Contact Center, Technology & Service Operations, Financial Services, and Field Services, creating a unified service experience for the customer.
Establish structured service governance, align operational priorities with the Assistant General Manager and customer stakeholders, and ensure clear ownership of performance commitments, escalations, and outcomes.
Work 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 SDM 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.
Manage subcontractors, including oversight of delivery and performance to ensure alignment with program standards and customer expectations.
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.
Proactively monitor service performance, ensure disciplined incident, problem, and change management, and lead cross-functional root cause analysis to eliminate recurring issues.
Prioritize initiatives that improve reliability, availability, and customer confidence, while providing transparent, outcomes-based reporting to customers and executive leadership.
Partner with Finance and Program Leadership to ensure commercially sustainable customer success. Manage cost-to-serve performance, ensure delivery of recurring milestones tied to revenue and cash, and actively work to reduce service-related abatements.
Identify efficiency and optimization improvements that improve margin while maintaining or improving customer experience, holding workstream owners accountable for execution.
Oversee major incident coordination, forward change scheduling, and operational readiness across service functions with a customer-first mindset. Ensure service changes are planned and executed in alignment with contractual commitments and operational risk controls. Escalate appropriately to Engineering and Services Centers of Excellence to drive long-term remediation, shifting the organization from reactive resolution to proactive customer success enablement.
Serve as the voice of the customer within Global Services. Capture customer feedback, sentiment, performance insights, and risk indicators to drive measurable improvement. Strengthen customer relationships through clear communication, reduce escalation cycles, and promote continuous improvement initiatives that enhance customer satisfaction and long-term partnership value.
Ensure services are fully prepared to support deployments, transitions, system enhancements, and program expansions. Align 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
10+ 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
Cubic Pay Range
The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.