Global Duty Service Manager

4 days ago

Hyderabad, Telangana, India Cubic Corporation Full time US$ 90,000 - US$ 1,20,000 per year

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

Job Details:
Job Summary:
The Global Duty Service Manager will work as a member of the Global ITIL Operations Team providing 24/7 cover via a 4x4 shift rotation, acting as the Senior Service Escalation point, reporting to the Global ITIL Quality Operations Manager. The Global Duty Service Manager will lead communication of all high priority Incidents and escalations and is responsible for facilitating high performance and collaborative working within the Global ITIL Operations functions, ensuring governance and adherence to the following:

  • Major Incident Management
  • Incident Management
  • Problem Management
  • Escalation Management
  • Out of Hours Emergency Change Approval

Essential Job Duties and Responsibilities:

  • Responsible for driving the policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
  • Manage Incidents, Major Incidents, Post Incident Reviews, Problems and Escalations at a Global organizational level
  • Identify, analyze, prepare risk mitigation via relevant processes
  • Support training efforts and audit requirements
  • Compile and hold reviews of KPI's, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
  • Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes

Minimum Job Requirements:

  • Ability to be a critical thinker
  • Able to work in a fast-paced high-pressure environment often engaging with senior stakeholder during a major event
  • Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
  • Able to make a significant contribution in a team environment
  • Exceptional listening and analytical skills
  • Reporting experience across a range of Customers
  • Strong understanding of ITIL processes
  • Ability to identify trends and interpret data
  • The use of Microsoft Office particularly, Word, Excel and PowerPoint.
  • An understanding of Cubic Technology
  • A wide understanding of customer service processes and methodologies

Education and Qualifications:
Essential

  • A Level education or equivalent

Desirable:

  • ITIL v3/v4 Foundation certification

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.
Worker Type:
Employee

  • Only 24h Left Global Duty Service Manager

    4 weeks ago

    Hyderabad, Telangana, India Cubic Corporation Full time

    Job DescriptionBusiness Unit:Cubic Transportation SystemsCompany Details:When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make peoples lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led...

  • Global Service Desk Manager

    4 days ago

    Hyderabad, Telangana, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    About the JobThe Service Desk Manager (SDM) plays a critical role in the IntouchCX Global Service Desk team and will oversee the day-to-day activities of service-desk operations, ensuring users and business teams receive the support they require.The role is a combination of general management, service operations, and special projects. The Service Desk...

  • Global IT Service Manager

    1 week ago

    Hyderabad, Telangana, India beBeeService Full time ₹ 15,00,000 - ₹ 26,00,000

    Overview of Global Service Delivery Centre:A global capability centre in Hyderabad, India, aims to leverage local talent to scale our information services and products globally through cloud technology.Key Responsibilities:Partner with the ServiceNow lead developer and development team to transform business requirements into viable solutions.Establish and...

  • Assistant Manager, Global Service Desk

    4 days ago

    Hyderabad, Telangana, India IntouchCX Full time US$ 90,000 - US$ 1,20,000 per year

    About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Global Channel Services Manager

    2 days ago

    Hyderabad, Telangana, India beBeeManagement Full time US$ 10,00,000 - US$ 12,00,000

    Job OpportunityAre you looking for a career where you can make a real impact?Job DescriptionWe are seeking an experienced professional to join our team in the role of Global Channels Vendor Management. This is a unique opportunity to oversee global vendors and ensure contractual responsibilities are upheld.As a key member of our team, you will be responsible...

  • Strategic Global IT Service Management Professional

    5 days ago

    Hyderabad, Telangana, India beBeeService Full time ₹ 1,93,60,000 - ₹ 2,51,20,000

    Global IT Service Management LeaderWe are seeking a seasoned IT service management leader to drive excellence and innovation across our global organization.">\

  • Global Business Operations Lead

    1 week ago

    Hyderabad, Telangana, India beBeeGlobalDutyServiceManager Full time US$ 12,00,000 - US$ 15,00,000

    Job OverviewThe Global Duty Service Manager role requires strong leadership and communication skills to facilitate effective incident management and collaboration within the ITIL Operations team.Key Responsibilities:

  • Senior Analyst

    24 hours ago

    Hyderabad, Telangana, India Enviri Global Service Centre Full time US$ 90,000 - US$ 1,20,000 per year

    Company DescriptionEnviri Corporation is a market-leading global provider of environmental solutions for industrial, retail, and medical waste streams, as well as innovative equipment and technology for the rail sector. We have an unrivaled breadth of experience across the globe and an impressive reputation that stretches back more than a century. Based in...

  • Global Service Delivery Leader

    7 days ago

    Hyderabad, Telangana, India beBeeDelivery Full time ₹ 60,00,000 - ₹ 80,00,000

    Job Title: Senior Service Delivery ManagerAbout the Role:We are seeking an experienced Senior Service Delivery Manager to lead our global service delivery teams. This is a senior leadership role that requires strong leadership, communication, and people management skills.Lead service delivery teams to ensure seamless operations and delivery of...

  • Global Sales Manager For IT Services

    4 weeks ago

    Hyderabad, Telangana, India CAW Full time

    Global IT Services & Staff Augmentation Sales Specialist (6 – 10 yrs Individual Contributor) Location: Hyderabad (hybrid) / Remote Regions US | UK | EU | MEA | APAC Role Type : Individual Contributor – pure hunter, no large-team management Experience Band (STRICT): 6-10 years quota-carrying sales in...