[Hiring] Director, Service and Release Management @Cubic Corporation

Role Description

The Director, Service and Release Management is a senior leader responsible for the operational execution, delivery governance, and release integrity of live and in-flight services across the Global Services portfolio. This role leads a multi-disciplinary team of Operational Service Delivery Managers (SDMOs), Project Managers, and Release Managers, providing unified direction across the functions responsible for running services, delivering programs, and controlling the flow of change through lower and production environments.

This function sits at the heart of Customer Success and Global Services. The Director and their team are the primary operational liaison to customers and customer-facing teams, ensuring that service performance translates into sustained customer confidence.

Key Responsibilities

• Team Leadership & Organizational Development
  • Lead, develop, and hold accountable a team of SDMOs, Project Managers, and Release Managers.
  • Build a high-performing team culture grounded in operational discipline, customer accountability, and continuous improvement.
  • Define career development paths and capability-building plans for each function.
  • Set consistent performance expectations, escalation standards, and ways of working across the team.
  • Ensure appropriate span of control and program coverage; identify and address resourcing gaps.
• Customer & Regional Partner Engagement
  • Serve as the senior operational leader bridging delivery execution with customer and customer-facing teams.
  • Work closely with regional Heads of Customer Success to ensure operational performance aligns with regional commitments.
  • Ensure SDMOs maintain strong relationships with assigned SDMs and Associate GMs.
  • Represent the Service and Release Management function in customer operational forums and executive briefings.
  • Communicate delivery and release activity proactively to customer-facing teams.
• Function Maturity & Process Excellence
  • Own the maturity roadmap for Service Delivery, Project Management, and Release Management.
  • Establish and enforce standard processes, playbooks, and operating procedures.
  • Drive a step-change in how the team understands the business and the customer.
  • Embed customer health metrics into the team's standard ways of working.
  • Identify systemic execution gaps and lead root cause resolution.
  • Champion the adoption of tools, templates, and governance mechanisms.
• Escalation & Service Alignment
  • Serve as the senior escalation point for operational and delivery issues.
  • Lead high-severity escalations with clarity and authority.
  • Ensure escalation paths are well-defined and continuously improved.
  • Partner with regional Customer Success Heads and SDMs to align service performance with expectations.
• Forward Release & Change Management
  • Own the forward release and change calendar for Global Services.
  • Ensure the release calendar encompasses activity across lower environments to production.
  • Coordinate change intake across programs and functions.
  • Ensure customer-facing teams have advance visibility of planned changes.
  • Partner with Global Tech Ops Change Management for compliance with governance standards.
• Release & Launch Governance
  • Define and enforce release governance standards for Global Services.
  • Ensure all releases have complete readiness artifacts.
  • Chair or sponsor release readiness reviews and launch governance forums.
  • Ensure post-release stabilization is actively managed.
• Capacity & Impact Planning
  • Own capacity and impact planning for the Service and Release Management function.
  • Lead operational impact assessments for significant changes and releases.
  • Coordinate with Project Managers and SDMOs to manage resource contention.
  • Provide leadership with a clear view of delivery capacity and operational exposure.
• Cross-Functional Partnership & Governance
  • Build and maintain strong working relationships with various teams.
  • Work with cross-functional partners to establish a shared understanding of customer health.
  • Represent the Service and Release Management function in senior leadership forums.
  • Partner with CS Operations Senior Manager to ensure operational processes are adopted.

Qualifications

• Bachelor's degree in IT, Engineering, Operations, Business, or a related discipline (or equivalent experience).
• 10+ years' experience in service delivery, program management, or technology operations roles.
• 5+ years in a senior leadership role managing multi-disciplinary operational or delivery teams.
• Demonstrated success leading delivery and operations functions through a maturity uplift.
• Deep working knowledge of ITIL practices, particularly Incident, Problem, Change, and Release Management.
• Proven ability to lead release governance, delivery planning, and operational readiness.
• Experience coordinating delivery across engineering, infrastructure, operations, and vendors.
• Strong track record of working directly with customers and customer-facing teams.

Preferred Experience

• Experience in transit, payments, public-sector technology, or regulated managed services.
• Exposure to compliance frameworks such as PCI DSS, ISO 27001, or similar.
• Familiarity with cloud-based infrastructure delivery (e.g., AWS, Azure).
• Experience operating within global service organizations across NAM, EMEA, and APAC.
• Background working alongside or within a Centre of Excellence (CoE) model.

Personal Attributes

• Customer-obsessed: understands that operational excellence translates into customer confidence.
• Strategic and disciplined: sets direction and builds systems to achieve goals.
• Mature under pressure: leads with clarity during escalations and high-stakes events.
• Influencer without authority: drives alignment across peer functions.
• Develops people: invests in the growth of their team and builds a culture of accountability.

Compensation

Cubic Pay Range: $140,000.00 - $200,000.00* + benefits.

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary.

Worker Type

Employee

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.