Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

Tailor your resume to this Director, Service and Release Management role.

Rezi rewrites your resume against Cubic Corporation's job description. Free.

Resume score gauge reading 58 out of 100

Don't guess if your resume is good enough.

See how it scores against the Director, Service and Release Management posting at Cubic Corporation — free, in seconds.

About the Role

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, providing unified direction across functions responsible for running services, delivering programs, and controlling the flow of change. This function sits at the heart of Customer Success and Global Services, acting as the primary operational liaison to customers and customer-facing teams.

Responsibilities

Lead, develop, and hold accountable a team of SDMOs, Project Managers, and Release Managers across the Global Services portfolio.
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; actively grow internal talent.
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.
Serve as the senior operational leader bridging delivery execution with customer and customer-facing teams across all regions.
Work closely with the regional Heads of Customer Success to ensure operational performance aligns with regional customer commitments, priorities, and expectations.
Ensure SDMOs maintain strong, day-to-day working relationships with their assigned SDMs and Associate GMs, operating as a unified customer-facing team.
Represent the Service and Release Management function in customer operational forums, executive briefings, and QBR preparation.
Ensure that delivery and release activity is communicated proactively to customer-facing teams.
Own the maturity roadmap for Service Delivery, Project Management, and Release Management.
Establish and enforce standard processes, playbooks, and operating procedures across all three functions.
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 at a structural level.
Champion the adoption of tools, templates, and governance mechanisms that improve delivery predictability.
Serve as the senior escalation point for operational and delivery issues that span multiple programs, teams, or functions.
Lead high-severity escalations with clarity and authority, coordinating resolution across teams.
Ensure that escalation paths are well-defined, consistently followed, and continuously improved.
Partner with regional Customer Success Heads and SDMs to align service performance with customer expectations.
Own the forward release and change calendar for Global Services, maintaining a rolling 3-6-month view.
Ensure the release calendar encompasses activity across all environments.
Coordinate change intake across programs and functions, ensuring changes are assessed, prioritized, and scheduled.
Ensure customer-facing teams and SDMs have advance visibility of planned changes and release activity.
Partner with Global Tech Ops Change Management to ensure CS-originated changes comply with change governance standards.
Define and enforce release governance standards for Global Services.
Ensure that all releases and go-live events have complete readiness artifacts.
Chair or sponsor release readiness reviews and launch governance forums; drive clear, evidence-based go/no-go decisions.
Ensure post-release stabilization is actively managed.
Own capacity and impact planning for the Service and Release Management function.
Lead operational impact assessments for significant changes, major releases, and large-scale delivery activity.
Coordinate with Project Managers and SDMOs to identify periods of peak delivery activity.
Provide leadership with a clear, forward-looking view of delivery capacity, risk concentration, and operational exposure.
Build and maintain strong working relationships with Global Tech Ops, Customer Success Operations, Technical Account Management, Business Analysis, and Financial Services.
Work with cross-functional partners to establish a shared understanding of customer health.
Represent the Service and Release Management function in senior leadership forums, portfolio reviews, and governance committees.
Partner with the CS Operations Senior Manager to ensure that operational processes, playbooks, and reporting standards are adopted.

Requirements

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 within complex, enterprise environments
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, establishing process, governance, and execution standards where they previously lacked consistency
Deep working knowledge of ITIL practices, particularly Incident, Problem, Change, and Release Management, and how they integrate in a live service environment
Proven ability to lead release governance, delivery planning, and operational readiness across lower and production environments in high-availability, mission-critical settings
Experience coordinating delivery across engineering, infrastructure, operations, and third-party vendors in a matrixed organization
Strong track record of working directly with customers and customer-facing teams, with the executive presence to represent operational complexity credibly at senior levels and manage high-stakes escalations with clarity and composure
Experience in transit, payments, public-sector technology, or regulated, high-availability managed services
Exposure to compliance frameworks such as PCI DSS, ISO 27001, or similar, and their implications for release and change governance
Familiarity with cloud-based infrastructure delivery (e.g., AWS, Azure) and its operational implications
Experience operating within global service organizations with teams and customers across NAM, EMEA, and APAC
Background working alongside or within a Centre of Excellence (CoE) model for service delivery standards

Skills

Customer-obsessed
Strategic and disciplined
Mature under pressure
Influencer without authority
Develops people

Location

Work Type

Employee

Experience Level

10+ years' experience in service delivery, program management, or technology operations roles
5+ years in a senior leadership role

Education Level

Bachelor's degree in IT, Engineering, Operations, Business, or a related discipline (or equivalent experience)

Salary/Compensations

$140,000.00 - $200,000.00

Benefits

benefits

About the Company

Cubic Transportation Systems
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 Cubic.com.

Equal Opportunity

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.