Director, Service and Release Management

Overview

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 functions that run services, deliver programs, and control the flow of change through lower and production environments.

The Director is the primary operational liaison to customers and customer-facing teams, ensuring service performance translates into sustained customer confidence.

• Team Leadership & Organizational Development: lead and hold accountable a team of SDMOs, Project Managers, and Release Managers; build a high-performing culture; define career development paths; set performance expectations and resourcing plans.
• Customer & Regional Partner Engagement: bridge delivery with regional customer-facing teams; align operations with regional commitments; manage escalation resolution and customer communications; represent the function in customer forums and QBRs.
• Function Maturity & Process Excellence: own the maturity roadmap; establish standard processes and playbooks; drive understanding of business value and customer outcomes; embed customer health metrics.
• Escalation & Service Alignment: act as senior escalation point; coordinate resolution across SDMOs, Tech Ops, engineering, and vendors; improve escalation paths over time.
• Forward Release & Change Management: own a rolling 3–6 month release calendar; coordinate change intake; ensure visibility and readiness across environments; ensure compliant change governance.
• Release & Launch Governance: enforce governance standards; ensure readiness artifacts and sign-off; chair readiness reviews; manage post-release stabilization.
• Capacity & Impact Planning: assess delivery capacity and risks; plan for peak activity; provide forward-looking capacity views to leadership.
• Cross-Functional Partnership & Governance: collaborate with Global Tech Ops, Customer Success Operations, Technical Account Management, and others; participate in leadership forums and governance committees.

• Bachelor’s degree in IT, Engineering, Operations, Business, or related field (or equivalent experience).
• 10+ years’ experience in service delivery, program management, or technology operations in complex enterprise environments.
• 5+ years in a senior leadership role managing multi-disciplinary teams.
• Experience maturing delivery and operations functions with process, governance, and execution standards.
• Deep knowledge of ITIL practices (Incident, Problem, Change, Release) in live services.
• Proven ability to lead release governance and operational readiness across lower and production environments in high-availability settings.
• Experience coordinating delivery across engineering, infrastructure, operations, and third-party vendors in matrixed organizations.
• Strong customer-facing track record with executive presence for high-stakes escalations.
• Preferred: experience in transit, payments, public-sector technology, or regulated managed services; familiarity with PCI DSS, ISO 27001; cloud infrastructure (AWS/Azure); global service organizations across NAM, EMEA, APAC;
  CoE models.

Salary range: $ – $ plus benefits. The pay range reflects labor costs across geographic markets and is a guideline. Final offer is based on responsibilities, experience, and internal equity.

Equal Employment Opportunity:
Cubic is an equal opportunity employer. We do not discriminate based on protected characteristics under applicable law.