Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million peoplearound the globebank and shop in thishyper-connected, consumer-centric world. Join us inconnecting people to commerce in this vital, rewardingrole.
Responsible for the quality delivery and customer satisfaction of end-to-end service management within the assigned account base. The Service Delivery Manager is the customer and sales interface for all service delivery solutions. Responsible for the management of service delivery, quality and cost optimization, service revenue retention and expansion, billed work, and overall service customer satisfaction. Work with their delivery teams to deliver and optimize service offerings and implement initiatives to drive consistent service delivery and portfolio growth throughout the assigned account base meeting and exceeding objectives. The Service Delivery Manager will be responsible for approximately $4-6M of annual services revenue.
You are responsible for
Serve as the single point of contact for the customer and sales team on all service delivery and customer service related matters and manages all aspects of service delivery operations end to end
Ensures service delivery is in accordance to contract service level agreements and meets or exceeds customer expectations; Manage customer expectations by effectively communicating contractual terms
Conducts service performance reviews with client; evaluates and articulates customer service performance levels related to contractual terms, identifies internal and external opportunities to optimize service, and drives and tracks results against plan
Responsible for engaging other service delivery teams and work across matrix organizations to optimize service quality and provide solutions to service delivery issues.
Develop and maintain direct relationships with customers, provide support, information, and guidance
Ensure the successful integration of new products to the existing service base by partnering with the field service delivery teams to ensure service readiness
Proactively and expeditiously resolve and communicate customer impact items, follow escalation processes as required
Maintain quality service by adhering to organizational standards with respect to service offerings
Maintain knowledge of Diebold Nixdorf Service Portfolios and incorporate them into account service strategy plans
Maintain accurate customer database in assigned accounts to ensure accurate and quality service response
Participate in sales and service contract development and implementation
Must understand and work closely with assigned account Systems Engineers in the testing and integration of system hardware and software Responsible for total service revenue and service growth of assigned accounts
Accountable for timely service renewals consistent with revenue recognition processes and ensures timely, proactive contractual increases (CPI, service adds) are applied.
Ensure revenue retention and growth tied to maintenance and billed work services
Focuses on internal Diebold Nixdorf collaboration to drive all aspects of Diebold Nixdorf's portfolio to achieve the assigned growth strategy within the account.
Partner with Sales, Systems, Service and Support associates to develop strategic plans specific to account base that contribute to the overall success of Diebold Nixdorf
Establishes and maintains a professional working relationship with clients to promote and deliver service opportunities
Analyze and provide recommendations on customer equipment coverage and replacement
Educates field services of contractual performance requirements and proactively monitors service delivery to prevent revenue erosion realized from penalties or other items
Partners with sales and other service delivery partners to expedite revenue generating services and ensure timely billings. Accountable for financial management and services cost optimization;
Financial responsibility for assigned accounts, including assisting with billing queues and invoice and account receivable issues, providing contract and billed work quotes
Collaborates with the service delivery managers, customer and Diebold Nixdorf's Services organizations to improve profitability
Identify and execute programs to achieve SLAs
Optimize field and support services resource utilization
Achieve service call reduction objectives
Obtain chronic unit reduction objectives
Achieve overnight down/extended down reduction objectives
Ensure appropriate call management processes
Minimum 3 - 5 years of service delivery/account management experience
A comprehensive knowledge of banking center operations, banking center procedures and the utilization of technology within the banking center environment
Bachelor's Degree in engineering, systems, marketing, business administration, management or equivalent work experience
Leadership skills; strategic planning, direction, and execution
Exceptional communications skills, both written and verbal
Possess a strong sense of urgency with regard to customer satisfaction
Ability to garner support and influence other internal /external organizations and work within matrix environment
Ability to travel up to 50%
Strong process management and problem solving skills
Reporting and data analysis proficiency
Ability to understand business details, develop strategic plans to drive service improvements
Encompasses strong sense of Teamwork
Experience with solutions within the financial industry; portfolio solutions and services
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**
Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.