The Service Delivery Manager will be responsible for managing all services delivered to a customer / s and leading the client relationship to the users’ of these services.
The Service Delivery Manager will be fully accountable for delivery performance, customer satisfaction, client revenue and seeking incremental service business with the account.
You will be responsible for
Lead the delivery of all services to the client / s to ensure high levels of performance (including management of dedicated resources, any sub-contractors and matrix management of in-house delivery teams)
Manage the resolution of any customer / s specific service delivery issues, through leading the design and implementation of specific get well’ plans
Manage the set-up of all new services for the customer / s, including service transition, commercial / contractual arrangements, third-party engagement, etc.
To ensure that any change’ is introduced into the service in a properly controlled manner and is adequately documented
Ensure the production of accurate and timely MI to demonstrate delivery performance to nominated customer / s and to ensure effective management of performance levels (including sub-contractors performance)
Identify opportunities for productivity and service delivery improvements, cost reduction and additional revenue recovery.
To manage the implementation of programmes to fully realise these opportunities
Act as an escalation manager’ for the client / s for serious / major service delivery performance issues
Create and agree the annual budget and consistently deliver the committed financial performance. To accurately forecast financial results for organisation.
To exploit all revenue growth opportunities in the account
Personally ensure all chargeable billing is completed and agreed with the client on a timely basis. To minimise DSO for service provision for the account
Ensure the highest levels of customer satisfaction for IT services delivered
Achieve the position of high quality service partner for nominated customer / s in order to assist position Diebold Nixdorf as a key long-term IT services business partner
Support new business sales campaigns with the client / s and highlight potential opportunities
Actively seek out customer, market and competitor intelligence in order to position Diebold Nixdorf consistently as the services supplier of choice’
Participate in the appropriate forums and events in order to raise the profile of Diebold Nixdorf for IT service provision
Lead, manage, coach and mentor all human resources dedicated to the client to ensure high levels of performance and to develop new talent’ within the Company for the future
Set and agree objectives to ensure achievement of results and focus and motivation of staff. To monitor performance against targets on a regular basis;
taking remedial action as necessary
Complete ad hoc duties and tasks allocated through line management chain from time to time
The following experience and qualifications are required for the specific role :
at least 10 years of experience in management roles on complex projects / contracts at banks or similar institutions;
aptitude for the management of complex relational scenarios on different levels of stakeholders;
preparation, gained from experience in organized companies and through studies or courses, aimed at the organization of targeted corrective actions on the various fronts of attention to achieve the service objectives;
listening skills and a consensus approach in conflict and negotiation management
quick thinking and strong problem-solver capabilities.
Valuable factor to have a university education, but not essential, in technical or economic fields
ITIL foundation certification and / or proven ability to work with service models subject to continuous improvement is another differentiating factor
Written and spoken English at least level B2 intermediate
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.