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Service Delivery Manager - Southeast

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.

Responsible for the Quality of Service Delivery throughout assigned account base;

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, partner with the field service delivery teams to ensure service readiness, modify customer contract as required to support new solutions

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 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 collaboration to drive all aspects of Diebold'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.

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 forecasts, assist with billing queues and invoice and account receivable issues, providing contract and billed work quotes

Collaborates with the service delivery managers, customer and Diebold 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, preferably with

solutions within the financial industry; portfolio solutions and services

A comprehensive knowledge of banking center operations, banking center procedures and the

utilization of technology within the banking center environment

Customer-Centric and possess high-level of Business Acumen

Strong Financial and P&L knowledge and quantitative skills

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

Diebold Nixdorf, Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, age, national origin, genetic information, disability or protected veteran status.


 

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