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Senior Customer Delivery Manager
2 weeks ago
**Expect more. Connect more. Be more at Diebold Nixdorf.**Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.
**As the Senior Customer Delivery Manager **
- You are accountable for the delivery of end-to-end Services to Banking and Retail customers and for the delivery of high-quality services.
- You ensure support and delivery processes are in place to meet contractual commitments, while maximizing gross profit and gross margin.
- You act as a key member of the Account team and must have a detailed knowledge of contractual commitments as well as the financial health of the account.
- You work with the Account Manager to ensure that commitments made to the customer are achievable and align to the financial goals set.
- You are empowered to make decisions which drives customer success and gross profit and works closely with other delivery units to remediate customer escalations. Works in partnership with Segment in identifying any opportunities to grow the company footprint within respective accounts.
**You are responsible for**
- Achieving SLAs and minimizing SLA penalties incurred, Gross Margin % attainment and improvement through Cost efficiencies and Revenue Management.
- Improving Customer satisfaction through NPS surveys and other customer sat reviews.
- Managing Commercial and Incident escalations, working with internal escalation paths as required.
- Account owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- As owner of the account escalation process, the Senior CDM will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
- Project Management acumen to ensure project related commitments to customers are delivered on time and to the quality levels desired
- Manage internal delivery units to drive outcomes and resolve customer escalations
- Having a growth attitude, working closely with Segment to identify Account opportunities
- Ensuring account governance is effective with proper communication channels and information sharing in place
- Building strong relationships with our customers as well as internal delivery units to ensure efficient outcomes. Understand the commercial terms within their respective contracts to ensure we are delivering our contractual obligations and recognizing where there is additional scope or revenue
- Develop a clear awareness of revenue and costs within their respective accounts to ensure there is a healthy Gross Margin delivered
**Required Qualifications**
- Bachelor/ master’s degree in relevant courses.
- Minimum of 5 years' work experience in service delivery management for high profile customers
- Experience in delivering IT related services
- Excellent communication skills and problem-solving skills
- Familiar with working with multi-disciplinary teams to resolve problems
- Ability to interact and work closely with both technical & non-technical staff in the deployment of solutions across a range of levels.
- Excellent leadership and people management skills, understanding cross country cultural nuances
- The ability to resolve constructively conflicting pressures and stakeholder expectations.
- Familiar with Project Management methodologies.
- Positive attitude and enjoys teamwork in an ambitious entrepreneurial environment.
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