Job Description

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.

Position Overview

As Enterprise Delivery Manager, you will be responsible for the service relationship of a Global Account customer in the Retail segment and the management of the team overseeing all services delivered to the customer, leading the service relationship with internal deliveries/external suppliers and oversee the services delivered to the customer. This could include all services of the portfolio (Software, Professional Services, Local Services and Product). You will also be responsible for the operational and commercial management of the scope of work. More so, you will ensure contractual conformance and ensure alignment with customer contractual delivery and global business objectives.

You are responsible for

• Develop and maintain senior management relationships within the customer's IT and business management organizations in order to ensure that they have a favorable perception of Diebold Nixdorf's service capability and quality, and therefore position Diebold Nixdorf as a key partner.
• Accountable for the delivery of all contracted services to ensure we meet and exceed our SLA commitments (including management of any sub-contractors and matrix management of in-house delivery teams).
• To manage the resolution of any customer specific service delivery issues and escalation, and lead the design and implementation of specific 'get well' plans.
• Define and implement change requests related to our product management.
• Delivery of in country's continuous improvement plans and activities, and
• To monitor the set-up of all new services for the customer, including service transition, commercial/contractual arrangements, third-party engagement, etc.
• Responsible for all suppliers' contractual service delivery and ensuring this is in line with our contractual commitments, and
• In particular for stock and material planning processes in alignment with local project managers.
• Drive customer satisfaction and ensure improvement of Net Promoter Score for assigned customer through establishing service improvement plans and processes.
• The gross margin achieved as measured by the services P&L's,
• To drive and co-ordinate the continuous improvement process and activities in country to improve the gross margin of the services P&L feeding into the area Continuous Improvement Team. Particular focus is on countries where the Gross Margin has essential potential.
• Prepare and lead the governance meetings to maintain the customer contact.
• The Enterprise Delivery Manager will work closely and in a partnership with the Global Account Director to develop the account further, look for additional Revenue Opportunities and build a long lasting relationship with the customer

Qualifications

• At least 5 years industry experience in a similar role
• Industry knowledge in Retail is a must
• Experience managing complex Service Contracts and ability to understand legal agreements
• Industry knowledge in field service, service desk and managed services
• Leadership skills, i.e. be able to influence
• Strong commercial awareness including P&L management
• Stakeholder management in a large corporate environment
• PC literate including MS Office
• Fluent spoken and written English
• Ability to work remotely whilst working within a Matrix Management Structure
• Strong Team Player
• Good analytical skillset with an ability to interrogate data that will drive Service and Financial performance improvement

Preferred Qualifications

• 8 years industry experience in a similar role
• Direct experience of solutions similar to the DN portfolio (SW, Products, Service)
• Background in Service Delivery Management in context of Global/International customers
• German would be beneficial

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.

-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.

** 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**

#LI-az

#remote