Being responsible for governance of IT services related to customers assigned and in case coordinate one or more SDE or SDA by ensuring that the services are provided for all customers in accordance with the agreement in place, working closely with the delivery teams, the Account Manager and the Customer himself.
You are responsible for
Improve Revenue through both increasing the value and accuracy of billable charges alongside promoting and supporting growth in the scope of services delivered with an emphasis on high-margin Managed Services (MS)
Improve average SLA performance year-on-year implementing local tools and practices to measures customer satisfaction, e.
g. balanced scorecards, whilst adopting any top-down reporting requirements (dashboard or otherwise); through this, effectively manage any exceptions with Field Operations, Global Service Delivery, Managed Services Operations, ITMS, Professional Services and any other related stakeholders acting as a SPoC for the customer
Owning and governing communication to customer for all service delivery topics, e.g. important changes, requirements etc.
Being the First contact for customer to Diebold Nixdorf for any general service delivery topics, e.g. , Requesting for Change (RfC) unlike daily business topics, Informing customers on any relevant changes within the services delivery process and inform customers about successful implementation of placed change requests on the service delivery communicating with Field Operations
Reduce contractual penalties / service credits year-on-year with onerous and punitive terms highlighted, mitigated and ultimately managed out through the Client Plans including, but not limited to, penalties relating to KPIs (as opposed to core service levels), preventative maintenance visits / EVCs, penalties resulting from change / projects, penalties not backed-off with third parties, etc.
On bleeding Account, deliver Gross Profit (GP) performance through mitigation of impacts that would otherwise result in Actual GP falling below Planned GP at a service account level
Review contracts actively contributing to gain overview on pain points for existing customer applying standard portfolio in cooperation with Account Manager and Sales Specialists, ensuring that upcoming service contracts are based on the Services portfolio and delivery capabilities of Diebold Nixdorf in coordination with the Field Operations.
Providing necessary input for Service offering to Account Manager upon request reflection delivery capabilities, Supporting Service RfI / RfP in cooperation with account manager, Advising Account Manager for service contract negotiations.
Identify issues within the Services Delivery process to customers, either leading to contract violations or reduction of customer satisfaction or also incorporating internal cost reduction potentials, Proavtively setting up and following up corrective action plan with dedicated customers and Operations Managers or individual service delivery units.
Always sharing (new) knowledge to colleagues, Frequently using the corporate knowledge base to find solutions and provide input for it.
Planning and agreeing customer budget with Account and Operations Manager, Managing customer contract budget with tight cost control for dedicated customers, Continuously addressing saving potential and driving for cost reductions, Benchmarking delivery costs among other customer P&Ls
Excellent communication and interpersonal skills
Experience in managing IT services
Experience in contract management
Fluency in English, Spanish and Portuguese
Minimum 4 years of experience in Service Delivery in technology companies
Team oriented personality
Good knowledge of MS Office, specifically in Excel
Technical University Engineering degree / IT related bachelor in BA from a reputable university
ITIL V3 or V4 certification or have done a similar course
Experience in the retail and value-added market in Petrol
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.