Head of Service Delivery

Job title:

Head of Service Delivery

Company:

Diebold Nixdorf

Job description

Job Description:The Head of Service Delivery is accountable for the end to end service delivery performance of DN for the area/countries in scope (in this case Nordics). You will lead, motivate and inspire a cross functional team, both customer facing and operational in order to meet contractual commitments to customers and manage customer perception. You will optimise the operation to drive efficiencies, and improve the gross margin. You will work closely with a number of key leadership stakeholders including Operational Delivery teams, HR, Finance, and the Go To Market Industry teams.Responsibilities:You will be accountable for:

• Delivering the target gross margin and gross profit for the Service Delivery operation
• Meeting the Service Level Agreements (SLAs) for Services customers
• Ensuring the perception of the Services customers, as measured by Voice of the Customer metric, is positive
• Improving on the Key Performance Indicators (KPIs), such as reducing the overall call rate, improving productivity etc.

You will be responsible for the following functions:

• Customer delivery management

• Ensuring DN meets its contractual agreements to customers
• Managing the relationships with customers to ensure their perception of DN is positive
• Drive the identification & billing of chargeable activities
• Support the Go To Market Industry teams to secure profitable contract renewals
• Field engineering operations

• Leading the field technicians repairing ATMs & retail equipment, along with the internal helpdesk to support the field technicians
• Manage the logistics stakeholders to optimise the spares parts consumption and the network of spare parts
• Drive an ethos of continuous improvement and performance management
• Manage the relationships with key suppliers
• Implementations operations

• Leading the implementations operations including staging equipment, loading software, adding peripheral devices, managing a supply chain and implementing equipment at customer locations
• Managing the relationships with key suppliers
• Managed services operations

• Managing the end to end service delivery to customers
• Ensuring that the Managed Services operations functions deliver against their customer commitments and support continuous improvement initiatives
• Ensuring that other functional delivery organisations such as Software Maintenance & Support deliver against their customer commitments and support continuous improvement initiatives
• Business operations for the Service Delivery organisation

• Ensuring strategic projects are delivered on time, in budget and with quality
• Ensuring the appropriate governance and reporting is in place across the service delivery operations
• Continuous improvement

• Continually drive improvements in key KPIs, including driving down call rates, increasing automated & remote resolution opportunities, and improving productivity of the engineers

Qualifications:Required Qualifications

• Bachelor’s Degree or equivalent work experience required.
• Typically has 8-10 years of experience in Account Delivery Management and typically 2-4 years leadership experience.
• Fluent business English skills (Written and spoken).

~#LI-SC1 #LI-HybridAbout Us: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, gender identity, 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**We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found

Expected salary

Location

Danmark

Job date

Sun, 01 Dec 2024 00:45:44 GMT

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