Country Service Manager

Diebold Nixdorf

You will be accountable for:

• Delivering the target gross margin and gross profit for Services in the country
• Achieving 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 the Key Performance Indicators (KPIs), such as reducing the overall call rate, improving productivity etc.
• Leading, inspiring and developing the Services organisation, making DN a Great Place to Work in a challenging but rewarding environment

You will be responsible for:

• 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 sales teams to secure profitable contract renewals
• Field engineering operations
  • Leading the field technicians repairing ATMs, along with the internal helpdesk to support the field technicians
  • Manage the spare parts fulfilment 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
  • Leading the project management team to ensure projects are delivered on time, in budget and with quality
  • 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
  • Ensuring strategic projects are delivered on time, in budget and with quality
  • Leading the daily, weekly, monthly, and quarterly management/governance processes
  • Ensuring a culture of accountability and high performance across all your teams via disciplined daily & weekly management
  • Identifying improvements using data and LEAN methodologies build a continuous improvement pipeline
  • Continually drive improvements in key KPIs, including call rate reduction, increasing automated & remote resolution opportunities, and improving productivity of the engineers
• Financial Management
  • Managing the Services P&L on a weekly, monthly and quarterly basis
  • Working with finance to produce a monthly forecast and an annual plan
  • Managing the cost base to deliver the profitability targets
• General
  • Working with Legal and HR to ensure compliance with applicable external regulatory requirements.