16 days old

Director, Enterprise Delivery Management

Diebold Nixdorf Inc.
Canton, OH 44702
  • Job Code
    xhecrmZgQhuE-dpwmXZOLQ
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

The Leader Regional Account Enterprise Delivery Manager will be responsible for managing the regional accounts and will be responsible for overall operational performance and implementations for the regional accounts. This executive will coordinate all Service Delivery activity and will team with the Sales Client Executives to provide exemplary Customer experience.

You are responsible for

  • Provide support to assigned regional account managing overall service/implementation account performance, technical problem identification and resolution, and addressing any customer satisfaction issues
    • Coordinate support of assigned Regional Enterprise Delivery Managers and associated support structures and process and coordinate efforts as part of overall relationship management.
    • Ensure prompt, efficient, effective and quality customer service and installation support across multiple service branches and/or multiple service areas
    • Provide necessary reporting, problem resolution, actions plans, and resource attainment to resolve performance issues.
    • Insure that assigned team members are available to customer and prepared to address customer needs in a timely and acceptable manner.
    • Complete and supervise standardized performance reporting (daily/weekly/monthly) to assure customer satisfaction and facilitate the analysis and interpretation of such performance metrics.
    • Assist in strategic planning with assigned team members to improve any poor performance for the regional accounts
    • Manage the regional accounts and act as escalation Contact of the Regional Service Delivery Managers to customer for service, implementation, technical issues, and escalations
  • Champion communication and solidify relationships between Business Teams, Customer and Technology Support Center/Global Engineering Services, Professional Services, Project Management and Sales to solve complex problems and ensure service issues are resolved
    • Must understand and work closely with assigned account Systems Engineers in the testing and integration of system hardware and software
    • Identify and recommend process improvements using Diebold Business Improvement tools and measurements
    • Implement strategic thinking in cooperation with customer for development and positive impact for both Diebold and the Customer
  • Champion attainment of team and individual performance goals for the regional accounts service delivery management
    • Monitor and assure service revenue goals within assigned account are met
    • Monitor and assure that contracted customer service levels are met on a monthly, quarterly and annual basis
    • Provide support in achieving account profitability goals.
    • Identify training needs and requirements of team members
    • Responsible for overall performance management and evaluation of assigned Service Account Executives, Account Technical Performance Managers, Account Relationship Managers and Account Performance Coordinators ( PEP )
  • Collaboratively work with Sales in support of service contract development, renewal and negotiations for regional accounts
  • Attend customer meetings, as required, to provide support on business issues and sales opportunities

Qualifications
  • Position requires a highly motivated individual with a combination of excellent business skills, technical knowledge and must be acutely process driven and analytically sound.
  • The ideal candidate should possess a Bachelor's Degree in Business Administration or Management or equivalent experience and 3-5 years of technical, customer service, and/or operations managerial experience.
  • Individual should be a leader with the ability to communicate effectively (oral/written) and have excellent problem solving skills and a proven track record in customer satisfaction.

Preferred Qualifications

  • Green/black belt Six Sigma trained
  • Project Management experience or certification
  • Experience in Contract management and negotiations

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**

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Posted: 2021-02-09 Expires: 2021-03-10
Sponsored by:
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Director, Enterprise Delivery Management

Diebold Nixdorf Inc.
Canton, OH 44702

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