Enterprise Delivery Manager en Madrid

Descripción del empleo

Position Overview

As Enterprise Delivery Manager, you will be responsible for the service relationship of a Global Account Banking customer 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.
  • 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
  • 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. 
  • 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 Banking 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
  • 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
  • Fluent in Spanish and English
  • 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 customer
  • Diverse candidates encouraged
  • 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. –

    Información extra

    Estudios requeridos
    Horas a la semana
    8 - 40
    Tipo de contrato
    Tiempo completo
    Publicado el
    Tipo de trabajo
    Marketing / Publicidad
    Carnet de conducir
    Carta de motivación

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