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Senior Director Americas Delivery Executive
Diebold
North Canton, OH, United States
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Description
As the Diebold Nixdorf Americas Managed Service Delivery Executive (SDE), you will manage overall service delivery in support of Managed Services Banking and Retail clients for the Americas region. The SDE is accountable for all aspects of Managed Services Delivery and Operations - including Services, Software, and Systems for the Americas region. The SDE is expected to successfully fulfill client and regional contractual deliverables to enable achievement of performance and financial targets - including consistent achievement of SLA’s, KPI’s, meeting/exceeding customer satisfaction objectives, establishing/leading quality improvement programs, and enabling long-term profitable growth opportunities.
ESSENTIAL FUNCTIONS
• Responsible for End-to-end delivery, service excellence, Customer satisfaction, contract operational performance, operational business planning, and cost performance
• Ensuring that DN fulfils all Managed Services contractual delivery obligations, including SLAs, KPIs, on-time/on-budget
• Responsible for the Managed Service delivery budget, forecasting, and cost model for the region
• Ensuring effective Governance is in place between Managed Services Delivery and Region and being actively involved in the operational Governance
• Responsible for ensuring cross organization harmonization and collaboration to ensure customer satisfaction and account profitability
• Ensure Customer Satisfaction enabling account growth and allowing accounts to become a DN reference
• Making strategic decisions that drive service excellence, Customer Satisfaction, and contract performance
• Generates reports on service level performance against contractual requirements
• Identifies service level improvement opportunities and drives plans to improve services
• Builds, directs, manages, and ensures implementation and effectiveness of the Performance Management and Quality Improvement Processes.
• Implements a performance management and quality improvement process that leads to a positive and measurable impact on the profitability of the managed services business. Coordinates with regional team on performance and quality initiatives to ensure alignment and optimal use of resources
• Establishes a continuous performance and quality improvement effort and monitoring and reporting system. Regularly reports the status of performance and quality improvement efforts and impacts. Coordinates and prepares a health index.
• Participates in a network of performance improvement professionals, sharing best practices, tools and materials while participating in ongoing communication activities and capacity-building peer exchanges. Searches out best performance and quality improvement practices, making the technical service department aware of them and suggesting areas where they could be implemented.
• Supervises and mentors subordinate managers including the hiring process, training, work assignments, performance evaluations, development of career goals, and disciplinary action.
• Other duties and projects as assigned.
Qualifications
Minimum Requirements
• Bachelor’s degree and 10 or more years of experience in technical service management.
• Ideal candidate would possess Managed Service/Outsourcing background with experience operating a multifaceted delivery program, containing multiple delivery capabilities, operating from multiple locations
• Experience in Performance Improvement Management and Quality is desired including Master Black Belt certification; experienced in Managed/Field service management lean six sigma projects
• Must be acutely process driven and analytically sound, with strong technical and operations knowledge.
• Individual should be a leader with the ability to communicate and present effectively at the senior executive level(oral/written)
• Position requires a highly motivated individual with a combination of excellent business skills, field service knowledge, IT, and Managed Service operations
• Preparing statistical analysis, including interpreting statistical findings.
• Proven skills adapting and applying quality improvement in a global technical services setting; and ability to establish and maintain effective and productive working relationships.