Customer Delivery Manager

**Position Overview**

The Customer Delivery Management (CDM) is accountable for the end-to-end delivery to Diebold Nixdorf Banking and Retail accounts within the region. The CDM is the single point of contact for our clients and acts with account ownership to enable the delivery of high-quality services to DN Customers, and ensures Service Support and Service Delivery processes are in place to meet our customer’s business needs, and DN’s internal needs. Reporting directly to the CDM Country Leader and working closely with all internal Delivery Units to provide effective end to end delivery to our customers.

**You are responsible for**
- Achieving SLAs and minimizing SLA penalties incurred, Gross Margin % attainment and improvement through Cost efficiencies and Revenue Management.
- Improving Customer satisfaction through NPS surveys and other customer sat reviews.
- Managing Commercial and Incident escalations, working with internal escalation paths as required.
- Account owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- As owner of the account escalation process the CDM will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
- Project Management acumen to ensure project related commitments to customers are delivered on time and to the quality levels desired
- Manage internal delivery units to drive outcomes and resolve customer escalations
- Having a growth attitude, working closely with Segment to identify Account opportunities
- Ensuring account governance is effective with proper communication channels and information sharing in place

**Qualifications**
- Bachelor/ Master’s Degree in any field.
- Minimum 3 years of work experience in account delivery management.
- Experience in delivering IT related services
- Proficient in MS Excel
- Excellent communication skills and problem solving skills
- Familiar with working with multi-disciplinary teams to resolve problems
- Ability to interact and work closely with both technical & non-technical staff in the deployment of solutions across a range of levels.
- Excellent leadership and people management skills, understanding cross country cultural nuances
- The ability to resolve constructively conflicting pressures and stakeholder expectations.
- Familiar with Project Management methodologies.
- Positive attitude and enjoys team work in an ambitious entrepreneurial environment.

**Preferred Qualifications**
- Experience in delivering IT related services in Financial and/or Retail Industry.
- ITIL experience or certification

**Requisition Employer Description**:

- 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._

Areas of InterestSales and Support

Experience LevelMid-Senior Level Associate

CountrySingapore

Primary LocationRemote, SingaporeSingapore

Remote - Work from HomeYes