Service Partner Delivery Manager

Description

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate digitize and transform the way more than 75 million peoplearound the globebank and shop in thishyper-connected consumer-centric world. Join us inconnecting people to commerce in this vital rewardingrole.

This role is responsible for ensuring that certified partners across Africa deliver high-quality ATM services to banks in strict alignment with company standards. The Service Delivery Manager will work closely with sales partner managers and logistics teams but will also directly engage with both partners and end customers to monitor satisfaction assess service delivery practices drive spare parts sales and ensure continuous improvement. Strong business and service delivery acumen are essential as excellent service directly supports increased sales and long-term customer loyalty.

Responsibilities

Business Operations & Sales Enablement

Drive efficient spare parts order planning sales and delivery collaborating with partners and internal teams.

Track and report on spare parts sales targets and partner performance metrics.

Service Delivery & Compliance

Monitor and enforce partner compliance with company guidelines including forecasting and using genuine spare parts.

Evaluate partner service processes and recommend improvements to ensure consistent high-quality delivery to end customers.

Support partners in resolving complex service issues acting as a subject matter expert in ATM service delivery and working with internal technical stakeholders to expedite resolution.

Partner & Customer Engagement

Regularly meet with end customers to assess their satisfaction with partner-delivered services gather feedback and identify improvement opportunities.

Spend time onsite with partners to review their service operations including tooling spare parts processes and resource allocation ensuring they have the right capabilities to deliver high-quality service.

Advise partners on best practices for service delivery tooling and resource management ensuring alignment with company standards .

Performance Monitoring & Improvement

Analyze service delivery data customer satisfaction scores and financial KPIs to identify trends and areas for improvement.

Facilitate regular business and service reviews with partners internal stakeholders and where appropriate end customers.

Stakeholder Coordination

Coordinate effective engagement between partners internal teams and service providers to ensure high satisfaction levels and rapid issue resolution.

Serve as a trusted advisor to both partners and customers representing the companys commitment to service excellence.

Qualifications

Required Qualifications

Bachelors degree preferred.

46 years experience in account / partner management service delivery or sales roles.

Proven expertise in service delivery preferably in the banking technology or ATM industry.

Experience working with partners or distributors ideally in Africa.

Fluent business English (written and spoken); additional languages are an advantage.

Strong analytical communication and relationship management skills.

#LI-PT1 #LI-Hybrid

Required Experience :

Manager

Key Skills

IT Experience,Data Center Experience,Problem Management,Network Management,Management Experience,Solaris,Customer Support,ServiceNow,IT Service Management,ITIL,Project Management,Operating Systems

Employment Type : Full-Time

Experience : years

Vacancy : 1