The Account Enterprise Delivery Management (A-EDM) is accountable for the end to end delivery to Diebold Nixdorf Banking and Retail accounts within the region.
The EDM 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 AEDM Country Leader and working closely with all internal Delivery Units to provide effective end to end delivery to our customers.
The Account EDM is responsible for understanding and managing the complex SLAs and KPIs within their account contracts, needing to be able to discuss commercial terms with senior executives on customer side to manage conflicts and arrive at mutually beneficial outcomes for both DN and our clients.
The AEDM is the centre of the account solar system within each of our accounts and will act as interface internally in DN to represent their customer needs.
This is a strategic position where the suitable candidate will need to be well experienced in handling multiple issues simultaneously and make critical decisions quickly by making risk assessments and effective communication.
As the Country A-EDM Leader, you have accountability of the Account Health for all customers within the country. This position will work directly with other Country leaders on strategic matters and be an escalation point for customers as required, reporting to the Sub-Region Leader or APAC leader directly.
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 EDM 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
Building strong relationships with our customers as well as internal delivery units to ensure efficient outcomes
Understand the commercial terms within their respective contracts to ensure we are delivering our contractual obligations and recognizing where there is additional scope or revenue
Develop a clear awareness of revenue and costs within their respective accounts to ensure there is a healthy Gross Margin delivered
People management and HR responsibilities
Minimum education of Bachelor / Master’s Degree in relevant courses.
Experience in delivering IT related services
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.
Experience in delivering IT related services in Financial and / or Retail Industry.
ITIL experience or certification
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.