Country Service Manager

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

The Country Services Manager for Morocco is accountable for delivering industry-leading services, achieving target gross margins and developing a high performing organisation. You will lead, motivate and inspire a cross functional team, both customer facing and operational to meet contractual commitments to customers and manage customer perception. You will optimise the operation to drive efficiencies and improve the gross margin. You will work closely with key leadership stakeholders in country and cross-region including Sales, HR, and Finance.

Location

• Based in Casablanca, Morocco
• Frequent travel within Morocco
• Occasional international travel

You will be accountable for:

• Delivering the target gross margin and gross profit for Services in the country
• Achieving the Service Level Agreements (SLAs) for Services customers
• Ensuring the perception of the Services customers, as measured by Voice of the Customer metric, is positive
• Improving the Key Performance Indicators (KPIs), such as reducing the overall call rate, improving productivity etc.
• Leading, inspiring and developing the Services organisation, making DN a Great Place to Work in a challenging but rewarding environment

You will be responsible for:

• Customer delivery management
• Ensuring DN meets its contractual agreements to customers
• Managing the relationships with customers to ensure their perception of DN is positive
• Drive the identification & billing of chargeable activities
• Support the sales teams to secure profitable contract renewals
• Field engineering operations
• Leading the field technicians repairing ATMs, along with the internal helpdesk to support the field technicians
• Manage the spare parts fulfilment stakeholders to optimise the spares parts consumption and the network of spare parts
• Drive an ethos of continuous improvement and performance management
• Manage the relationships with key suppliers
• Implementations operations
• Leading the implementations operations including staging equipment, loading software, adding peripheral devices, managing a supply chain and implementing equipment at customer locations
• Leading the project management team to ensure projects are delivered on time, in budget and with quality
• Managing the relationships with key suppliers
• Managed services operations
• Managing the end-to-end service delivery to customers
• Ensuring that the Managed Services operations functions deliver against their customer commitments and support continuous improvement initiatives
• Ensuring that other functional delivery organisations such as Software Maintenance & Support deliver against their customer commitments and support continuous improvement initiatives
• Business operations
• Ensuring strategic projects are delivered on time, in budget and with quality
• Leading the daily, weekly, monthly, and quarterly management/governance processes
• Ensuring a culture of accountability and high performance across all your teams via disciplined daily & weekly management
• Identifying improvements using data and LEAN methodologies build a continuous improvement pipeline
• Continually drive improvements in key KPIs, including call rate reduction, increasing automated & remote resolution opportunities, and improving productivity of the engineers
• Financial Management
• Managing the Services P&L on a weekly, monthly and quarterly basis
• Working with finance to produce a monthly forecast and an annual plan
• Managing the cost base to deliver the profitability targets
• General
• Working with Legal and HR to ensure compliance with applicable external regulatory requirements.

Required Qualifications

• Typically has 8-10 years of experience in Field Service and typically 2-4 years leadership experience.
• Experience in running services operations & managing complex customer relationships
• Knowledge of retail & retail banking processes and technology ecosystems
• Experience in IT-Services outsourcing, systems integration and managed services business
• Customer focus and aptitude in driving solution-oriented discussions, with strong presentation skills
• Strong business acumen, experience in financial P&L work
• Experience in managing multiple project priorities simultaneously
• Ability to coach people and influence decisions to achieve optimal business outcomes
• Comfortable to interact with various levels of leadership, both internal and external
• Excellent English, French and Arabic language skills