Customer Service Manager
il y a 7 heures
**Position Overview**
Works with customers and/or internal product, technical and support teams to ensure effective delivery of all support and maintenance services according to contracted service level agreements. Ensures provided support drives customer satisfaction, results in continual contract renewal and delivers business value added for both DN and the customer.
**Key Responsibilities**
- Ensures and reviews the estimation of work effort required by the global center to deliver requested outcomes in a specific customer project/ program.
- Applies proper SLA's for global center delivery to be agreed upon by global center head and project management, using standard criteria and considering project objectives/ deliverables and availability of existing global center resources.
- Defines a global center delivery plan related to a specific customer project, in line with SLA's in order to have a sound basis for measuring progress and appropriate levels of ' sign off'
- Manages project performance against project plan and SLA's, including the change management process and initiates ' timely 'remedial' actions, SLA changes and escalations and ensures the formal handover of the solution.
- Drives and controls the cost budget of the global center delivery project including forecasting, ensures accurate and timely reporting of status and delta's to project/ program management and global center head.
- Builds and maintains excellent relationships with project management and (local) line management being the single point of contact for global center delivery.
- Timely identifies and escalates conflicts of interest.
- Ensures the execution of work reviews, quality audits and service level monitoring, providing insight and reports to relevant stakeholders of area.
- Adheres to existing delivery processes and methods and provides suggestions contributing to continuous improvement of quality and efficiency of Global Centre processes.
**Required Qualifications**
- 3+ Years of working experience in project management.
- Retail IT experience
- Proven experience in ITIL.
- SDLC knowledge.
- Strong customer service skill
- Planning, prioritization, organizational skills
**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 InterestInformation Security and Technology
Experience LevelMid-Senior Level Associate
CountryBelgium
Primary LocationBruxelles, BelgiumBruxelles, Bruxelles, Belgium
Remote - Work from HomeNo
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