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- Responsible for the North America services resources, including utilization and performance of our Field Services organization, Customer Delivery Management team and Total Implementation Services associates.
- Services North America P&L Ownership, accountable for Services gross margin with control over key delivery levers and implementation business.
- Build a strategic plan in alignment with the North America Sales organization as part of our overall action planning to identify and drive strategic initiatives to enhance the scalability, efficiency and effectiveness of our Services organization. Collaborate with internal stakeholders to develop and implement innovative solutions that meet evolving customer needs and industry trends.
- Establish key performance metrics and regularly assess the performance of the North America Services group. Provide accurate and timely reporting on service level agreements, customer engagement, and operational efficiency to senior leadership.
- Monitor customer success and NPS closely in partnership with Sales and drive activities to further improve.
- Translate business strategy into a compelling and inspiring "call to action" for employees and leaders. Focus on securing and developing the right talent at all levels, to meet current commitments with a strong drive for future growth; maintain a bench of highly capable, diverse, and engaged talent with the capability to deliver on growth aspirations.
- A strong knowledge and demonstrated experience of senior leadership roles in Service Management and Field Services. Beneficial is experience of Customer Delivery.
- Minimum 15 years' experience in Service management roles, including working in a business with a mature Service capability.
- A background in technical product, ideally in electro-mechanical product (but not critical)
- Experience of leading transformational change in Field Services in a matrix environment.
- Ability to deliver on agreed savings and value targets. Familiar with competitive environments, where year-over-year cost down and continuous improvement is a norm.
- Proven ability to grow and develop high performance teams, of scale in excess of 1,000 staff
- Experience in and comfortable with an environment where service level is important, measured in hours rather than days, and where in some instances customer penalties are seen if not met.
- Outstanding relationship management skills required to build strong trusting relationships with cross functional and cross geographical stakeholders in an ambiguous and complex matrix. Use these relationships to support and challenge these stakeholders.
- Bachelor's degree level or equivalent by experience.
- Demonstrable track record in influencing in a matrix environment.
- Strong analytical and conceptual skills.
- Leadership skills with a proven track record to convince others through written and spoken communications. Able to deal with resistance.
- Knowledge of the LEAN philosophy and methods.
- 10+ years industry experience
- Direct experience of solutions similar to the DN portfolio (SW, Products, Service)
Vice President - North Canton, United States - Diebold Nixdorf
Description
Job DescriptionExpect 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.
Position Overview
As the Vice President Services North America, you will provide leadership and oversight to the Services teams in Canada and the United States. You will build and maintain positive working relationships with your internal and external stakeholders including Banking and Retail Sales, Finance, IT and Human Resources. Your team is the backbone of our Service Delivery offering and with your support we want to lead the industry in Service Performance. Your focus on delivery will ensure we run a profitable, healthy business that is effectively supporting our customers, partners and our broader organization. Success in the position requires a strong commercial mindset with the experience of leading growth within a large and matrixed corporation, cross-cultural experience, and the capability to further develop global leadership- and service teams.
Responsibilities