Director Professional Services

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.

Provides leadership and direction to Professional Services client product implementation and consulting support functions. Manages business service and technical support in a manner that ensures a best-in-class client experience. Leads efforts to optimize product and service performance and help clients achieve new levels of business success. Ensures that client product and service issues are diagnosed and addressed rapidly and effectively. Leads efforts to uncover the root cause develop systemic solutions and build sustainable models for client and product support. Works collaboratively with DN engineering product delivery and other leaders to ensure an aligned and integrated approach to Professional Services delivery.

• Provides leadership and guidance for an assigned integrated SW delivery team eg across M&S and P&S
• Contributes to and influences long-range strategic planning for the e2e SW delivery business with a customer/solution focus.
• Communicates the companys vision mission and goals to the organization in a way that connects the customer facing associates with them and the day to day work they do.
• Support the segment teams and presales functions to drive idea generation for client engagement solution development solution delivery and service management.
• Acts as a consultative partner with strategic clients to determine how the DN platform and technology solutions can enhance their business and drive success with a focus on customer centric ROI to foster a long-term partnership relationship.
• Negotiates the terms of deliverables service level agreements and expectations.
• Instills a client-centered approach across all DNs SW teams.
• Create a culture of continuous improvement across teams from presales PS and M&S
• Responds to organizational challenges allocating and re-allocating resources and assignments accordingly in a flexible manner to balance customer and DN priorities.
• Consults on planning and management of high-risk high-impact contracts project or run.
• Oversees and advises leaders on project management issues and assists with overcoming barriers.
• Oversees and advises leaders on support issues and be point of final escalation.
• Participates in the organizations succession planning processes helping identify recommend and develop future leaders and key contributors as well as overall performance management
• Supports and directs the departments budget setting process and ensures budget issues are addressed in a proactive manner.
• Aligns and tracks business KPIs like revenue costs GM SLAs and utilization targets with stakeholders from sales and finance.
• Works with upper management HR and finance to create an environment that supports people development and a healthy working culture.

Required Qualifications

• Bachelors Degree or equivalent work experience required in Project Management and/or ITIL.
• 10-12 years of experience in a customer facing (not internal) Professional Services organization with typically 4-6 years senior leadership experience of large teams.
• Demonstrated experience in managing a services business including P&L responsibility
• Excellent communication and interpersonal skills for client and internal stakeholder management

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