Service Partner Delivery Manager

2 days ago

Johannesburg, Gauteng, South Africa Diebold Nixdorf Full time

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.

This role is responsible for ensuring that certified partners across Africa deliver high-quality ATM services to banks in strict alignment with company standards. The Service Delivery Manager will work closely with sales partner managers and logistics teams but will also directly engage with both partners and end customers to monitor satisfaction, assess service delivery practices, drive spare parts sales and ensure continuous improvement. Strong business and service delivery acumen are essential, as excellent service directly supports increased sales and long-term customer loyalty.

Business Operations & Sales Enablement


• Drive efficient spare parts order planning, sales, and delivery, collaborating with partners and internal teams.

Track and report on spare parts sales targets and partner performance metrics.

Service Delivery & Compliance


• Monitor and enforce partner compliance with company guidelines, including forecasting and using genuine spare parts.

  • Evaluate partner service processes and recommend improvements to ensure consistent, high-quality delivery to end customers.

  • Support partners in resolving complex service issues, acting as a subject matter expert in ATM service delivery and working with internal technical stakeholders to expedite resolution.

Partner & Customer Engagement


• Regularly meet with end customers to assess their satisfaction with partner-delivered services, gather feedback, and identify improvement opportunities.

  • Spend time onsite with partners to review their service operations, including tooling, spare parts, processes, and resource allocation, ensuring they have the right capabilities to deliver high-quality service.

  • Advise partners on best practices for service delivery, tooling, and resource management, ensuring alignment with company standards .

Performance Monitoring & Improvement


• Analyze service delivery data, customer satisfaction scores, and financial KPIs to identify trends and areas for improvement.

  • Facilitate regular business and service reviews with partners, internal stakeholders, and, where appropriate, end customers.
Stakeholder Coordination


• Coordinate effective engagement between partners, internal teams, and service providers to ensure high satisfaction levels and rapid issue resolution.

  • Serve as a trusted advisor to both partners and customers, representing the company's commitment to service excellence.

Required Qualifications

Bachelor's degree preferred.

4–6 years' experience in account/partner management, service delivery, or sales roles.

Proven expertise in service delivery, preferably in the banking technology or ATM industry.

Experience working with partners or distributors, ideally in Africa.

Fluent business English (written and spoken); additional languages are an advantage.

Strong analytical, communication, and relationship management skills.

LI-PT1 #LI-Hybrid

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