About this role
Job title: Service Delivery Manager ATMs
About the Role Service Delivery Manager for ATM operations, responsible for transforming client requests into actionable internal requirements, ensuring commitments are met and acting as the primary liaison between the client and the company. This role focuses on managing client expectations, maintaining service levels, and driving timely and effective responses to operational needs.
What You'll Do
- Receive client requests, understand them, translate to internal requirements, and identify the fastest viable solution.
- Ensure compliance with commitments from the ATM operations area and maintain service levels.
- Receive, attend to, and respond to all client requirements.
- Serve as the main point of contact between the company and the client.
- Follow up to ensure client commitments are met on time and to the required quality.
- Generate clear agreements to codify the client requirement management process.
- Produce meeting minutes and track action items and agreements.
- Seek solutions to internal and external requirements.
- Act as the main communication and customer service channel for operational topics.
- Improve client perception of response times and avoid client complaints due to lack of attention.
- Strive to reach and maintain the service levels described in the client contract.
What We're Looking For
- Experience translating client requirements into internal actions and coordinating across teams.
- Strong client-facing communication and relationship-building skills.
- Ability to document and track agreements, minutes, and follow-ups.
- Proactive problem-solving mindset with focus on timely delivery of commitments.
- Experience in operations service delivery and managing SLA adherence.
- Customer service orientation with emphasis on operational responsiveness.
- Ability to act as liaison between client and internal stakeholders.