Service Delivery Manager (SDM)- Restaurants

Job description

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide. Job Title: Service Delivery Manager (SDM)- Restaurants Location: Chiswick, West London, England (Customer Site – Full-Time Onsite) Reports To: Executive Services Manager (ESM) Industry: Quick Service Restaurants (QSR) Position Summary The Sr Service Delivery Manager (SDM) serves as the primary onsite operational representative for a strategic restaurant customer, ensuring the successful delivery of services, achievement of contractual commitments, and continuous improvement of the overall customer experience. The SDM is a highly visible customer-facing leader who builds trusted relationships with customer stakeholders, coordinates cross-functional teams, and drives service excellence across all aspects of the account. Working closely with the Executive Services Senior Manager and or International Services Delivery Director, the SDM acts as the voice of the customer within the organization while providing operational leadership and proactive account management. The role combines customer engagement, service delivery oversight, operational analysis, incident management, and continuous improvement to ensure business outcomes are achieved. Based full-time at the customer's Chiswick office, the SDM serves as a dedicated partner to the customer, providing day-to-day leadership and coordination across support, engineering, suppliers, and service management teams. The SDM is expected to identify opportunities to improve performance, reduce operational risk, and support contract growth and retention initiatives. Key Responsibilities Customer Relationship Management Serve as the primary onsite point of contact for all service delivery matters. Develop and maintain strong relationships with customer stakeholders at operational and management levels. Build trust through proactive communication, transparency, and consistent execution. Act as the voice of the customer, ensuring business requirements and expectations are understood across internal teams. Support the ESM in strategic account planning, service reviews, customer retention, and growth activities. Facilitate regular customer meetings, documenting actions, decisions, risks, and follow-up activities. Service Delivery & Operations Own day-to-day service delivery performance for the assigned customer account. Ensure contractual obligations, service commitments, SLAs, and key performance indicators are achieved. Monitor incidents, service requests, changes, and problem management activities to ensure timely resolution. Coordinate cross-functional teams including Service Desk, Incident Management, Engineering, Field Services, Supplier Management, and Customer Success teams. Provide operational leadership during service disruptions, major incidents, and escalations. Drive accountability across support organizations to ensure customer-impacting issues are resolved effectively. Identify operational risks and implement mitigation plans before business impact occurs. Performance Management & Reporting Review operational data, trends, and service metrics to assess overall account health. Deliver weekly, monthly, and quarterly service reviews with meaningful business insights. Analyze service performance, highlighting opportunities for improvement and risk reduction. Translate complex operational data into clear customer-facing communications and recommendations. Maintain accurate reporting related to service levels, incident performance, customer experience, and operational effectiveness. Support executive reporting requirements for both customer and internal leadership teams. Continuous Improvement & Service Excellence Identify recurring issues and drive root-cause analysis activities. Lead service improvement initiatives focused on stability, efficiency, customer satisfaction, and operational performance. Collaborate with technical and operational teams to implement process improvements and best practices. Promote a culture of continuous improvement through data-driven decision making. Support operational transformation projects and service modernization initiatives. Recommend improvements to services, processes, tools, and reporting capabilities. Strategic Account Support Partner with the ESM to support contract retention, customer satisfaction, and account growth objectives. Identify opportunities for additional services, operational improvements, and value-added solutions. Support business reviews, proposals, and strategic planning initiatives. Collaborate with Sales, Solution Consultants, and Service Leadership teams when opportunities are identified. Provide customer insight and operational context to support commercial decision-making. Governance & Compliance Ensure adherence to contractual commitments and governance processes. Participate in customer audits, compliance reviews, and operational assessments as required. Maintain service documentation, action logs, risk registers, and operational records. Ensure alignment with organizational policies, security requirements, and customer standards. Required Experience & Qualifications Bachelor's degree in Information Technology, Computer Science, Business Management, or a related discipline. 7–10 years of experience in Service Delivery, Customer Success, Account Management, Operations Management, or a related customer-facing technology services role. Proven experience managing strategic customer relationships within a technology services environment. Experience working with enterprise customers in the Quick Service Restaurant (QSR) industry. Demonstrated success managing service performance against contractual SLAs and KPIs. Experience leading customer escalations and driving issue resolution across multiple teams. Strong understanding of IT Service Management (ITSM) principles and operational processes. Experience delivering executive-level presentations and service reviews. Technical & Professional Skills Service Delivery Expertise Strong understanding of Incident, Problem, Change, Request, and Service Level Management processes. Knowledge of customer support operations and managed services environments. Familiarity with supplier and third-party service management. Analytical & Operational Skills Strong analytical and problem-solving capabilities. Ability to identify trends, risks, and improvement opportunities from operational data. Experience using reporting tools and dashboards to drive business decisions. Understanding of operational KPIs, SLAs, customer satisfaction, and service performance metrics. Customer & Relationship Management Exceptional stakeholder management skills. Strong negotiation and conflict-resolution abilities. Ability to influence outcomes without direct authority. Proven ability to establish credibility with both customer and internal leadership teams. Communication & Collaboration Excellent verbal, written, and presentation skills. Ability to communicate effectively with technical teams, operational leaders, and customer executives. Strong facilitation and meeting leadership capabilities. Ability to work collaboratively across global and cross-functional teams. Technology Skills Proficiency in Microsoft 365 Suite. Experience with ServiceNow or similar ITSM platforms. Experience with reporting and visualization tools such as Power BI. Strong working knowledge of service management and operational reporting tools. Success Profile People describe you as: A trusted advisor who builds strong customer relationships through credibility and execution. A proactive problem solver who identifies risks before they become issues. A collaborative leader who brings together teams to deliver results. A confident communicator who can engage equally with frontline teams and senior executives. A strategic thinker who balances operational excellence with long-term customer success. A service delivery professional who thrives in fast-paced, customer-focused environments. Key Measures of Success Achievement of contractual SLAs and KPIs. Customer satisfaction and relationship health. Successful management of incidents, escalations, and service risks. Delivery of service improvement initiatives. Accuracy and quality of operational reporting. Retention and growth of the customer relationship. Positive stakeholder feedback from customer and internal leadership. Offers of employment are conditional upon passage of screening criteria applicable to the job EEO Statement Integrated into our shared values is NCR Voyix’s commitment to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR Voyix is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment. Statement to Third Party Agencies To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes “When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”