Executive Service Manager

Job Title: Executive Service Manager Location: London, UK Overview Tightly engage with client, understand their business imperatives and orchestrate the execution of our services to meet the client's business needs. This is accomplished through earning client, partner and team loyalty by instituting process that consistently delivers NCR Voyix's services. This role is also tasked with proactively identifying opportunities for NCR to drive business outcomes that create value for our client. Technical/Business Knowledge In-depth knowledge of Hospitality industry Detailed knowledge of quick service restaurants would be a distinct advantage. Thorough knowledge of the technologies used by the Hospitality industry, including solution, technology, and product offerings. Good understanding and experience in Customer Satisfaction methodologies. In-depth experience with Industry technologies (see Appendix A) theory, design and architecture. Hands-on experience in Industry Enterprise solution device management, Security, Planning, and Implementation. Strong knowledge of billing, problem reporting, provisioning, testing, and service activation systems/platforms. Intimate with project management leadership and resource tracking techniques. Knowledge of software and/or hardware development, testing, and implementation. In-depth knowledge of relevant solutions sets, product line specifications, performance criteria and applications. Understanding and conversant about company, competitors, technologies, solutions, product strengths, weaknesses, opportunities, and threats. Must be viewed as a leader by senior management, peers and customers. Skills Required Excellent written and verbal communication, listening, negotiation and presentation skills. Technical knowledge and consultative skills that are above reproach. Ability to understand complex technical and the ability to solve the problem or solicit the required resources. Ability to train other members of the team and act as a mentor as required. Ability to lead a specialised cross-functional team, assign tasks and provide direction with little to no supervision. Demonstrate ability to implement, drive and track projects. Must be viewed as a leader by senior management, peers and customers. Responsibilities Service Delivery responsibilities for selected major global accounts. Lead team of Customer Operations Leads (Service Delivery Managers) located in multiple countries. Transfer industry, technical, and product knowledge to customers and partners Provide high-level and detailed solutions/technology/product consulting, technical and sales support in assigned territory Perform in-depth and high-level technical presentations for customers, partners, and prospects. Provide consultative support to other ESMs in other areas of the business Mentor other CSMs in the assigned territory. Viewed as a leader by senior management, peers, and customers. Proactively plan to prevent post sales issues that shorten time to revenue and affect future opportunities through the account teams and appropriate organisations. Work closely with the AM and CSE to ensure overall customer strategy is maintained. Yield maximum product and services revenue from each account while driving customer satisfaction Be able to work 1-2 days in London