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Service Delivery Manager

Location: Mississauga, ON, Canada
Job # 10065701
Cardtronics is a global company, bringing its unique knowledge and ATM operating platform to consumers around the world, from Australia to North America. As a business, Cardtronics places an emphasis on being the innovation and service leader in each of our markets, improving cash access for everyone while providing important benefits for the retailers and financial institutions that make up our client portfolio. As we continue to grow our portfolio into new markets, you will be joining at an incredibly exciting time and the opportunities to progress are defined and achievable. You may not recognize our name but chances are you will have used our ATMs
This customer-focused position is responsible for the operational relationship with assigned retail and financial institution branding customers. Primary concentration will be on customer satisfaction and service delivery excellence. The Service Delivery Manager will be in charge of communicating with  customer with regards to operational matters; the administration, planning, execution, and documentation of ATM additions and changes; Financial brand deployment; customer reporting requirements and general customer service inquiries. The Service Delivery Manager will work closely with the Financial Services Relationship Manager and the Retail Relationship Manager to service the needs of the customer and clients.
Duties & Responsibilities:
  • To be the key interface to the Relationship Managers and external customers for either the Finance or Retail business
  • Act as the interface between the Commercial and Operations teams to ensure a smooth flow of information in both directions.
  • Proactive communication to external customers and the Commercial team on any known issues as and when they arise.
  • Ownership of the issues on behalf of the customer and ensuring that that these are managed and fully resolved as quickly as possible.
  • Provision of daily, weekly and monthly reporting packs (in line with the agreed standards).
  • Establish, maintain and strengthen the operational relationship with customer contacts
  • Understand customer contracts including all terms and the responsibilities of each party, ensuring that contracts are administered correctly and according to their terms
  • Create, approve and submit all forms required for tasks such as ATM additions, moves, removals, surcharge changes and other customer support functions as requested
  • Coordinate with internal departments to ensure and facilitate customer requests are implemented in a timely manner and per the specifications
  • Maintain accurate customer records and contracts
  • Investigate and resolve customer issues
  • Review and analyze all data available to maintain ATM uptime
  • Perform zero activity monitoring on assigned ATMs
  • Prepare, process and record all documents, both internal and external as required 
  • Other duties as assigned  
Systems Involved :
  • Microsoft Office Outlook, Excel, and Word
  • Various Cardtronics internal systems
  • Various 3rd party systems  
Knowledge, Skills & Qualifications:
  • Excellent knowledge of the North America business and the operations processes and practises therein.
  • Good understanding of the FI and Retail market space and customers’ key drivers and requirements.
  • Ability to own issues in conjunction with the Operations team in order to drive them to resolution.
  • Good interpersonal skills and assertiveness to be able to motivate and encourage Operations team to deliver solutions for the end customer as quickly as possible.
  • Inquisitive and challenging mind which is always looking for new and better ways for processes to be done.
  • KPI focussed and data driven, ensuring that they have a good understanding of the customers KPIs and SLAs in order to ensure that these are met and exceeded every month.
  • Ability to coach and develop their team members in Service Delivery such that the skills base of the team is continually growing.
  • Ability to convey issues and associated action plans in a clear and concise manner which can be easily understood by both internal and external customers.
  • Ability to cope with a challenging working environment and to stay positive to a rapidly changing environment  
We thank all applicants for their interest however, only those selected for an interview will be contacted.
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