Executive Services Delivery Manager

NCR Voyix•Texas, TX

9h•Onsite

About The Position

Executive Services Delivery Manager (ESDM) Location: Based onsite at the customer's office in Dallas, Texas The Executive Services Delivery Manager (ESDM) serves as a senior client-facing leader responsible for developing and maintaining strategic partnerships with NCR Voyix customers. Acting as a trusted advisor and primary point of engagement, the ESDM works closely with customer executives and key stakeholders to drive operational excellence, service performance, and business outcomes. Based onsite at the customer's office in Dallas, Texas , the ESDM provides leadership through influence, collaboration, and governance across multiple NCR Voyix organizations. Rather than managing a direct team, this role coordinates cross-functional resources and subject matter experts to ensure seamless service delivery, proactive issue resolution, and continuous improvement initiatives aligned with customer goals and NCR Voyix strategic objectives. The ideal candidate combines strong relationship management, operational expertise, executive communication skills, and a deep understanding of restaurant technology solutions to deliver measurable business value and exceptional customer experiences.

Requirements

Deep understanding of restaurant technology ecosystems, including POS platforms, hardware, software, networking, and managed services.
5+ years of experience in service delivery management, customer success, operations management, or related customer-facing leadership roles.
Demonstrated ability to influence and drive outcomes across matrixed organizations without direct management authority.
Proven success managing large, complex customer relationships and executive-level stakeholder engagements.
Strong analytical and problem-solving skills with the ability to translate operational data into business recommendations.
Experience leading cross-functional initiatives and coordinating multiple teams toward shared objectives.
Exceptional communication, presentation, and relationship management skills.
Proven ability to manage customer escalations and navigate complex operational challenges.
Experience developing and delivering executive-level business reviews and operational performance reporting.
Strong customer advocacy mindset with a track record of improving customer satisfaction and business outcomes.
Ability to work effectively in a fast-paced, dynamic environment requiring strong prioritization and organizational skills.
Ability to work onsite at the customer's office in Dallas, Texas.
Travel as required to NCR Voyix offices, customer locations, and business meetings.
Advanced proficiency with Microsoft 365 applications, including Excel, PowerPoint, Teams, and Outlook.
Strong verbal and written communication skills, including executive presentations and customer-facing communications.
Excellent negotiation, influencing, and stakeholder management capabilities.
Expertise in service management disciplines, including SLA management, incident management, problem management, and continuous improvement.
Strong business acumen with the ability to connect operational performance to customer business outcomes.
Experience leveraging operational metrics, dashboards, and reporting tools to drive performance improvements.
Knowledge of customer experience methodologies, customer satisfaction measurement, and service delivery best practices.
Ability to navigate complex organizational structures and build collaborative relationships across multiple functions.
Deep understanding of the technical services and managed services industry.

Responsibilities

Serve as the primary strategic liaison between NCR Voyix and the customer, building trusted relationships with executive and operational stakeholders.
Lead cross-functional collaboration among NCR Voyix service, support, product, engineering, implementation, and sales organizations to drive customer success.
Foster a customer-centric culture focused on achieving business objectives, operational excellence, and service quality.
Act as the voice of the customer within NCR Voyix, ensuring customer priorities, concerns, and opportunities are effectively communicated and addressed.
Drive continuous service improvement initiatives using operational data, performance metrics, customer feedback, and industry best practices.
Oversee the end-to-end customer experience, ensuring alignment between contractual commitments, service delivery, and business outcomes.
Facilitate executive business reviews, operational governance meetings, and strategic planning sessions.
Monitor and manage service performance through established KPIs, SLAs, and operational metrics, ensuring commitments are achieved or exceeded.
Lead customer escalations and critical issue management activities by coordinating resources across NCR Voyix to drive timely resolution.
Identify risks, trends, and opportunities that may impact customer performance and develop actionable mitigation plans.
Partner with Sales, Account Management, and commercial teams to support account growth, customer retention, and profitability initiatives.
Deliver consultative reporting, operational insights, and strategic recommendations to customer stakeholders.
Document customer engagements, action plans, commitments, and follow-up activities to ensure accountability and visibility.
Support financial governance activities related to invoicing, billing accuracy, contract compliance, and service consumption reviews.
Champion digital transformation and operational modernization initiatives that enhance the customer experience and business performance.