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About the Role

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.

Responsibilities

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.
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.
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.
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.
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.
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.

Requirements

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.

Skills

Incident Management
Problem Management
Change Management
Request Management
Service Level Management
Customer support operations
Managed services environments
Supplier and third-party service management
Analytical and problem-solving capabilities
Trend identification
Risk identification
Improvement opportunity identification
Reporting tools and dashboards
Operational KPIs
SLAs
Customer satisfaction
Service performance metrics
Stakeholder management
Negotiation
Conflict resolution
Influencing outcomes
Establishing credibility
Verbal communication
Written communication
Presentation skills
Facilitation
Meeting leadership
Collaboration
Microsoft 365 Suite
ServiceNow or similar ITSM platforms
Power BI
Service management reporting tools
Operational reporting tools

Location

Chiswick, West London, England

Work Type

Full-Time Onsite

Experience Level

7-10 years

Education Level

Bachelor's degree

About the Company

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.

Equal Opportunity

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.