Service Delivery Manager; SDM- Restaurants

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.

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.

Service Delivery Manager (SDM)- Restaurants

Chiswick, West London, England (Customer Site – Full-Time Onsite)

Executive Services Manager (ESM)

Quick Service Restaurants (QSR)

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.

• 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…