Territory Manager – Service Delivery

About the role

The Territory Manager will lead NCR Atleos' service delivery for ATM and self‑service banking solutions across the Accra and Tema region. Reporting to the Area Manager, you will ensure contractual SLAs are met, drive customer satisfaction, and oversee the performance of field service teams and third‑party providers.

Key responsibilities

• Deliver ATM and self‑service banking support in line with contracts and company standards.
• Monitor and achieve SLA targets, incident response times, and service restoration metrics.
• Manage existing service contracts, drive renewals and support customer retention.
• Serve as the primary operational contact for banking customers, conducting regular service review meetings.
• Lead, coach, and develop Field Service Engineers and Service Coordinators, setting performance objectives.
• Promote safety, accountability, and a customer‑focused culture within the team.
• Identify operational improvement opportunities and implement continuous‑improvement initiatives.

Required profile

• Senior‑level professional with at least 5 years of experience in service delivery for ATM or self‑service banking.
• Proven leadership of field service teams and ability to manage third‑party providers.
• Strong relationship‑building skills with banks and financial institutions.
• Demonstrated track record of meeting SLA and KPI targets.
• Experience in contract management and renewal processes.

Required skills

• ATM and self‑service banking operations.
• SLA monitoring and incident management.
• Preventive and corrective maintenance procedures.
• Contract renewal and customer retention techniques.
• Team coaching, performance monitoring, and workforce planning.