Job Description

ATM Managed Services Training Manager

We are seeking an accomplished and dynamic Manager – ATM Managed Services Training to join our team. This newly created role is responsible for designing, implementing, and managing training programs that support ATM Managed Services (AMS) operations globally.
This position will establish a structured and scalable training framework to enable consistent service delivery, improve operational performance, and support ongoing growth across monitoring centers, field services, system rollouts, and operational support teams. As part of the Global Operations team, this role will work closely with regional and country partners to enable AMS services and standardize support structures, ensuring consistent delivery and driving customer satisfaction.

Key Responsibilities
Strategic Initiatives
• Design and execute a global training strategy for ATM Managed Services that aligns with operational goals, service-level agreements (SLAs), and customer expectations.
• Build standardized onboarding, refresher, and advanced training programs to support AMS operations, monitoring centers, and support teams.
• Establish a scalable training roadmap that supports new tools, system implementations, and operational growth.

Collaboration & Stakeholder Engagement
• Partner closely with Global Operations, Monitoring Centers, Field Services, Engineering, IT, and Vendor Management to identify training needs and close skill gaps.
• Collaborate with country and regional leaders to ensure training content and delivery align with local operational requirements while maintaining global standards.
• Act as the primary point of contact for AMS training initiatives across regions.

Performance Metrics & Accountability
• Define and track measurable training outcomes, including performance improvements, error reduction, incident trends, SLA adherence, and service quality metrics.
• Use operational data, KPIs, audit findings, and root-cause analysis to assess training effectiveness and guide enhancements.
• Provide regular reporting to leadership on training participation, results, and operational impact.

Continuous Improvement & Innovation
• Continuously refine training content, delivery methods, and tools to improve effectiveness and scalability.
• Support continuous improvement initiatives related to monitoring processes, VMS enhancements, and operational workflows.
• Identify opportunities to streamline processes, improve knowledge transfer, and increase operational efficiency through training innovation.

Preferred Qualifications
• Bachelor’s degree in Business, Operations, Technology, Training & Development, or a related field.
• Minimum of 5+ years of experience in ATM operations, managed services, financial services operations, or technical service environments.
• Proven experience building and managing training programs in operational, SLA-driven environments.
• Strong knowledge of ATM systems, monitoring processes, incident management, and service delivery models.
• Demonstrated experience translating business objectives into actionable training and operational enablement strategies.
• Proficiency with training tools, learning platforms, and operational reporting systems.

Additional Requirements
• Willingness to travel domestically and internationally as business needs require.
• Relocation assistance is not available for this role.
• Strong organizational skills with the ability to manage multiple priorities and projects simultaneously.
• Flexibility to work across different time zones to support global AMS operations.
• Ability to continuously identify opportunities to enhance training effectiveness, service delivery consistency, and customer satisfaction.