Service Delivery Manager
12 zile în urmă

Xerox Corporation (NYSE : XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works.

Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction.

We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what’s at the heart of work and all of the forms it can take. We embrace the increasingly complex world of paper and digital.

Office and mobile. Personal and social. Every day across the globe in more than 160 countries our technology, software and people successfully navigate those intersections.

We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

Purpose :

  • Remote Service Delivery Manager (at level 1 of the SDM community) Manages the service delivery to one or more multi-
  • Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

  • Remote Service Delivery Manager is focused on :
  • Delivering service that meets SLA and ensures customer satisfaction (KPI : SLA achieved & high customer satisfaction)
  • Developing strong relationships both external and internal. (KPI : Strong network in place & relationship management
  • skill are evident)

    Remote Service Delivery Manager is responsible for supporting CADM and / or Level 2 SDM in managing sales cycles and

    same account growth initiatives.

    Remote Service Delivery Manager is responsible for supporting CADM and Level 2 SDM, developing account plans and

    service strategies with customers so as to drive enhanced margin and P&L performance

  • Achieving productivity improvements (KPI : Value for customer, enhanced margin and P&L performance)
  • Growing the business (KPI : Further profitable service revenue and increased GP against targets) on financial
  • performance of their assigned contracts.

    Scope :

  • The role holder owns the delivery of service for one or more customers.
  • The role has some limited people management responsibilities, often across multiple sites and including in a matrixed,
  • Main Responsibilities :

  • Accountable for managing service delivery for one or more client accounts - often across multiple sites and countries.
  • Consistent and measured delivery of service to contracted SLA.

    RSDM is accountable for robust contract P&L management on line with agreed Business Case and Financial Plans

    targets. RSDM understand P&L mechanics and manage internal and external contributors.

    Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and

    implementation of new business (including new service offers).

    Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to

    evidence these savings across relevant customer base

    In conjunction with the CADM or SDM Level 2, ensures resources, capabilities and capacity to meet both existing and

    business demand.

    Ensures processes are in place to pro-actively protect consistent service quality through rigorous management of change

    control and acceptance into service procedures in line with Service Delivery governance guidance.

    Ensures timely and accurate escalation of client service problems and incidents to within appropriate timescales.

    Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is

    conducted and a corrective action plan is followed through with any learning applied for future benefit

    Constantly improves the quality and inter-working of the whole virtual service team, including other Xerox partners and


  • Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and
  • best service solution.

  • Motivates other service delivery employees.
  • Support in identifying same account growth opportunities to be converted into sales prospects.

    Works directly with SDM L2 or CADM to create the contracts Account Business Plan for the year. Supports review and

    Education Requirements : Minimum : Bachelor's Degree

    Professional Certifications :

    Preferred Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)

    Minimum of 5 Yrs experience of having successfully operated at prime customer contact level

    Minimum of 2 Yrs Service delivery coordination experience having lead high quality service delivery to customer(s)

    Familiar with P&L management and contractual budget

    Experience of having designed and implemented productivity as well as customer satisfaction improvements.

    Strong IT industry knowledge. Technical background a bonus with specific focus on the delivery of managed services.

    Experience working in a virtual environment.

    Strong presentation skills with experience of presenting to senior customer representatives.

    Proven experience of / supplier management

    Minimum Demonstrated ability to work collaboratively - within a matrix management environment

    Minimum Experienced in integrating customer and operational requirements into supplier relationships, including delivery


    Minimum Relevant language skills

    English proficiency

    European languages and advantage

    Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military / veteran status, citizenship status, basis of genetic information, or any other group protected by law.

    People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-

    mail to XeroxStaffingAdminCenter Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

    Requisition ID : 18003822

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