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.
Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
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
performance of their assigned contracts.
Main Responsibilities :
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
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
best service solution.
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
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 xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Requisition ID : 18003822