Service Delivery Manager

About the position

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. The Service Delivery Manager is responsible for the management of client relationships and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth. The Service Delivery Manager manages the delivery of medium to large service contracts across multiple countries or leads service delivery management to a number of customers, focusing on delivering service that meets SLA and delights the customer, developing strong relationships and teams, achieving productivity improvements, and transforming and growing the business.

Responsibilities

• Owns delivery of service through service delivery teams/managers to a range of customers.
• Provides a focus for SLA management and customer satisfaction across the relevant customer base.
• Ensures continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
• Provides leadership and support for new business opportunities, often in large, complex, and/or multi-country environments.
• Ensures and monitors that processes are in place to protect consistent service quality.
• Provides expert problem management support to difficult, high-profile customer issues.
• Oversees the integration of all service delivery units and improves the quality and inter-working of the whole virtual service team.
• Ensures robust tools and technological platforms are in place to support customer environment and best service solution.
• Directly manages service delivery managers and employees as appropriate.
• Leads, motivates, mentors, and develops Service Delivery Managers and their teams.
• Maximizes same account growth opportunities.
• Champions team-working, re-use, knowledge sharing, and promotes the increased use of Shared Services capability.
• Defines requirements for new services in conjunction with Business Development Managers, Sales, and Service Delivery Management teams.

Requirements

• Experience in managing client relationships and service delivery.
• Strong leadership and people management skills.
• Ability to manage medium to large service contracts.
• Proven track record in achieving SLA and customer satisfaction.
• Experience in productivity improvement and cost management.
• Ability to support new business opportunities and transitions.
• Expertise in problem management and root-cause analysis.

Nice-to-haves

• Experience in a matrixed, virtual team environment.
• Familiarity with service delivery governance guidance.
• Knowledge of technological platforms that support service delivery.