Area Service Delivery Manager
Xerox - South East

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Oxon, Berks, Wilts & Hants

Job Purpose
The Area Service Delivery Manager (ASDM) will lead and oversee service delivery management to a number of customers within the Central and South area through service delivery teams / managers. The role has leadership and people management responsibilities, full P & L accountability, account growth and senior customer relationship management responsibilities within the area.

Key Accountabilities
• Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
• Provides leadership and support for new business opportunities (often large, complex and/or multi-country environment). Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
• Ensures and monitors that 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 GDO Service Delivery governance guidance
• Ensures resources, capabilities and capacity to meet both existing and new business demand
• 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
• Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Directly manages service delivery managers and employees
• Leads, motivates, mentors and develops Service Delivery Managers and their teams directly and/or indirectly to build business capability. Ensures high calibre people are in the right roles in Service Delivery Management continuously improving the calibre of people through selection and development activity

Candidate Requirements
• University degree (or equivalent) with significant industry experience
• Track record of successful delivery management in a SDM level role
• Strong experience of IT, service delivery or consulting coupled with financial P&L responsibility, strong people management experience, projects and client interaction experience
• Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)
• Extensive people management experience
• Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
• Experience in outsourcing bids, from pre-sales to successful implementation
• Demonstrated ability to work collaboratively - and lead - in a matrix management environment
• Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships