Service Delivery Manager - |
Imaging and Records
To provide effective managed services at a given location or locations, in order to achieve customer and employee satisfaction, and financial targets.
Identify relevant contacts within client organisations and communicate with the Operations Manager and Client Services Manager to agree a co-ordinated approach to client communications.
Line Manager to the Imaging Services, Legal Records & HCM Fileroom Team Leaders
Owner of key client relationships (Legal, FICC & Equities Compliance, DSG , PWM Compliance, GSAM and HCM).
Conduct Assessment/response to new client requirements or service development opportunities.
Achieve resolution of escalated or problematic service issues.
Work closely with the appropriate client contacts to ensure the development of strong operational relationships, which support ongoing contract development, retention and renewal.
Communicate at all relevant levels within client organisations to develop an understanding of processes and the business needs of Xerox customers.
Ensure that commitments to service are delivered to both internal and external customers so that employee and customer satisfaction is enhanced.
Plan and conduct monthly client review meetings, and plan and participate in quarterly and annual client review meetings, to support relationship management and account development opportunities.
Make presentations to customers outlining performance, service improvements and opportunities for greater involvement by Xerox to add value to these customers.
Establish and maintain effective working relationships with Xerox head office support functions.
Manage area operations to achieve the organisation’s customer and employee satisfaction targets.
Manage the financial performance of area to achieve account / site financial targets (revenue, profitability, growth, etc.), to support the achievement of the organisation’s financial targets.
Manage departmental costs/re-charging process
Regularly review Service Level Agreements in line with changing business requirements.
Ensure that agreed service levels are measured and met.
Create and implement an area business plan, which will ensure improvements in customer satisfaction, employee satisfaction and revenue.
Prepare weekly, monthly and quarterly reports for customers regarding key measures which will enable accurate reporting of service levels, billing and effectiveness of site operations.
Identify any new requirements or additional services which will improve overall productivity and performance.
Support the Xerox Sales and Business Development Managers for existing business opportunities whenever required.
Ensure that current HR policies and procedures are applied effectively at all times.
Establish, review and implement training & development plans for the operational services teams
Manage teams of employees, providing motivation, training and development, coaching and counselling to deliver high levels of employee satisfaction and performance.
Recruit the best people and continually strive to reduce employee turnover rates.
Hold regular team meetings and one-to-one interviews with all direct reports.
Ensure full compliance with all aspects of Xerox’s quality management system – “Service Excellence” – and environmental system.
Ensure documented operating quality procedures are in place and updated regularly.
Provide training and practical guidelines to staff on all requirements of Service Excellence in conjunction with the UK Quality Team.
Use the Service Excellence model to measure business performance through structured self-assessment exercises including audits and Site Standards Reviews.
Ensure continuous quality and productivity improvements are made through the application of Service Excellence, the development of effective work processes and employee empowerment.
Effectively manage and resolve all customer complaints and ensure that these do not impact on our business relationships adversely.
Ensure that the Xerox Health and Safety Policy is applied in all instances across the site operations and that all essential procedures are in place to cover the Health and Safety legal liabilities.
Minimum: Bachelor's Degree
Preferred: Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI) preferred
Candidate Background: Skills, Knowledge & Ability:
Experience of having successfully operated at prime customer contact level
Service delivery management experience having lead high quality service delivery to customer(s)
Demonstrable experience of having designed and implemented productivity as well as customer satisfaction improvements
Strong people management and development skills
Preferred experience in outsourcing bids, from pre-sales to successful implementation
Proven experience of contract negotiation/supplier management
Relevant language skills
Client Relationship Management / Service Delivery
United Kingdom-Greater London-City of London
Large Enterprise Operations
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