Service Delivery Manager

Job Purpose:

• Delivering service that meets SLA and delights the customer
  (KPI: SLA achieved & high customer satisfaction)
• Achieving productivity improvements
  (KPI: Value for customer & enhanced margin)
• Transforming and growing the business
  (KPI: Further profitable service revenue)
• Developing strong relationships and teams
  (KPI: Strong network in place & people development is evident)

Main Accountabilities:

• Accountable for managing service delivery for one or more client accounts
• 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
• 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 XGS 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
• Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
• Motivates, develops and mentors other service delivery employees and managers where relevant
• Maximises same account growth opportunities
• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
• Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
• In conjunction with the Service Development Managers, Sales and Service Delivery Management teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable

Key competencies for the role holder:

• Strong client focus – ability to operate at prime customer contact level typically at senior manager/director level
• Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment
• Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
• Strong development focus - advocate of developing employees, teams and the business
• Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment
• Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
• Experience in outsourcing bids, from pre-sales to successful implementation, preferably including in an international setting
• Thorough understanding of customer’s business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements
• Strong communicator at all levels
• Systems and IT literate
• Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
• Relevant university degree and/or professional qualifications (e.g. ITIL and PRINCE2)
• Relevant European language skills
• Role model in performance standards and demonstrates and champions behaviour that is in line with HPOE (High Performance Operating Environment) values:


• External Focus
• High Expectations
• Sense of Reality
• Speed
• Knowledge
• Team Orientation