Xerox

Purpose:
•  Responsible for the management of client relationship 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 role holder works as part of the service delivery team that is aligned to one or more customers.  He/she will have focus on the following:

•  Delivery of service that meets SLA and delights the customer (KPI:  SLA achieved & high customer satisfaction)

•  Developing strong relationships and teams (KPI:  Strong network in place & people development is evident)

•  Supporting the achievement of productivity improvements (KPI:  Value for customer & enhanced margin)

•  Contributing to service transformation and business growth (KPI: Further profitable service revenue)


Scope:
Specific:
•  The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer. The role typically has people management responsibilities.

General:
•  Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issues

•  Sets priorities for team to ensure task completion; coordinates work activities with other supervisors

•  Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skills

•  Typically a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concepts

•  Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager


Primary Responsibilities:
•  Ensure an efficient operation of the service delivery unit by maintaining Xerox governance standards.

•  Plan and control the production of work by fully utilising the equipment and resources and by producing work by the most economic method, ensuring maximum profitability is achieved and customer requirements are met.

•  Implement effective workflow processes and strategies developed with the client in partnership with the XGS team, ensuring the most cost effective delivery of services.

•  To manage, coach and develop relevant Service Delivery Operations staff.

•  Ensuring the client's service requirements and SLAs are understood by the whole team and implemented.

•  Supporting operational team to achieve SLAs.

•  Track the performance against SLAs and KPIs (e.g. value add, cost savings, conversion to digital, rationalisation, consolidation, VAT savings etc.).

•  Carry out quality checks to ensure quality standards are maintained.

•  Liaise with key customers and suppliers.

•  Help maintain and develop revenue by providing the full range of services to meet customer requirements and identifying opportunities to extend or introduce new services.

•  Involvement in issue resolution for internal and external issues.

•  Ensure the feedback from the customer is communicated to the team and changes to delivery strategies are implemented where required.