Xerox

Scope:

The Service Delivery Manager position has a key role in service delivery operations. This individual is accountable for managing the service delivery of one or more important client services contracts. Objectives of the position are to drive operational excellence to consistently deliver high-quality services, meet or exceed service level agreements (SLAs), and ensure client retention. He/she must lead client account teams to execute operations in alignment with client needs and Xerox growth objectives.

Duties and Responsibilities:

• Oversees and manages aspects of the client engagement, i.e., the sales/marketing efforts for new business development.
• Partners with client’s team during budget development and problem resolution.
• Expertise in client relationship management strategies.
• Maintains and enhances existing client relationships and ensures customer satisfaction.
• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services.
• Partners with senior staff in developing and marketing new client programs/services as required.
• Analyzes workflow and assignments to ensure efficient and cost-effective operations develops/implements process and service improvements as needed.
• Provides regular updates to senior management about client issues, budgets, etc.
• Adapts and executes functional or departmental business plans and contributes to the development of organizational strategies.
• Anticipates internal and/or external business challenges/ regulatory issues.
• Decisions guided by functional strategies and priorities.
• May include international accountability and may include some global accountability.
• Responsible for ensuring that customer service is maintained at the highest levels and interruptions to service are at a minimum.
• Responsible for the overall delivery and management of programs to our clients, including managing expectations, delivering projects on time and on budget, finding additional opportunities, and customer satisfaction and reference ability.

Primary Responsibilities:

The main responsibilities will vary according to the type of role:

SBU:

• Acts as the principal client contact, managing the relationship to ensure customer satisfaction
• Directs and manages the daily operations of one or more SBU’s
• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.
• Develops budget estimates and manages project/contract to meet revenue and cost projections
• Determines resource allocation levels to meet project/contract commitments
• Reviews and resolves issues affecting Company compliance, legal requirements and client objectives

Operations:

• Establishes operational objectives and work plans, and delegates assignments to subordinate managers.
• Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise.
• Responsible for achieving measurable results on time and on budget.
• Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.
• Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.
• Prepares related reports and audits current procedures to monitor efficiency of operations.
• Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations

Account Management:

• Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development
• Partners with client’s team during budget development and problem resolution
• Maintains and enhances existing client relationships and ensures customer satisfaction
• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services
• Partners with senior staff in developing and marketing new client programs/services as required
• Analyzes workflow and assignments to ensure efficient and cost-effective operations; develops/implements process and service improvements as needed
• Provides regular updates to senior management regarding client issues, budgets, etc.