Service Delivery Manager with English (IASI)

Purpose:

• Remote Service Delivery Manager manages the service delivery to one or more multi-Country client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction. 
  

Remote Service Delivery Manager is focused on: 

• Delivering service that meets SLA and ensures customer satisfaction (KPI: SLA achieved & high customer satisfaction) 
  
• Developing strong relationships both external and internal. (KPI: Strong network in place & relationship management skill are evident) 
  
• Remote Service Delivery Manager is responsible for supporting CADM and/or Level 2 SDM in managing sales cycles and same account growth initiatives. 
  
• Remote Service Delivery Manager is responsible for supporting CADM and Level 2 SDM, developing account plans and service strategies with customers so as to drive enhanced margin and P&L performance
  
• Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance) 
  
• Growing the business (KPI: Further profitable service revenue and increased GP against targets) on financial performance of their assigned contracts.
  

• The role holder owns the delivery of service for one or more customers.
• The role has some limited people management responsibilities, often across multiple sites and including in a matrixed, virtual team environment. 
  

• Accountable for managing service delivery for one or more client accounts - often across multiple sites and countries. 
  
•  Consistent and measured delivery of service to contracted SLA. 
• RSDM is accountable for robust contract P&L management on line with agreed Business Case and Financial Plans targets. RSDM understand P&L mechanics and manage internal and external contributors.
  
• Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).
  
•  Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
•  In conjunction with the CADM or SDM Level 2, ensures resources, capabilities and capacity to meet both existing and new business demand.
• Ensures 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 Service Delivery governance guidance. 
  
• Ensures timely and accurate escalation of client service problems and incidents to within appropriate timescales.
  
• 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
  
•  Constantly improves the quality and inter-working of the whole virtual service team, including other Xerox partners and suppliers. 
• Ensures the client contractual targets and measurements are supported by back-to-back supplier commitments. 
  
•  Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution. 
•  Motivates other service delivery employees.
• Support in identifying same account growth opportunities to be converted into sales prospects.
•  Works directly with SDM L2 or CADM to create the contracts Account Business Plan for the year. Supports review and on-going input.

Candidate Background: Skills, Knowledge and Abilities/Requirements:

• Minimum of 5 Yrs experience of having successfully operated at prime customer contact level 
  
•  Minimum of 2 Yrs Service delivery coordination experience having lead high quality service delivery to customer(s)
• Familiar with P&L management and contractual budget
• Experience of having designed and implemented productivity as well as customer satisfaction improvements.
  
• Strong IT industry knowledge. Technical background a bonus with specific focus on the delivery of managed services. 
  
•  Experience working in a virtual environment.
•  Strong presentation skills with experience of presenting to senior customer representatives.
• Proven experience of /supplier management
  
•  Minimum Demonstrated ability to work collaboratively - within a matrix management environment 
•  Minimum Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships
•  Minimum Relevant language skills
• English proficiency
  
• Travel and face to face meetings with clients as required 
  
• Experience working across Countries and Cultures.
  

We thank everyone for applying, however only successful candidates will be contacted for an interview.