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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.


Scope:
  • 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. 

    

Primary Responsibilities:
  • 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.

Nivel de vechime

Nivel mediu de experiență

Tip de angajare

Full-time

Ocupație

Management

Sectoare de activitate

Tipografie

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