Service Delivery Manager

Role Purpose

The Service Delivery Manager will be aligned to key clients to oversee critical functions within the Managed Print Service projects, and to drive internal governance and external reporting. The focus of the role is to deliver exceptional customer service in the most cost effective and efficient manner. Will be expected to form key relationships with the MPS customers and to be an ambassador for the Company.

Job Accountabilities & Activities

- Ensure that the customer experience is exceptional.
- Provide regular updates to customers during the Business Review Meetings and assist the technical teams in driving adherence to SLAs, inclusive of management of 3rd party vendors.
- Ensure that the right-fit Service Support and Service Delivery policies and processes are in place to meet individual Customer needs and make sure these are being met internally.
- To own Incident, Request, Change and associated Escalation processes.
- To take ownership of Major Incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review in line with Xerox’s MPS process.
- To monitor and assess performance to ensure Xerox are meeting defined SLAs and KPIs and to prepare relevant reports in line with Customer requirements.
- To meet with Customers to cultivate feedback regarding the Managed Print Service and to facilitate any required improvements within Xerox.
- To facilitate service and support in projects impacting service areas and ensuring service impact is minimized.
- To drive service review meetings and facilitate third party service reviews covering performance, service improvements, quality, and processes to enable Continual Service Improvement.
- Liaise with the Account Managers if the circumstances require their notification or intervention on occasion.
- Make recommendations to improve the customer service experience and/or manage the workflow interdepartmental.
- Escalate any issues related to engagement with engineers and receiving information/updates.
- Manage third party Vendors, where relevant to the Customer.
- Escalate to the Head of MPS if the SLA is likely to be jeopardized in any way.
- To ensure adherence internally and support thereof of all relevant information security policies.
 

Education & Certifications

Required Years of Experience

At least 5 years of related experience preferred.