Job expirat
May perform one or more of the following:
• Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership
• Oversee the day-to-day implementation and operational aspects of the client relationship
• Develop strategy needed to achieve agreed upon service levels
• Manage the setup and delivery of services
• Work with the client to manage priorities and expectations
• Manage the requirements definition process and ensure that system specifications accurately reflect client requirements
• Build effective liaisons to manage the transition from implementation to ongoing client delivery
• Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery
• Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
• Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities
Job complexity:
Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives.
• Establishes and assures adherence to budget, schedules, work plans, and performance requirements.
• Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/ or customers.
The Service Delivery Manager is responsible for the overall quality of service delivery of an implementation/ongoing client.
Knowledge/Skills/Abilities:
• Relevant experience in management (Customer Care)
• Significant evidence of Business Consulting skills;
• Excellent communication, negotiation and conflict management
• Solutions and results-oriented
• Availability for business travels
• Experience in working in a busy multicultural environment
• Excellent skills in drafting processes and operating procedures
• Ability to create a motivating work environment
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
