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Service Delivery Manager (Managed Print Services) - City

Company: Resource Solutions - Xerox
Pay: £35000.00 - 45000.00 Annually, Benefits
Job type: full-time
Category: Accounting

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Job description

Service Delivery Manager (Print)

About the opportunity

The Service Delivery Manager manages is responsible for the delivery of multiple accounts within the Finance sector. The role will have a strong relationship management expectation within a customer-facing environment and will additionally have strong leadership and people management responsibilities.

*Client relationship management with confidence in dealing with senior stakeholders
.Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives
.Leadership and focussed people management ensuring the Document Lifecycle Services team establish a culture of proactivity and quality service delivery
.Managing financial performance and productivity improvements
.Transforming and growing the business
.A representative of the Xerox brand and portfolio to both internal and external customers
.Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively use
.Owns delivery of service through service delivery team across a number of services including Managed Print Services, Reprographics
.Creation of account strategy working with Sales colleagues, planning and opportunity development for the account to foster a 'same account growth' programme
.Provide a focus for customer escalation and satisfaction across the organisation. Ensuring review systems are in place and managed effectively.
.In depth understanding of MPS services or Document Management outsourcing including technical knowhow and Best Practice approach to delivery or understanding of these services
.Financial management and effective commercial knowhow to ensure budget plans are met/exceeded, costs are controlled and constantly assessed, delivery of month-end processes and P and L reconciliation
.Management of team related process including HR, absence management, H and S and regulatory compliance, Bradford Factor tracking and performance management
.Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
.Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
.Confidence and experience in leading presentations and senior meetings with key stakeholders
.Provides leadership and support for new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
.Ensures and monitors that 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 resources, capabilities and capacity to meet both existing and new business demand
.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
.Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
.Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
.Leads, motivates, mentors and develops their teams directly and/or indirectly to build business capability. Ensures high calibre people are in the right roles, continuously improving the calibre of people through selection and development activity
.Maximises account growth opportunities

Key competencies for the role holder:
.Strong client focus - ability to operate at prime customer contact level typically from senior manager/director level to an operational level
.Demonstrates a breadth and depth of operational service delivery management expertise, preferably within Document Management services
.Demonstrable experience of having designed and implemented significant productivity and transformational programmes as well as customer satisfaction improvements
.Strong development focus - advocate of developing employees, teams and the business
.Strong people management and leadership skills
.Experience in Matrix management within an operational service delivery or shared services environment
.A 'Passion for Customer Service' and a demonstration of sharing knowledge to focus others in the same way
.Strong project management and change management skillsets
.Able to influence and educate Customers to ensure a best practice approach to their Document Management
.Thorough understanding of customer's business and market sector and able to use that knowledge to anticipate how services need to evolve to meet customer requirements
.Excellent communicator at all levels
.Systems and IT literate
.Commercial awareness and driven towards business development
.Negotiation and influencing skills
.troubleshooting skills and incident/problem management

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