Purpose:

Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.

Service Delivery Manager (at level 2 of the SDM community) manages the delivery of medium to large service contract (e.g. across multiple countries, more than one service line). Alternatively, leads and oversees service delivery management to a number of customers (e.g. responsibility for operating country/region service delivery management).

The Service Delivery Manager is focused on:

• Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Developing strong relationships and teams (KPI: Strong network in place & people development is evident)
• Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
• Transforming and growing the business (KPI: Further profitable service revenue)

Scope:

The role holder manages the delivery of medium to large service contract or contracts across a country or region with typical annual annuity revenue up to $100M. The role will have leadership and people management responsibilities, often including in a matrixed, virtual team environment. Develops departmental plans, including business, production and/or organizational priorities. Interprets internal or external business issues and recommends solutions/best practices. Decisions are guided by resource availability and functional objectives. Primarily domestic accountability; may include some international accountability.

Primary Responsibilities:

• Owns delivery of service through service delivery teams/managers to a range of customers.
• Alternatively, owns delivery of service to a medium/large customer.
• 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.
• Provides leadership and support for new business opportunities (often large, complex and/or multi-country environment). 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 proactively 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.
• Directly manages service delivery managers and employees (as appropriate to the country, client account and service line).
• Leads, motivates, mentors and develops Service Delivery Managers and their teams directly and/or indirectly to build business capability. Ensures high caliber people are in the right roles in Service Delivery Management continuously improving the caliber of people through selection and development activity.
• Maximizes same account growth opportunities.
• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability.
• In conjunction with the Business Development Managers, Sales and Service Delivery Management teams stimulates defines requirements for new services in line with GDO strategy. Ensures such offerings are professionally introduced, accepted and deliverable.

Account Management:

• Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development.
• Partners with client’s team during budget development and problem resolution.
• Maintains and enhances existing client relationships and ensures customer satisfaction.
• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services.
• Partners with senior staff in developing and marketing new client programs/services as required.
• Analyzes workflow and assignments to ensure efficient and cost-effective operations; develops/implements process and service improvements as needed.
• Provides regular updates to senior management regarding client issues, budgets, etc.

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