Service Delivery Manager

Purpose:
• Service Delivery Manager (at level 1 of the SDM community) is accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
• 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 owns the delivery of service for one or more customers. Alternatively, the role holder is accountable for aspects of service delivery management for a large / strategically important / global client.
• The role has 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
• Consistent and measured delivery of service to SLA
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
• Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
• Processes 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
• Ownership of problems and incidents, identification of root causes and addressing these
• Constantly improves the quality and inter-working of the whole virtual service team, including other Xerox service 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, develops and mentors other service delivery employees and managers
• Directly manages service delivery employees and managers (as appropriate to the country, client account and service line).
• Identifies same account growth opportunities to be converted into sales prospects