Service Delivery Manager

Service Delivery Manager – Level 3 (13032289)
Primary Location
United Kingdom > Hertfordshire >
Welwyn Garden City
Requisition Type
Professional

Description

ROLE TITLE Service Delivery Manager
ORGANISATION
Xerox Services
FUNCTIONAL AREA
Welwyn Garden City
REPORTS TO
Head of Print Management Services
PURPOSE OF ROLE
o The service delivery manager is responsible for the overall running of a business unit and aligned team of people.
o Provide a single point of contact for the customer sponsors and key stakeholders. o Maintain full ownership of all
contracts aligned
o Management of own suite of products and customer alignement
o Ensure product margin management is maintained consistently
o Participate with the Service Delivery Management team in developing the collective vision and strategy for the print
management team, and wider shared service delivery teams.
SCOPE OF ROLE
o Full responsibility for the new product introduction and minor amend process including all of the following:
o Inventory Management
o Secure Print
o Direct Mail and daily fulfilment
o Core business print products
o POS
o Adhoc print requirements
o Expected annual revenue for these services are Circa $8,000,000
o Full responsibility for the people management of specific business unit teams including Print Executives – Expected
headcount to be between 6 and 10
o This is to include full responsibility for all HR related issues
o Full responsibility for the delivery of all associated service level agreements for the shared service delivery team
o Full responsibility for the management of the queries for the contracts aligned to include governance meetings
MAJOR RESPONSIBILITIES
The main responsibilities for the service delivery manager is to ensure that the following service levels are being met
consistently. These are all contracted SLA’s that failure to achieve could result in service credits being paid to the
customer from Xerox
o Full responsibility for delivering MI to the client
o Delivery of new projects in to team
o HR induction and team training
Full responsibility for reviewing and streamlining all business process within the team
Responsible for full service take on of any new services within the team, ensuring all processes are fit for purpose and that
all team members are trained.
Responsible for ensuring that the client account teams have all information required to carry out their duties and
management of their teams by monitoring business activity.
BACKGROUND, EXPERIENCE AND QUALIFICATIONS
Essential
o Team management experience
o Customer service experience
o Good wide range knowledge of print industry
o Management of Government Contracts
o Excellent communication skills
o Sales background
o Commercial Awareness
Desirable
o Project management experience
o Knowledge and experience of working with large portfolio of products