Service Delivery Manager (Print services)

Former Xerox Customer Care Services, as well as other former Xerox Services companies, will continue its activities as Conduent, Inc. The name Conduent is inspired by the new company’s expertise in connecting clients and their constituents through seamless transactions in areas such as customer care, transportation solutions, and healthcare payer and provider services.

Conduent will continue to work as an extension of our clients’ business, enabling millions of interactions every day – such as processing toll payments or medical claims, disbursing public assistance funds or addressing a customer care concern. We will deliver these transactions at massive scale, anytime and anywhere, yet ensure each one is flawless, personalized and secure. As an independent company, we will carry forward the values and culture of innovation, diversity and integrity from Xerox along with our established expertise in transaction-intensive processes, analytics and automation to help improve the satisfaction and loyalty of your patients, commuters, consumers or employees.

Essential Experience
- Excellent communication skills
- Expert knowledge of Microsoft Office Products
- Proven track record in the delivery of high quality customer service
- Detailed knowledge Xerox Office Product environments
- Good technical knowledge of Xerox products and solutions and how they can be leveraged across key business processes
- System and IT literate
- Experience working in a shared service environment

Desirable Experience
- Good commercial awareness
- People Management Experience
- Proven ability to operate at prime customer contact level
- Proven experience of delivering complex projects
- Formal Project Management methodology training

Additional requirements
- Willingness to travel

The purpose of the role:
Service Delivery Manager works as part of the service delivery team that is aligned to one or more customers. He/she responds to contractual incidents, service issues and complaints and ensures successful resolution. The role is focused on:
- Delivery of 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)
- Supporting the achievement of productivity improvements (KPI: Value for customer& enhanced margin)
- Contributing to service transformation and business growth (KPI: Further profitable service revenue)

The role scope:
The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer. The role typically has people management responsibilities, often across multiple sites /custom locations.

Primary responsibilities:
- Monitors service performance against service level agreement (SLA) in order to report appropriately. Recognizes and notes any service issues and divergence from SLA: resolves and escalates to appropriate authority. Ensures accurate reporting is available for customer(s).
- Ensures understanding , implementation and achievement of key performance metrics associated with SLA
- Identifies and records client service problems and incidents, ensures resolution locally where possible and escalation often non-conformance to a Service Delivery Managers. Ensures timely and accurate escalation within appropriate timescales.
- Monitors, processes records change requests through an appropriate change control process in order to maintain control of changes.
Providing co-ordination and recording of service issues and complaints to ensure the customer stakeholders and relevant internal problem/solution owners have been identified and agreed. Ensure the corporate process is adherent at all times.
- Identification and implementation of process improvements
- Continuous and proven improvement of productivity resulting in increased cost effectiveness and value
- Constantly improves the quality and inter- working of the whole virtual service team, including Xerox service partners and suppliers
- Directly manages, motivates, acts, as a buddy and /or mentor for service delivery staff.
- Identifies same account growth opportunities to be converted into sales prospects.
- Provides support to new business opportunities and service implementation.

You can apply online or send your application in English directly to recruitment.ro@xerox.com with the title "Service Delivery Manager (Print services)".