Service Delivery Manager

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.

Requirements:
Customer relationship experience; 
Relevant experience in outsourcing field and budget management;
Analytical and strategic thinking; 
Good financial knowledge - including P&L management; 
Familiarity with cost construction/financing and business case justification;
BA/BS degree or equivalent practical experience;
Fluent in English

Purpose of the role:
Manages the coordination of the activities of a section or department with responsibility for results, including costs, methods and staffing. Frequently interacts with subordinate supervisors, customers, and/or functional peer group managers, normally involving matters between functional areas, other company divisions or units, or customers and the company. Often must lead a cooperative effort among members of a project team.

Responsibilities:
Develops and administers schedules, performance requirements and may have budget responsibilities.
Gives support for capacity planning across TA, VM and F&A.
Coordinates the Root cause Analysis for any deviations from SLA and KPIs.
Escalation of issues to responsible Team Leads and Account Manager, as applicable.
Follows processes and operational policies in selecting methods and techniques for obtaining solutions.
Provides guidance to subordinates within the latitude of established company policies.
Recommends changes to policies and establishes procedures that affect immediate organization(s).
Is involved in status tracking of Improvement initiatives (E.g. Process Improvements) and cross-team coordination of Process improvements.
Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
Coordinates the Monthly report creation with PMOC (Reporting) and Quality Teams.
Prepares and follows-up the Operations Tracker/ other type of Report.
Coordinates with Xerox PMO for tracking of larger Projects (e.g. Scope-up).
Facilitates the Operational Call/ Governance Calls.
Tracks and reports the Change request status.
Completes other duties as assigned.

You can apply online or send your application in English directly to recruitment.ro@xerox.com with the title “Service Delivery Manager”.