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.

Establishes operational objectives and work plans, and delegate assignments to individual contributors or subordinate managers. Senior management reviews objectives to determine success of operation. Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

May perform one or more of the following:

• Support the fulfillment of the company vision for prompt and professional client services through motivation and leadership
• Oversee the day-to-day implementation and operational aspects of the client relationship
• Develop strategy needed to achieve agreed upon service levels
• Manage the setup and delivery of services
• Work with the client to manage priorities and expectations
• Manage the requirements definition process and ensure that system specifications accurately reflect client requirements
• Build effective liaisons to manage the transition from implementation to ongoing client delivery
• Act as a subject matter expert regarding the application of business objectives and alternatives for service delivery
• Build a cohesive team by championing quality, integrating team efforts through status meetings, sharing appropriate information, and building depth of expertise
• Manage finances for the account, including invoice creation, timely receipt of client payments, and other P&L responsibilities
• Support new bids
• Set goals
• Create tasks that are beneficial to the company

Job complexity:

• Works on issues where analysis of situations or data requires an in-depth knowledge of organizational objectives. Implements strategic policies when selecting methods, techniques, and evaluation criteria for obtaining results. Establishes and assures adherence to budget, schedules, work plans, and performance requirements.
Interactions:
• Regularly interacts with senior management or executive levels on matters concerning several functional areas, divisions, and/or customers.
• Supervision:
Manages activities of a department(s) through individual contributors or subordinate managers. Subordinate managers exercise full supervision in terms of costs, methods and staffing.