As a Service Delivery Manager I am responsible for the delivery of large service contracts, ensuring: - Delivery of services meet 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).Primary Responsibilities• Owns delivery of service through service delivery teams.• Provides a focus for SLA management and customer satisfaction.• Provides leadership and support for new business opportunities (often large, complex and/or multi-country environment). Supports the transition and implementation of new business (including new service offers).• Ensures and monitors that processes are 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 demands.• Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through.• Oversees the integration of all service delivery units, improves the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.• Champions team-working, manages, leads, motivates, mentors and develops employees directly and/or indirectly to build business capability. Ensures high caliber people are in the right roles in Service Delivery Management continuously improving the caliber of people through selection and development activities.

Xerox is the world’s leading enterprise for business process and document management. Our services, technology and expertise enable workplaces from small businesses to large global enterprises to simplify the way work gets done so they operate more effectively and focus more on what matters most: their Real Business. As an Account Operations Manager I am responsible for planning, directing and coordinating the contracted operations of the account. Monitor daily operations to ensure contract requirements are met, keep abreast of major situations affecting service to the customer and ensure all aspects of customer satisfaction. I’m also responsible for managing the budget and P&L for the assigned Clients, assist 2nd level manager and sales team in generating revenue and seeking additional business opportunities, manage the assigned accounts to achieve required business results, managing to the contract: SLAs and KPI™s (Key Performance Indicators), employee and Customer Satisfaction, and retention as well as account’s profitability.Key Accountabilities: •Accountable for delivery of Operational Excellence in support of the Account Management Strategy.•Oversee the delivery of contracted services according to contract terms, as well as the customer’s satisfaction with those services. •Lead the account team in identifying and delivering value to the customer. •Manage various internal processes required to service and deliver Xerox’s capabilities to the clients.•Deploy service solutions that meet agreed upon Standards of Performance (SOP) and Statements of Work (SOW). •Support the Revenue & Retention strategies to enable profitable growth. •Provide leadership and direction to extended staff. •Responsible for account growth through labor productivity, efficient operational practices, and new product/service offerings. •Full operational responsibility to include resource utilization, materials management, equipment, assets and inventory management and control.

Xerox is the world’s leading enterprise for business process and document management. Our services, technology, and expertise enable workplaces from small businesses to large global enterprises to simplify the way work gets done so they operate more effectively and focus more on what matters most: their Real Business.Change Management ensures that standardized methods and procedures are used for efficient and prompt handling of all changes on all areas from operations to application support, covering all the IT resources including hardware, software, processes, applications, system utility, systems software and process changes that affect the IT infrastructure and processing environments, to minimize the impact of change-related incidents upon service quality.