Service Delivery Manager - Toronto, Canada - Xerox

Xerox

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

City:
Toronto

State/Province:
Ontario

Country:
Canada

Department:
Service Delivery

Date:
Wednesday, February 22, 2023

Working time:
Full-time

Ref#:

Job Level:
Manager

Job Type:
Experienced

Job Field:
Service Delivery

Seniority Level:
Associate

Description & Requirements:

About Xerox Holdings Corporation

Overview:

The Service Delivery Manager role is a key services delivery leadership position. The Service Delivery Manager is accountable for managing the services delivery of one or more important client services contracts.

Objectives of the position are to manage operations of a client account/account team (plan, direct & coordinate operations in support of client and Xerox growth, client-focused communications, deliver operational excellence in support of client retention, SLA achievement, and process improvement); develop client relationships at various levels of the customer organization; maintain and improve profit margins; manage internal/external partner relationships.

Key components of success include - executing on Xerox Service Delivery Operations Account Management processes and tools to drive customer retention, profitable revenue growth, and service excellence.

Scope

The position is an operational leadership role with accountability for a portfolio (single to multiple accounts) of regional or national customers, across multiple locations.

May support more than 1 services offerings with 'client engagement' at various levels. Has responsibility for annual post-sale revenue/gross profit plan, averaging up to $10M depending on assigned accounts.

Primary Responsibilities:

Focal point for service level agreement management (i.e., SLAs), key performance indicators, reporting, and problem resolution
Manage effective communications (1:1s, relationship building)
Provide innovative ideas to help clients achieve business goals
Work to understand client industry, business, and their critical business drivers
Conduct regular clientfacing reviews (in partnership with Sales and Operations) related to SLA performance, opportunities, challenges, and issue resolution.
Maximize account retention

Service Delivery Excellence and Governance

Deliver operational excellence assess business processes driving efficiencies, continuous & demonstrable improvement of productivity & cost effectiveness leveraging Xerox Service Delivery Operations Account Management processes and tools.
Manage/deploy client services contracts and statements of work/service level agreements, through operational teams, delivering contracted scope (SOWs/SLAs)
Manage crossorganizationally; effective communications (internally & externally)
Effective, efficient resolution of client problems/issues, leveraging internal/external resources
Accountable for achievement of financial plan; Identify opportunities to improve gross profit through cost management initiatives
Provides support to new business opportunities in current portfolio of accounts and supports the transition and implementation of new business.
Identify transactional SARG opportunities and improve profitability through revenue growth.
Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve TTR, and audit requirements.
Analyze workflow to ensure efficient and costeffective operations. Develop / implement process improvements as required.
Meet all monthly reporting requirements and manage internal control processes
Workforce planning analyze services workforce and determine the steps needed to prepare for future staffing needs, while focusing on customer requirements and organization's objectives.
Effectively manage, and improve as needed, employee utilization to maximize resource capability/capacity and drive employee engagement as well as cost competitiveness. Ensures resources, capabilities, and capacity to meet both existing and new business demand

P&L Management

P&L review, analysis, action planning, financial outlooking and supply management

Qualifications:

Project management experience
Service Outsourcing / Operations experience (i.e., leads complex svc. delivery teams; estab. Operational control processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc.)
Managed Print Services solutions management/knowledge (centralized print, Fleet management/optimization assessment, rate card, etc.)
Technology Acumen

- more in-depth systems understanding or networked document solutions (i.e. electronic print on demand, internet solutions, IT optimization)