The Digital Path Forward

Service Delivery Manager

Roles and Responsibilities:

  • Works closely with US VP to support tier 0-3 accounts and that have a major impact on Xerox' P&L
  • Understand the client’s industry, business, and their critical business drivers.
  • Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
  • Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
  • Manage customer requests by providing realistic resolution time scales.
  • Contact customers when follow up on open items is required and take ownership of the case.
  • Handle customers’ escalations related to the service provided, if required by the account.
  • Provide innovative ideas to help client achieve their business goals.
  • 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 adhered to at all times.
  • Maximize account retention

Experience/Exposure:

  • Service Outsourcing / Operations experience (i.e., leads complex svc. delivery teams; establish operational control processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc.)
  • Financial planning and knowledge of finance. Profit focused and accountable for results, strong business, and financial acumen
  • P&L management - cost reduction and revenue management experience

Education/certification:

  • Bachelor's degree

Key Skills Required:

  • Preferred Lean Six Sigma Certification
  • PRINCE/PMP Certification
  • ITIL Foundation Certification

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