Job Information
Xerox Delivery Account Operations Professional I in United Kingdom
Delivery Account Operations Professional I
General information
Country: United Kingdom
Department: Service Delivery
Date: Wednesday, August 3, 2022
Working time: Full-time
Ref#: 20020081
Job Level: Individual Contributor
Job Type: Experienced
Job Field: Service Delivery
Seniority Level: Associate
Description & Requirements
Delivery Account Operations Professional
Main Responsibilities:
Account Manager for Major account
Managing the operational relationship for the Major Contract account dealing with internal and external customers
Providing SLA and MI for the account in line with contractual obligations,ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
Managing stock levels of all elements to deliver the contracted service
Apply continual service improvement to the operational delivery
Mange change within the account including managing the template change processes
Dealing with customer calls and queries including complaints and escalation management
Assisting with the alignment of SDC processes to Service Now
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 demand
Assisting with the operational readiness processes for on boarding the Major Contract into the operations
Additional responsibilities
Facilitating the management of the eCAPM structure, processes within the operations, ensuring up to date in all areas.
Support billing in each SDC and the migration and management to offshore
Contributing to ISO compliance and certification, holding monthly meeting with all sites. representatives, Coordinating month audits at each site are completed and managed. Also working closely with the SDC Quality and Compliance manager
Facilitating/supporting the incident management processes working with SDC Support Associate and SDC Helpdesk
Managing and supplying reports generated in PowerBI to help manage the operations and scheduling of work. Providing visibility to senior management
Managing and supporting capacity management through reporting.
Develop the reporting working with other sectors/departments in Xerox.
Candidate Skills, Knowledge & Abilities
Knowledge of print / mail operations and production software processesExperience and knowledge with ISO processes and procedures, compliance, security and audit activity
Proven ability to communicate and influence at all levels of the businessResponsive and able to prioritise
Energy and capability to use own initiative to manage and influence people to deliver required results
Excellent team player and able to work with, coach, mentor and energise others in the team
Self-starter, the successful candidate will be well organized, operating with minimal supervision
Proven client relationship management in a private or public sector and be confident in dealing with senior stakeholders
The ability to deliver a service that meets SLA and delights the customer The role is based in Wakefield with the requirement and flexibility to carry out planned travel to Hayes specifically, but flexible travel to other locations
Advanced excel skills / Power BI an advantage
Major Contract/ISO/SDC Governance/Billing Migration/Reporting Analyst-Will need Security Clearance.
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore ourcommitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)
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