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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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