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Xerox Service Delivery Analyst in YW, United Kingdom

Service Delivery Analyst

Xerox Corporation (NYSE: XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.


Service, Asset, Configuration Data & Delivery Associate is required to support successful delivery of Managed Document Services to our customers.

The incumbent will be the single point of contact for reporting and a number for ITIL Service Operation processes including Incident Management, Problem Management, Service Level Management, Knowledge Management, Event Management, Service Asset & Configuration Management, Capacity Management and Billing.

The team is leveraged across several central/local government contracts with each team member focusing on some of the ITIL principles across multiple accounts.

The main responsibilities could include:

  • To ensureall contracted SLAs (Service Level Agreements), OLAs (Operational-LevelAgreements) and KPIs (Key Performance Indicators) are measured and achievedwith the associated Management Information produced within the requiredtimescales

  • Assetmanagement of devices across numerous contracts ensuring accurate control ofasset, asset status, location and serviceability within scope of the servicethrough audit activity and quality checks and maintain a quality control log tosupport.

  • Provide acentre of competence for the ongoing management & delivery of billingmonthly & take responsibility for the resolution of all associated queries

  • Attendservice review meetings and supplier forums as requested.

  • Incidentand Problem Management

  • KnowledgeManagement

  • EventManagement

  • ContinualService Improvement

  • Impactingchange on the day the day to day tasks

  • Documentation& audit

  • Act as apoint of contact for the client for billing and asset management matters.

  • Demonstrateand provide RCA (route cause analysis) and trend analysis on repeated/commondevice problems to reduce queries

Desired Background


  • Asuccessful proven track record gained within an IT/service/customer contactenvironment

  • Experienceof operating within an ITIL environment

  • Advanced PCskills with capabilities of report generation through Microsoft Excel

  • Knowledgeand experience of public sector IT environment – particularly working withinthe ITIL framework

  • Experienceof reprographic and printing equipment

  • MS ReportBuilder, Access and Visual Basic desirable but not essential

About You:

We are looking for a team focused individual with a strong attention to detail along with excellent written and verbal communication. You will be an analytically minded individual with a passion for delivering results in a fast-paced environment. Ideally you will also have;

  • Ability toanalyse relevant information to make quality decisions ability to build anddevelop relationships with people at all levels

  • Strongunderstanding of the principles of Service Asset and Configuration Management

  • Databaseintegrity administration and management experience with the ability to exportand import data for analysis.

  • Proficientin MS Office Suite, primarily Excel, Word and Outlook.

  • Personaldrive and motivation to succeed

  • Demonstrateability to self-develop

  • Role modelin personal behaviour and performance standards

  • Flexibleand able to cope under pressure

  • Goodcommunication skills are required to deal with partners and any experienceworking with non-regional clients would be advantageous.

  • Able toresolve issues under the guidance of our policies, processes and internalcontrols.

  • Attentionto detail to ensure complex customer orders are processed efficiently.

  • Should be ateam player and flexible to assist others when workload is high.

  • Have a highregard for customer satisfaction, with the ability to build relationships andeffectively communicate.

Xerox is an Equal Opportunity Employer and considersapplicants for all positions without regard to race, color, creed, religion,ancestry, national origin, age, gender identity, sex, marital status, sexualorientation, physical or mental disability, use of a guide dog or serviceanimal, military/veteran status, citizenship status, basis of geneticinformation, or any other group protected by law. People with disabilities whoneed a reasonable accommodation to apply or compete for employment with Xeroxmay request such accommodation(s) by sending an e-mail Be sure to include your name, the job youare interested in, and the accommodation you are seeking.

Title: Service Delivery Analyst

Location: GBR-YW-LEEDS

Requisition ID: 19002880