Service Delivery Management

at  Arena Group Ltd

GENERAL INFORMATION

Country
Finland, India, Poland, Romania, United Kingdom
Department
Service Delivery
Date
Tuesday, April 2, 2024
Working time
Full-time
Ref#
20032808
Job Level
Specialist
Job Type
Experienced
Job Field
Service Delivery
Seniority Level
Mid-Senior Level

QUALIFICATIONS:

• Experience with managing customer relationships
• Sales experience with large accounts
• Project management experience preferred
• 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.)
• Client Focus - demonstrating willingness to identify, understand and give priority to meeting the needs of the client
• Results Focus - the drive and determination to achieve objectives, overcoming obstacles to deliver results
• Technical Expertise – applying an in-depth technical expertise to resolve client and Xerox business issues and to address key business drivers

• Maintaining contracted service levels resulting in customer satisfaction, contract commitments delivered within cost targets, overall profit, and revenue growth.
• Managing the use of support functions required to deliver the contract successfully and to SLA, including Facilities, Security, IT, Innovation and Quality
• Allocating and overseeing service requests, incidents, and escalations. Liaising with Xerox teams and 3rd party suppliers for incident resolution
• Continuously improving productivity resulting in increased cost effectiveness and value to customer
• Processes 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.
• Ensuring resources, capabilities, and capacity to meet both existing and new business demand.
• Managing problems and incidents resolution, identifying root causes and addressing these. Acting as primary escalation contact for all incidents impacting service delivery.
• Constantly improving the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers
• Ensuring the client contractual targets and measurements are supported by back-to-back supplier commitments.
• Managing monthly billing process, for both customer and supplier services
• Driving revenue growth through additional services and scope expansion (Value+)