Service Delivery Manager

Purpose:

• Responsible for the management of client relationships and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.
• The purpose will vary according to the type of role:
• SBU: Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities).
• Operations: Plans, manages, and controls the day-to-day activities of a team that provides operational support for a business unit or group in a non-manufacturing environment.
• Account Management: Partners with client(s) to provide product/service solutions, problem resolution and to develop new business.

Scope:

• Adapts departmental plans and priorities to address resource and operational challenges.
• Requires in-depth knowledge and experience.
• Decisions are guided by policies, procedures, and business plans; receives guidance from manager.
• Generally domestic accountability.

Primary Responsibilities:

The main responsibilities will vary according to the type of role:

SBU:

• Acts as the principal client contact, managing the relationship to ensure customer satisfaction.
• Directs and manages the daily operations of one or more SBU’s.
• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.
• Develops budget estimates and manages project/contract to meet revenue and cost projections.
• Determines resource allocation levels to meet project/contract commitments.
• Reviews and resolves issues affecting Company compliance, legal requirements, and client objectives.

Operations:

• Establishes operational objectives and work plans, and delegates assignments to subordinate managers.
• Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise.
• Responsible for achieving measurable results on time and on budget.
• Develop and subsequently implement new projects, policies, and procedures for the department(s) to meet specific goals.
• Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.
• Prepares related reports and audits current procedures to monitor efficiency of operations.
• Ensures that business practices are performed in accordance with Xerox Services policy, procedure, and applicable federal, state, and local laws and regulations.

Account Management:

• Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development.
• Partners with client’s team during budget development and problem resolution.
• Maintains and enhances existing client relationships and ensures customer satisfaction.
• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services.
• Partners with senior staff in developing and marketing new client programs/services as required.
• Analyzes workflow and assignments to ensure efficient and cost-effective operations; develops/implements process and service improvements as needed.
• Provides regular updates to senior management regarding client issues, budgets, etc.