Job expirat
The role: Service Delivery Coordinator
Purpose of the Role: The Service Delivery Coordinator is responsible for coordinating the steady state service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
The Service Delivery Coordinator is focused on:
• Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
• Developing strong internal and external relationships (KPI: Strong network in place)
• Achieving productivity improvements (KPI: Value for customer, enhanced margin and P&L performance)
• Assisting the Service Delivery Manager in the transforming and growing the business (KPI: Further profitable service revenue)
Key Role Tasks and Activities:
• Act as a customer and internal point of contact for assigned contracts
• Responsible for the effective management of external / internal queries / escalations
• Support the maintenance of the MPS XSM asset management database
• Liaise between customer and Order Management for MACD activity & requirements
• Responsible for the end to end MACD.
• Maintain necessary documentation of process’ on customers contracts
• Responsible for the environmentally friendly disposal of all consumables and equipment
• Responsible for Monthly Manual Meter Read Collections and Invalid Read Escalations
• Responsible for monthly billing reconciliation
• Support the data accuracy levels in XSM database.
• Provide necessary support for price reviews
• Build customer relationship
• Other duties as required
Essential Experience
• Excellent communication skills
• Expert knowledge of Microsoft Office Products
• Proven track record in the delivery of high quality customer service
• Detailed knowledge Xerox Office Product environments
• Good technical knowledge of Xerox products and solutions and how they can be leveraged across key business processes
• Systems and IT literate
• Experience working in a shared services environment
• Proven ability to work as part of a flexible fast changing environment
Competencies:
Desirable Experience:
• Good commercial awareness
• People Management Experience
• Demonstrable ability to operate at prime customer contact level
• Proven experience of delivering complex projects
• Formal Project Management methodology training (PMI / PRINCE2)
• 2nd language
• Lean 6 Sigma Qualification
Additional Requirements:
• Willingness to travel
Relationships:
• Finance - Xerox Technical Communities – Service Desk- Service Delivery – Commercial – Supply Chain – Transition and Asset Management Coordinator
• Customers - Third Party Suppliers
With sales approaching $23 billion, Xerox (NYSE: XRX) is the world’s leading enterprise for business process and document management. Its technology, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Headquartered in Norwalk, Conn., Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. The 140,000 people of Xerox serve clients in more than 160 countries.
