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Manager II, Service Delivery Management

Date Posted
4th January 2018
Reference
VAC-27808
Sector
Customer Service & Call Centre, Management
Job Type
Permanent
Location
Kingston
Salary
Not Disclosed

Job Summary

Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers.

Job Description

Purpose:

  • 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:

  • Develops departmental plans, including business, production and/or organizational priorities
  • Interprets internal or external business issues and recommends solutions/best practices
  • Decisions are guided by resource availability and functional objectives
  • Primarily domestic accountability; may include some international 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
    • Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed
    • Reviews and resolves issues affecting Company compliance, legal requirements and client objectives
    • Partners with senior staff in developing and marketing new client programs/services as required
  • 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.

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