Service Delivery Manager (Sdm I)

Xerox Pittsburgh , PA 15201

Posted 2 weeks ago

Purpose:

  • Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels within an ITIL based PMO structure resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.

  • Oversees and manages the operations of a cross functional PMO responsible for the account (i.e. service delivery, project management, sales, operations, IT, HR, facilities).

  • Operations

  • Plans, manages, and controls the day-to day activities of the PMO team that provides operational ITIL service operations supporting business operations.
  • Account Management
  • Partners with client(s) and other client identified partners to provide product/service solutions, problem resolution and to develop new business
  • Lead and provide daily oversight to an onsite Program Management Office accountable for ongoing service design, service transition, service operations and continual service improvement to include incident and request management, change management, configuration management, problem management

  • Responsible for project management, leadership and execution of a portfolio of Information Technology projects / programs; and ensuring alignment with IT standards and strategies

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

  • Manages integrated cross functional project plans and activates

  • Manages and leads ITIL based operational processes and methodologies

  • Significant responsibility for the work of others and for the allocation of resources.

  • Decisions impact on success of assigned projects i.e. results, deadlines and budget.

  • Anticipate internal and/or external business challenges / regulatory issues

  • Recommend process, product or service improvements

Primary Responsibilities:

  • Directs and manages the daily operations of the account PMO

  • Leads the deployment and change management activities for new services in accordance to ITIL standards and customer expectations.

  • Leads the development and updating of key PMO enablers (e.g., Processes, SharePoint sites, Communication Plan, Organization Charts, Change Request Log, etc.), as directed by the Account Executive.

  • Monitors areas of significant program risk in conjunction with the Leadership Team, manages PMO level and escalated project issues to resolution and provides advice to Account Executive and leadership team

  • Ensures that all necessary project management deliverables are completed consistently and in sufficient detail to provide for adequate management and control.

  • Responsible for coordinating the execution of the project portfolio within scope of the PMO, including management of project interdependencies to ensure smooth overall project/program execution in support of the Account Executive

  • 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

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

  • 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.

Candidate Education/Professional Certifications:

  • Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field

  • Preferred Master's Degree in Computer Science, Information Systems, Business Administration, or other related field

  • PMP Project Management certification

  • ITIL V3 Foundations

  • Preferred ITIL V3 Intermediate or above

Candidate Background:

  • The role requires strong technical, communication and management skills and extensive experience in managing the operations of a business

  • P&L management - cost reduction and revenue management experience

  • Proven people management skills - able to lead and motivate teams

  • Client relationship development experience to build and maintain effective relationships and resolve concerns or problems

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Service Delivery Manager (Sdm I)

Xerox