Xerox Service Delivery Team Leader French in Iasi, Romania

Purpose:

The Service Delivery Coordinator is responsible for coordinating the steady state service delivery to multiple 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

  • Developing strong internal and external relationships

  • Achieving productivity improvements and cost control

  • Assisting the Service Delivery Manager in the transforming and growing the business

Key Role Tasks and Activities:

  • Act as a customer and internal point of contact for assigned contracts

  • Responsible for the effective co-ordination of external / internal queries / escalations

  • Support of asset management database to agreed data quality levels

  • Responsible for co-ordinating end to end MACD Move Add Change Delete

  • Liaise between customer and Xerox Supply Chain and logistics teams.

  • Maintain Process and Procedure manual

  • Service Improvement Planning including Root Cause Analysis

  • Co-Ordinate and gather Financial data for monthly billing reconciliation

  • Contribute to the P&L performance through cost control and innovation

  • Provide necessary support for contract change management

  • Maintain customer relationships

  • Other duties as required

Essential Experience

  • Excellent communication skills

  • Excellent organizational skills

  • Problem solving skills

  • Project Management training (Basic)

  • Good knowledge of Microsoft Office Products

  • XL

  • Word

  • Power Point

  • Outlook

  • Visio

  • Proven track record in the delivery of high quality customer service

  • Proven ability to work as part of a flexible fast changing environment

  • Fluent in French and English

Desirable Experience

  • Good commercial awareness

  • People Management Experience

  • Demonstrable ability to operate at prime customer contact level

  • Proven experience of delivering complex projects

  • Lean 6 Sigma Qualification (or similar)

  • ITIL (or similar) to minimum foundation level

  • Process and Quality Management

Additional Requirements

  • Willingness to travel

Title: Service Delivery Team Leader French

Location: Romania-Iasi-Iasi

Requisition ID: 17004509