Xerox Operations Manager in United Kingdom

Purpose:

The role holder works as part of the service delivery team that is aligned to one customer. He/she will have focus on the following:

◦ Delivery of service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)

◦ Developing strong relationships and teams (KPI: Strong network in place & people development is evident)

◦ Supporting the achievement of productivity improvements (KPI: Value for customer & enhanced margin)

◦ Contributing to service transformation and business growth (KPI: Further profitable service revenue)

Scope:

This role is based in a new Managed Print Services (MPS) contract within the NHS. Xerox will provide a MPS for approx. 500 devices, over 50 locations in the Birmingham and Solihull area. This contract also includes offsite mailing services for this Mental Health Trust and the potential to deliver additional services, such as a mobile print solution. Locations include priority areas (patient facing critical sites) alongside multiple back office administration areas. An Operations Manager is required to support the Transition phase (delivery and set up service/equipment) and to then manage the on-going service to ensure Service Level Agreements are met for the customer. The role will be based on site at one of the 50 customers locations (TBA). There will be occasional requirements to travel to the other sites and support end users (particularly during Transition period).

The Operations Manager will support the implementation, customer acceptance and day to day management of the new solution.

The role can be demanding considering the critical and sensitive environment, but highly rewarding. You will have an opportunity to develop and implement improved workflows for the Service and, ultimately, increase end user satisfaction.

Primary Responsibilities:

  • Ensure an efficient operation of the service delivery unit by maintaining Xerox governance standards and adhering to NHS Information Governance requirements

  • Support the end users with some technical knowledge of Xerox equipment and the most effective fault resolution - utilising the Xerox technical community

  • Utilise automatic monitoring tools (XSM/CWW) to ensure all toners are delivered to customers without end users needing to raise a ticket

  • Work with the customer to ensure processes are followed by both parties, particularly around consumable replacement

  • Minimise costs of engaging with CSO engineers

  • Support the Service Delivery Manager to improve P&L performance

  • Implement effective workflow processes and strategies developed with the client in partnership with the GDO team, ensuring the most cost effective delivery of services

  • To support the Customers helpdesk staff to ensure accurate triage of tickets

  • Supporting virtual operational team to achieve SLAs - including being the central escalation contact/liaison between the Xerox offshore Service Delivery Centre and the customer

  • Track the performance against SLAs and KPIs (e.g. value add, cost savings, productivity, device rationalisation/optimisation, VAT savings etc.)

  • Carry out quality checks to ensure quality standards are maintained.

  • Manage the Eco-Box process for disposal of used consumables

  • Liaise with key customers and suppliers, including physical walk-around of critical areas and documenting issues found & resolutions

  • Help maintain and develop revenue by providing the full range of services to meet customer requirements and identifying opportunities to extend or introduce new services

  • Involvement in issue resolution for internal and external issues – manage all escalations and respond to the customer in a timely manner

  • Ensure the feedback from the customer is communicated to the team and changes to delivery strategies are implemented where required

  • Support Xerox Service Delivery Management with monthly billing and preparation of monthly Management Information packs (including providing narrative for SLA metrics)

  • Support customer satisfaction surveys and development of metrics to improve SLA performance and perception of service with end users

Candidate Education:

  • Minimum: High School Diploma / (GED) / Secondary School GCSE or equivalent

  • Candidate Background: Skills, Knowledge & Ability:

  • Minimum requirements:

  • Previous experience in customer facing service delivery roles - ideally Managed Print Services

  • Ability to negotiate and work with senior client managers and end users

  • Excellent written and verbal communication skills

  • Familiarity with relevant Xerox service offers

  • Ability to convey concepts and ideas effectively to a variety of audiences

  • Experience working on a busy customer site delivering service led solutions to end users

  • Experience dealing with customer escalations and resolutions

  • Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to accommodations@xerox.com

Job: Service Delivery Management

Organization: North American Operations

Title: Operations Manager

Location: GBR

Requisition ID: 16032879

Virtual/work from home? No