Xerox Service Improvement Manager - 6 months contract in Iasi, Romania
To work alongside the Head of MAS for MPS capability with direct ownership for key programmes.
Pro-actively drives programmes within MAS Global Remote Support Operations MPS Capability. MAS Global Remote Support Operations covers programmes that span the entire Managed Print Service Offering with North America, Europe and the Developing Markets (NAO, IO & DMO).
These programmes will involve interface and co-ordination with the NAO, IO and DMO Countries, Global Teams and key Value Chain Partners (e.g. GCC, CSO etc), working with Customer and Supplier relationships.
To lead programmes with NAO, IO MPS Capability scope. To deliver programmes to scope and timescales outlined. To co-ordinate and manage programme Stakeholders for action implementation and programme review
Makes revisions to policies, processes, procedures and plans where necessary. Develops and propagates knowledge of improvement actions to improve organisational learning.
Creates and Manages Service Implementation Plans (SIP’s) to realise improvements. Considers Customer, Xerox and External (e.g. legislation / compliance) requirements.
Measures, reports and communicates progress of on service improvement initiatives.
Responsible for establishing processes, at a capability level and in line with GSDM Model.
Overseeing key programmes for the MPS Capability, in line with capability goals. Providing review, updates, Risk management and mitigation, programme reporting (KPI: Programmes delivered within agreed timescales and to agreed Goal)
Overseeing the successful resolution of high profile client service delivery problems associated with service delivery or service transformation across MPS Capability client base
The role has significant virtual leadership responsibilities of diverse teams - including in a matrixed, international, environment. Interface with diverse teams and requires ability to challenge the status quo and drive change. Country Engagement will require understanding of and ability to remove cultural and linguistic barriers.
Supports MPS Application Support in Rightshore location(s) via the defined matrix structure
Programme manages - and monitors the implementation of - process standards within relevant MPS Capability account base in line with Service Excellence direction. The consistent implementation of best practice processes provides a foundation for enhanced quality of service at best cost
Driving programmes that deliver service improvement, service innovation and productivity improvements resulting in enhanced value for customers and protecting margin for Xerox
Unblocking and removing barriers for within programmes to drive delivery of service that meets SLA and delights the customer
Is able to align client expectations with the Xerox service delivery capability and service improvement initiatives, able to effectively communicate internally and externally
Provides expert problem and major incident management leadership to difficult, high profile issues
Champion of MPS application SIP reviews and processes in line with Service Delivery governance guidance
Where service improvement is required, ensures that a clear plan is established, and agreed with the appropriate parties on how to move forward consistently
Oversees and monitors that – when relevant – the responsible parties implement corrective action plans and follow these through to successful resolution
Ensures and monitors that root-cause analysis of identified issues is conducted and learning is shared and applied for future benefit
Skills, Knowledge and Abilities
Demonstrable experience of having designed and implemented significant programmes as well as productivity improvements
Demonstrated ability to work collaboratively - and lead - in a matrix management environment
Strong experience of IT, service delivery or consulting
Strong people management experience, projects and client interaction experience
Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)
Strong Project Mgmt skills
Fluency in English ( pref another European Lang)
Good communication skills both verbal and written
Proactive approach and self-motivated to work individually and in a team
Ability to build strong relationships with remote delivery organization and client interface
Ability to engage with cross functional, global and multi-lingual teams for support
Title: Service Improvement Manager - 6 months contract
Requisition ID: 18003113
Other Locations: Bulgaria-Sofia-Grad-Sofia
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.