Service Delivery Manager

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

Job Summary:

As part of our continued expansion, Xerox IT Services requires an IT Service Delivery Manager to join our Client focus team.

The IT Service Delivery Manager has overall responsibility for the IT service desk function responsibility for our client including all engineer resource development as well as the responsibility of customer major incidents, problem management, service requests and change requests & Capacity/Release management, Risk Management, Continual Service Improvement.

The primary function of the role is to work alongside the Service Desk Manager to manage the day to day running of the Service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required.

The IT Service Delivery Manager will also need to perform in depth statistical analysis on engineer resource KPI’s with the Service Desk Manager and identify ticket trend analysis to proactively make major changes to reduce ticket volumes and improve efficiency of all IT Service Desk Functions.

The IT Service Delivery Manager will also need a budgetary focused mindset to ensure maximum service value and profitability for our customers as well as the service desk. As well as a huge focus on longer term service desk strategy for staffing and development.

Working with their Service Desk Manager to develop the team structure in line with Xerox and the customer’s needs, recruiting, training, coaching and mentoring staff as required.

The IT Service Delivery Manager acts as a point of escalation for incidents and changes so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high priority incidents is a key part of the role.

Working with Pre-Sales and the Sales teams to provide support on new business opportunities off of the back of service reviews and report analysis, the role is also responsible for managing the new client service transition process for the service desk.

Developing and building relationships with customers to retain business is a key part of the IT Service Delivery Manager role. This is achieved via constant customer communication, responding to feedback, service review meetings and regular reporting.

For the benefit of XITS, the IT Service Delivery Manager must continuously gauge customer satisfaction and providing data and reports indicating performance against SLA and trend analysis to Senior Management.

The role expects a proactive ‘team player’ mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive.

General Responsibilities:

As part of the dedicated client team for IT Services you will be expected to participate fully in:

• Actively chase suppliers or resolution groups for resolution to incidents or problems.

• Maintain and monitor system and infrastructure performance across the stack.

• Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks.

• Act as a technical Quality Assurance gate for design and project operational onboarding.

• Develop operational run books and knowledge base information .

• Work as part of a team to implement/design new solutions.

• Working with 3rd line resources across XITS to resolve or escalate problems.

• Act as an incident escalation point within in an ITIL Service Desk environment.

• Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency.

• Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap.

• Ensure infrastructure is secure and meets security guidelines.

• Develop and maintain run books. Ensure configuration documents are up to date.

• Ensure service processes for change, configuration and problem management are always adhered to.

• Raise Change Requests and attend Change Advisory Board where needed.

• Visit datacentre and branch offices to perform site audits

Essential Qualifications, Skillsets & Abilities:

• At least seven years’ experience working in a customer facing IT support environment

• A high level understanding of IT and networks (desktops, servers, printer hardware, network devices)

• Proficient in the use and support of:

• Microsoft Office

• Microsoft Windows client

• Microsoft Windows Server

• Active Directory

• DNS, DHCP

• Office 365

• Microsoft Entra

• Intune and Security

• Remote Desktop

• VMWare ESXi

• Email Relay and antispam

• SonicWALL

• HP, Dell Server, SAN and network hardware

• Team worker and ‘can do’ attitude

• Excellent customer facing, communication, interpersonal and presentation skills

• Strong analytical, logical and troubleshooting skills

• Full clean driving licence