• Manager II , Service Delivery Management Jobs in Mumbai,India

  • Xerox India Ltd
  • Save Job
  • 0 - 3 Years
  • Posted : above 1 month

Job Description:

Manager II, Service Delivery Management (Service Delivery Manager) ( Job Number 19003053 )


Xerox Corporation (NYSE XRX) is an $11 billion technology leader that innovates the way the world communicates, connects and works Our expertise is more important than ever as customers of all sizes look to improve productivity, maximize profitability and increase satisfaction We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them We understand whats at the heart of work and all of the forms it can take We embrace the increasingly complex world of paper and digital Office and mobile Personal and social Every day across the globe in more than 160 countries our technology, software and people successfully navigate those intersections We automate, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace

Learn more at wwwxeroxcom and explore our commitment to diversity and inclusion!


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

Delivery of service that meets SLA and delights the customer
Developing strong relationships and teams

Supporting the achievement of productivity improvements

Contributing to service transformation and business growth


The work undertaken by the role holder is completed in line with the Service Level Agreement and Statement of Work relevant for the customer The role typically has people management responsibilities


Ensure an efficient operation of the service delivery unit by maintaining Xerox governance standards

Plan and control the production of work by fully utilizing the equipment and resources and by producing work by the most economic method, ensuring maximum profitability is achieved and customer requirements are met

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

To manage, coach and develop relevant Service Delivery Operations staff

Ensuring the clients service requirements and SLAs are understood by the whole team and implemented

Supporting operational team to achieve SLAs

Track the performance against SLAs and KPIs (eg value add, cost savings, conversion to digital, rationalization, consolidation, VAT savings etc)

Carry out quality checks to ensure quality standards are maintained

Liaise with key customers and suppliers

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

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



Previous experience in customer facing service delivery roles

Ability to negotiate and work with senior client managers

Familiarity with relevant service offers

Proven people management skills

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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Consumer Durables/FMCG, Manufacturing/Industrial
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 11th Mar 2020

Key Skills:

Company Profile:

Xerox India Ltdarfix

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