AutoReqId 5332BR
Common Job Title Global Service Delivery Executive
Primary Work Location IL, Chicago
Employee Classification: Regular Full-Time


Job Description:



Global Service Delivery Executive plays the lead role in implementing global solutions, ensuring effective delivery in large accounts and in helping to expand business in global accounts. The Global Service Delivery Executive is the client facing service delivery leader of the account and is directly responsible for managing customer satisfaction and Xerox profitability in specific named accounts.
The Global Service Delivery Executive also develops strategy and provides leadership and direction for the client enterprise, setting and meeting objectives at the executive level for rollout of XGS services across functions on a global basis.


Global Service Delivery Executive owns the delivery of service to a strategically important global customer with cost budget typically in excess of $15 million per annum.
Global Service Delivery Executive is required to be: Service Transition and Delivery Leader (50%), Business Manager (30%) and Relationship Manager (20%), for the global account in two or more regions.
The role will have significant leadership and people management responsibilities, often in a matrixed, virtual team environment.


· Owns delivery of serviceto a strategically important global customer with cost budget typically in excess of $15 million per annum
· Provides a focus forSLAmanagement and customer satisfaction across the relevant customer base. Ensures the information systems and the review structures for SLAs and client satisfaction are in place and effectively used
· Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Being able to evidence these savings across relevant customer base
· Provides leadership and supportfor new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
· Leads the activities of service delivery teams to ensure budgets are managed effectively and that opportunities for leveraging economies of scale across XGS - and geographic boundaries - are maximized. Advices others on the most efficient and cost effective ways to implement and deliver serviceto maximize profitability
· Champion of service delivery best practice, reviews and processes in line with XGS Service Delivery governance guidance
· Provides expert problem management support to the most difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followedthrough with any learning applied for future benefit
· Takes a strategic perspective to anticipate future challenges within the industry and identifies the implications for service delivery, including likely future capability and resource requirements. Leads on continuous improvement and innovation of service delivery processes and standards across the business
· Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual' service team, including other Xerox service partners and suppliersto ensure a seamless end-to-end delivery of service for clients
· Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability
· Directly coaches and manages service delivery managers(as appropriate to the country, client accounts and lines of business)
· Leads, motivates, mentors and develops service delivery managers and their teamsdirectly and/or indirectly to build business capability. Ensures high caliber people are in the right roles in service delivery management continuously improving the caliber of people through selection and development activity
· Maximizes same account growth opportunities
· In conjunction with the Service Development, Sales and other stakeholders stimulates & defines requirements for new services. Ensures such offerings are professionally introduced, accepted and deliverable



Requirements:

1. University degree with significant industry experience in computer science or business administration or a related field
2. Significant experience of IT, service delivery or consulting coupled with strong people management experience, projects and client interaction experience including leading a team to plan a complete project with financial P&L responsibility
3. Background as a seasoned service delivery and/or consulting professional who has demonstrated the ability to build executive level relationships and manage multi-million dollar client accounts
4. Proven track record in communicating strategic value propositions at the enterprise level and guiding large-scale contract operations in accordance withprofessional standards while meeting or exceeding client satisfaction and financial targets.
5. Knowledge of project management principles including proficient use of relevant project management tools
6. Demonstrated and documented industry-specific experience and credentials including knowledge and expertise in methodology (i.e. e.g. Lean Six Sigma, PMI, ITIL)
7. Demonstrated ability to work collaboratively - and lead - in a matrix management environment.