Job description:

Program: Xerox Role: Account Aligned Service Delivery
Specialist II
Tower: Delivery Reports to: Service Delivery Team Manager I or II
Track: Service Delivery Management Location: Guatemala/Romania/Portugal/Bulgaria
/India/Morocco
Band Level: E2.1 Schedule: 6AM to 7PM Range (GT) Local Time
9AM to 7PM Range (RO) Local Time
8AM to 6PM Range (PT) Local Time
8AM to 6PM Range (BG) Local Time
8AM to 5PM UK Local Time (IN/MAR)
Role, Purpose, and Scope
Service Delivery Specialists objective is to provide excellent customer service to a specific set of complex tier
accounts by tending and anticipating customer's fleet needs, increasing SLA productivity, improving/creating,
customer reporting, analyzing data, and tracking assets. The main purpose is to provide information to enable the
account team to identify opportunities that will drive cost savings and ultimately retain clients for life. They are
also responsible for providing overall support to SDM's and undertake various specialized tasks such supply
ordering, break fix scheduling, system fleet additions, moves and removals and fleet reconciliations. The account
aligned business support specialist is responsible for understanding firm policies, procedures, and business
priorities that will allow them to support business objectives and change initiatives. Ultimately the Account
Aligned Service Delivery Specialists are to be considered the Subject Matter Experts on Xerox' device
performance related processes, system management, reporting and technology capabilities for internal and
external customers. Strong time management skills are essential for excelling in this role.
Main departmental
relationships:
Client Managers, Virtual Sales Assistants, Shared Services Service Delivery Specialists,
Billers, Pre-billers Service Delivery Associates, OTI, CBRs, Via Xerox
Client/vendor
relationships:
Internal and external stakeholders
Major Responsibilities
Contract Management
Manage effective communications with internal and external customers.
Effective, efficient resolution of problems/issues, leveraging internal resources.
Timely and prompt response and resolution to problems/issues.
Job Description
Account Aligned Service Delivery
Specialist II
Works in close partnership with sales and delivery partners to support reporting requirements within the
sales/delivery operations.
Know and understand service offerings for accounts within scope.
Work with external service partners and consumables suppliers to support client deliverables, and to
remediate any issues in the delivery process.
Provide necessary support for contract change management.
Ensures effective shared mailbox management.
Management of emails, phone calls to be done professionally and timely.
Actively contributes to team focused on ensuring complex office environments and business processes
are running smoothly.
Share ideas, helps solve problems, and provide recommendations so that the account teams can drive
performance. The SDS will document actions, communicate status, and acknowledge those items
brought to closure.
Drive standardization and consistency across their account engagements & foster process improvement
opportunities.
Support QBR/CCM process in preparation for the client. Support custom client reporting if included in
SOW.
Liaise between customer and Xerox Supply Chain and logistics teams.
Maintain a positive work atmosphere by acting and communicating in a manner that promotes
cooperation with customers, collaborators, vendors, co-workers, and management.
Have a clear understanding of delivery SOP.
Support the account team to attain the expected revenue and margin performance of aligned accounts
through deliverables.
Develop custom client reporting based on defined account strategy.