Job Description

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we\'ve expanded into software and services to sustainably power today\'s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at and explore our

PURPOSE:

The role manages a high-profile contract managing multiple service lines across the Xerox Service Portfolio. The role is focused and measured on:

• Client relationship management in a Legal environment, with confidence in dealing with senior stakeholders and strong understanding of the Sector

• Excellent Communications skills across all levels from senior executives to operational staff, building relationships with all key business owners/representatives

• Delivering service that meets SLA and delights the client

• Leadership and focused people management ensuring and matrix management establishing a culture of proactivity and quality service delivery

• Managing financial performance and productivity improvements

• Transforming and growing the business, driving opportunities and working with Sales teams

• A representative of the Xerox brand and portfolio to both internal and external clients

• Knowhow across the Xerox Services Portfolio

SCOPE:

The role holder is an integrated part of the Operations and Delivery Account Management teams, responsible for key contracts based out of London. The role will have a strong relationship management expectation within a client facing environment with a strong opportunity development profile and will additionally have strong leadership and people management responsibilities.

PRIMARY RESPONSIBILITIES:

• Owns delivery of service through service delivery team across a number of services including Creative Services, Managed Print Services Print Room Services and Document Management

• Relationship management of all key clients in a challenging environment, including senior stakeholders and management of regular contractual meetings

• Stakeholder management of Xerox internal customers as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Value Proposition Development, Off-shore teams, Commercial Group, Finance Team, Health & Safety Team and Senior Management

• Creation and ownership of management information reporting and quarterly business reporting working with Off-shore reporting teams

• Creation of account strategy working with Sales colleagues, planning and opportunity development for the account to foster a \'same account growth\' programme

• Provide a focus for client escalation and satisfaction across the organisation. Ensuring review systems are in place and managed effectively.

• In depth understanding of MPS services or Document Management outsourcing including technical knowhow and Best Practice approach to delivery or understanding of these services

• Financial management and effective commercial knowhow to ensure budget plans are met/exceeded, costs are controlled and constantly assessed, delivery of month-end processes and P&L reconciliation

• Management of team related process including HR, absence management, H&S and regulatory compliance, Bradford Factor tracking and performance management

• Provides a focus for SLA management and client satisfaction across the relevant client base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used

• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value, able to evidence these savings across relevant client base

• Confidence and experience in leading presentations and senior meetings with key stakeholders

• Provides leadership and support for new business opportunities where required as an SME. Willing to take an active role in bids and supports the transition and implementation of new business (including new service offers)

• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance

• Ensures resources, capabilities and capacity to meet both existing and new business demand

• Provides expert problem management support to difficult, high profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit

• 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 suppliers to ensure a seamless end-to-end delivery of service for clients.

• Ensures robust tools and - where relevant - technological platforms are in place to support client environment and best service solution

• Leads, motivates, mentors and develops their teams directly and/or indirectly to build business capability. Ensures high calibre people are in the right roles, continuously improving the calibre of people through selection and development activity

• Maximises same account growth opportunities

• Champions team-working and knowledge sharing across direct team, peers and the wider regional service delivery team

• Effective contract management, implementation of change control process

• Responsibility for Health & Safety management in relation to the services and client expectations

• Responsibility for organisational policy compliance and compliance with client policy including staff vetting, business ethics and information security

KEY COMPENTENCIES:

• Strong client focus - ability to operate at prime client contact level typically from senior manager/director level to an operational level

• Demonstrates a breadth and depth of operational service delivery management expertise, preferably within Document Management services

• Demonstrable experience of having designed and implemented significant productivity and transformational programmes as well as client satisfaction improvements

• Strong development focus - advocate of developing employees, teams and the business

• Strong people management and leadership skills

• Experience in matrix management within an operational service delivery or shared services environment

• A \'Passion for Customer Service\' and a demonstration of sharing knowledge to focus others in the same way

• Strong project management and change management skillsets

• Able to influence and educate Clients to ensure a best practice approach to their Document Management

• Thorough understanding of client\'s business and market sector and able to use that knowledge to anticipate how services need to evolve to meet client requirements

• Excellent communicator at all levels

• Systems and IT literate

• Proven experience of diplomacy, supplier management; experience of successfully integrating client and operational requirements into supplier relationships

• Commercial awareness and driven towards business development

• Negotiation and influencing skills

• Trouble shooting skills and incident/problem management

QUALIFICATIONS, SKILLS & KNOWLEDGE:

• Preferably - Bachelor\'s Degree, minimum A-level and HND qualifications

• Significant industry experience in document management, business administration or a related field

• Strong experience of service delivery, IT or consulting coupled with financial P&L responsibility

• Strong people management experience, projects and client interaction experience

• Demonstrable experience of having designed and implemented significant productivity as well as client satisfaction improvements

• Experience in outsourcing bids, from pre-sales to successful implementation

• Demonstrated ability to work collaboratively - and lead - in a matrix management environment

• Experienced in integrating client and operational requirements into supplier relationships, including delivery partnerships

• H&S knowhow and expectations of a manager and relevant certifications

• Relevant language and communication skills

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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 or expression, 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. Learn more at and explore our commitment to diversity and inclusion! People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to talentacquisitionsupport@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

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