Senior Associate Service Delivery Coordinator

3 months ago

Erskine, United Kingdom DXC Technology Full time

The Service Centre Functional Lead (SCFL) has accountability for the Service Centre delivery into the Client Account. The Service Centre Functional Lead consumes services from within the Service Centre from the various capabilities and therefore does not hold people management responsibilities. They are however responsibly for communicating the goals, strategy and direction of the Account to the team members and therefore ensuring the Capabilities Leads are fully informed on the requirements of the Account both at present and the mid-long-term future.

The Service Centre Functional Lead “consumes” services from the Service Centre and is the interlock for the service into the Site Support Functional Lead who owns the overall service on behalf of Site Support.

The Service Centre Functional Lead is expected to have detailed knowledge of the service delivery requirements and is a point of escalation for the Site Support Functional Lead, Service Centre Team Members, the DXC Account Team and the Client.

The Functional Leads reports into the Service Centre Lead and is expected to have a collaborative relationship with the other Functional Leads which will be demonstrated in knowledge sharing and general support such as absence cover.

**Core Responsibilities**:

- Build and actively maintains relationships with key Account, Site Support, Service Centre and Client stakeholders
- Monitor and drive the service, taking a data driven approach to performance, stock management and SLA management. Produce service management reports and carry out analysis, working with the Capability Leads and Team Members to drive continual improvement into the service
- Ensuring service levels are met and that service level issues are effectively addressed and escalated when necessary to achieve resolution.
- Monitor service metrics to ensure that the contracted service is delivered with sufficient quality
- Manage and maintain any Service Improvement Plans (SIP) that are in place for their allocated accounts.
- Maintain a forecast of stock which has a minimum of a 3-month outlook and align this with the relevant Service Centre and Account POC’s
- Represent the Service Centre on Account and Client calls / communications
- Ensure effective, regular and ongoing communication with all staff.
- Hold regular calls with the Team Members - take an approach of a daily stand up to keep focus on service delivery
- Own escalations through the resolution, maintain an escalation tracker, carry out root cause analysis on escalations and manage corrective actions through to implementation
- Maintain an Account Plan which will include, for example, improvements, growth opportunities, cost reduction/ efficiency opportunities and risks/issues.
- Respond to NSSR and provide solutions and costings to the Site Support Functional Lead, do this via carrying out impact analysis to ensure RUN is maintained at a steady state alongside change requirements being met. Identify requirements, prepare costing and align costing with current costing, agree costing with Site Support Functional Lead
- Undertake Project Management for small sized projects for the Account or oversee delivery of mid-large-scale projects by an assigned Project Manager
- Keep the Site Support Functional Lead up to date and work with them to develop the Account plan. Regular review with them the reporting required for the Account (i.e., stock, asset etc.) and ensure this is both relevant and meetings requirements
- Accountability for the billing to the Account - produce monthly billing and track spend to ensure profitability
- Govern overtime for the Account including tracking, justification and governance with the Capability Leads
- Drive growth opportunities with the Account aligning closely with the Service Centre Lead
- Carry out regular quality checks on tickets and devices via audits of the ticket and quality checklist
- Maintain a statement of work for the service which includes the requirements on the Service Centre for the Account and the agreed costings
- Maintain the Organisational Chart for the Service Centre an periodically publish this
- Report major service risks into the Site Support Leadership Team prior to becoming issues to enable these to mitigated
- Own the Service Centre knowledge base for DEFRA and work with the Service Centre POC to ensure documents are regularly reviewed and updated

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