Senior Delivery Account Manager

Purpose:

Delivery Account Director working within covering multiple top tier customers. The role is a senior delivery manager, responsible for running market leading capabilities within the Xerox portfolio, integrated across operations, highly focussed on customer relationships, and expanding the P&L.

The role is focused and measured on:

Client relationship management across multiple sectors with large corporations, including flagship UK accounts and/or public sector bodies

(KPI: presentation skills, sector knowledge & client feedback)

Excellent communications skills and stakeholder management across all levels from senior executives to operational staff

(KPI: relationship management, effective communication skills with diplomacy in handling issues)

Contract management and delivering service that meets or exceeds SLA ‘s (KPI: SLA achieved, high customer satisfaction, contract understanding and chance control Leadership and people management integrated into the Xerox Leadership principals, establishing a culture of proactivity, talent management and continuous improvement

(KPI: employee feedback, people development, change management and leadership)

Managing financial performance to overachieve targets and productivity improvements

(KPI: value for customer, P&L performance, margin growth, debt management

Transforming and growing the business, driving opportunities and working with Sales teams as an account team to develop across the portfolio

(KPI: further profitable service revenue, additional services, sales feedback)

A representative of the Xerox brand and portfolio to both internal and external customers (KPI: demonstrates breadth of knowledge and understanding of the Xerox capabilities and Strategy) Document Management expertise including but not limited to Printroom Services, Managed Print Services, Capture & Content Services, Customer Communications

(KPI: Demonstrable knowledge of services and experience in this environment)

Scope:

As an integrated part of the Xerox UK & Ireland Service Delivery Management team, this role is responsible for a number of key top tier contracts primarily based out of the South West of the UK and London with a typical annual revenue $8M-$12m. Often working within a client environment but also flexibility to work out of Xerox office and home.

Primary Responsibilities:

Owns delivery of service through service delivery team across a number of services and capabilities primarily focussed on Document Management and Technology Relationship management of all key clients in ‘blue chip’ environments, including senior stakeholders and management of regular contractual meetings Stakeholder management of Xerox internal teams as the account lead including but not limited to Procurement, Billing, Credit Control, Sales, Off-shore teams, Commercial Group, Finance Team and Senior Management Fosters a growth mindset culture, learning from failures and implementing lessons learnd from teams Devise account and terrain strategy working with Sales colleagues, identifying white space, and opportunity to grow the P&L Manage customer escalation and satisfaction across the territory. Ensuring review systems are in place and managed effectively with associated matrix teams. In depth understanding Document Management services such as MPS, Printroom, Scanning Services, Records Management and Content Management, Digital Mail, Mailroom, Document Automation Financial management and effective commercial knowhow to ensure targets are met/exceeded, costs are controlled and constantly assessed, delivery of month-end processes and P&L reconciliation working with Commercial team Leadership and motivation of multiple teams, including matrix teams and experience in people management process including HR, TUPE, restructures, absence management and control, H&S and regulatory compliance and performance management SLA management, incident management and risk mitigation, experience of major incident management and resolution with root cause analysis, corrective actions and lessons learnt Ensure the measurement information systems and the review structure for SLAs and client satisfaction are in place and effectively used Focus on customer satisfaction across the user base with a customer centric approach Ensure the information systems and the review structure in place with Operations for SLAs and client satisfaction are in place and effectively used Implementation and delivery of a continuous service improvement methodology and driving through associated teams and in partnership with Clients Demonstrable improvement of productivity resulting in increased cost effectiveness and value, able to evidence these savings across relevant customer 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 resources, capabilities and capacity to meet both existing and new business demand Ensures robust tools with software and technological platforms are in place to support customer 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 Champions team-working and knowledge sharing across direct team, peers and the wider regional service delivery team Facilitate the creation of contract reporting utilising off-shore and on-shore teams, including management information reporting and quarterly business reporting Effective contract management, supporting SoW creation and working with legal and governance teams to ensure implementation of change control process Responsibility for organisational policy compliance and compliance with client policy including staff vetting, business ethics and information security

Key competencies for the role holder:

Strong client focus - ability to operate at prime customer 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 customer 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 Customers to ensure a best practice approach to their Document Management Thorough understanding of customer’s business and market sector and able to use that knowledge to anticipate how services need to evolve to meet customer requirements Excellent communicator at all levels Systems and IT literate Proven experience of diplomacy, supplier management; experience of successfully integrating customer 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:

Candidate Education:

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

Candidate Professional Certifications:

Relevant professional qualifications e.g. ITIL, Lean Six Sigma (Operational Excellence), PMI, Chartered Management, Prince 2 H&S knowhow or certifications

Candidate Background: Skills, Knowledge & Ability:

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 customer 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 customer 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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