Service Delivery Manager

　　General Information

　　Press space or enter keys to toggle section visibility

　　City

　　Bristol

　　State/Province

　　Bristol

　　Country

　　United Kingdom

　　Department

　　Service Delivery

　　Date

　　Thursday, January 18, 2024

　　Working time

　　Full-time

　　Ref#

　　20032235

　　Job Level

　　Individual Contributor

　　Job Type

　　Experienced

　　Job Field

　　Service Delivery

　　Seniority Level

　　Associate

　　Description & Requirement

　　Press space or enter keys to toggle section visibility

　　About Xerox Holdings Corporation

　　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 www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

　　About Xerox IT Services:

　　Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

　　We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

　　A team of 150 IT professionals make up the UK IT Services team.

　　Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.

　　Job Summary:

　　As part of our continued expansion, Xerox IT Services requires an IT Service Delivery Manager to join our Client focus team based out of our Whitchurch Office in Bristol.

　　The IT Service Delivery Manager has overall responsibility for the IT service desk function responsibility for our client including all engineer resource development as well as the responsibility of customer major incidents, problem management, service requests and change requests & Capacity/Release management, Risk Management, Continual Service Improvement.

　　The primary function of the role is to work alongside the Service Desk Manager to manage the day to day running of the Service desk, in the office and in the field, ensuring customer requests are responded to in a polite and efficient manner and faults are resolved promptly or escalated as required.

　　The IT Service Delivery Manager will also need to perform in depth statistical analysis on engineer resource KPI’s with the Service Desk Manager and identify ticket trend analysis to proactively make major changes to reduce ticket volumes and improve efficiency of all IT Service Desk Functions.

　　The IT Service Delivery Manager will also need a budgetary focused mindset to ensure maximum service value and profitability for our customers as well as the service desk. As well as a huge focus on longer term service desk strategy for staffing and development.

　　Working with their Service Desk Manager to develop the team structure in line with Xerox and the customer’s needs, recruiting, training, coaching and mentoring staff as required.

　　The IT Service Delivery Manager acts as a point of escalation for incidents and changes so must have a broad range of technical knowledge with regards to IT infrastructure. Establishing inter-departmental and customer communication channels for high priority incidents is a key part of the role.

　　Working with Pre-Sales and the Sales teams to provide support on new business opportunities off of the back of service reviews and report analysis, the role is also responsible for managing the new client service transition process for the service desk.

　　Developing and building relationships with customers to retain business is a key part of the IT Service Delivery Manager role. This is achieved via constant customer communication, responding to feedback, service review meetings and regular reporting.

　　For the benefit of ITEC, the IT Service Delivery Manager must continuously gauge customer satisfaction and providing data and reports indicating performance against SLA and trend analysis to Senior Management.

　　The role expects a proactive ‘team player’ mentality and professionalism at all times. The role will play a key part in ensuring that we anticipate issues before they arise and resolve issues where we are forced to be reactive.

　　Main Duties:

　　Provide problem management and technical analysis

　　Proactively look to develop existing solutions to improve resiliency, availability, and performance.

　　Chair CAB / Problem / CSIP Meetings

　　Chair Monthly Service Reviews

　　Working Relationships:

　　2nd & 3rd Line Engineers

　　Service Desk Manager

　　Application Manager

　　Infrastructure & Platforms Manager

　　Client Success Manager

　　Infrastructure Technical Specialists

　　HR Department

　　General Responsibilities:

　　As part of the dedicated client team for IT Services you will be expected to participate fully in:

　　Actively chase suppliers or resolution groups for resolution to incidents or problems.

　　Maintain and monitor system and infrastructure performance across the stack.

　　Provide infrastructure forecasting reports to pre-empt performance / capacity bottlenecks.

　　Act as a technical Quality Assurance gate for design and project operational onboarding.

　　Proactively identify areas for improvement in conjunction with the Enterprise Service Delivery Manager.

　　Develop operational run books and knowledge base information

　　Proactively work with the client as a part of an extended technical team.

　　Work as part of a team to implement/design new solutions.

　　Working with 3rd line resources across ITEC to resolve or escalate problems.

　　Act as an incident escalation point within in an ITIL Service Desk environment.

　　Develop & document standards for automation, standardisation & optimisation in all service as part of best practice to optimise workflows and cost efficiency.

　　Identify new technologies with the Technical Design Authority that could contribute to the client’s technology roadmap.

　　Ensure infrastructure is secure and meets security guidelines.

　　Mentor team members on best practice.

　　Develop and maintain run books. Ensure configuration documents are up to date.

　　Ensure service processes for change, configuration and problem management are always adhered to.

　　Raise Change Requests and attend Change Advisory Board where needed.

　　Be professional and courteous to colleagues and the clients.

　　Visit datacentre and branch offices to perform site audits

　　Required Experience:

　　At least seven years’ experience working in a customer facing IT support environment

　　A high level understanding of IT and networks.

　　Knowledge of desktop, server and printer hardware and their components

　　Knowledge of network devices and their roles

　　Proficient in the use and support of:

　　Microsoft Office

　　Microsoft Windows client

　　Microsoft Windows Server

　　Active Directory

　　DNS, DHCP

　　Microsoft Exchange

　　Office 365

　　Microsoft Azure

　　Remote Desktop

　　VMWare ESXi

　　Server Clusters and SAN topology

　　Email Relay and antispam

　　SonicWALL routers

　　HP, Dell Server, SAN and network hardware

　　Nimble SANs

　　Excellent customer facing, communication, interpersonal and presentation skills

　　Strong analytical, logical and troubleshooting skills

　　Full clean driving licence

　　Desired Experience:

　　Proficient in the use and support of:

　　Mac desktop OSX

　　Citrix XenDesktop and XenServer

　　Veeam

　　Symantec Backup Exec

　　Fortigate Firewalls

　　Sonic

　　Strong verbal and written communication skills

　　Microsoft MCSA, MCSE

　　Citrix CCA, CCP, CCE

　　VMWare VCA, VCP, VCAP, VCIX, VCDX

　　ITIL foundation

　　IT related degree

　　Dimensions and Future Opportunities:

　　Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation. We are growing in terms of breadth and depth of services, as well as in terms of geographical reach – with European expansion on the horizon.

　　The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.

　　This role will be crucial in informing the architectural team of the integrity and vision of the future development of the infrastructure.

　　#LI-HYBRID

　　#LI-LL1

　　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, 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 www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity 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 [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.