Xerox (NYSE: XRX) is a global business services, technology and document management company helping organizations transform the way they manage their business processes and information. Headquartered in Norwalk, Conn., we have more than 140,000 Xerox employees and do business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents. In Romania, Xerox operates through 3 sites in Iasi, 2 in Bucharest, 1 in Oradea and 1 in Bacau.
Learn more athttp://www.xerox.com/.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today through xeroxservices.jobs or send your application in English directly to
Andreea.Maha@xerox.com
PURPOSE OF THE ROLE:
The Service Delivery Coordinator is responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
THE SERVICE DELIVERY COORDINATOR IS FOCUSED ON:
• Delivering service that meets SLA and delights the customer
• Developing strong internal and external relationships
• Achieving productivity improvements and cost control
• Assisting the Service Delivery Manager in the transforming and growing the business
KEY ROLE TASKS AND ACTIVITIES:
• Act as a customer and internal point of contact for assigned contracts
• Responsible for the effective management of external / internal queries / escalations
• Support of asset management database including data quality
• Responsible for co-ordinating end to end MACD.
- Liaise between customer and Supply Chain for MACD activity & requirements
• Maintain necessary documentation of process on customers contracts
• Maintain Process and Procedure manual specific to the SDC function on a given contract
• Service Improvement Planning including Root Cause Analysis
• Implementation of continuous service improvement across process and procedures
• Contribute to the P&L performance through cost control and innovation
• Co-Ordinate and gather Financial and volumetric data for monthly billing reconciliation
• Provide necessary support for contract change management
• Build and manage customer relationships
• Other duties as required
ESSENTIAL EXPERIENCE
• Excellent communication skills
• Excellent organizational skills (Pro-active planning)
• Problem solving skills through LSS or similar
• Change management process (MACD)
• Project Management training (PMI / PRINCE2 or similar) to minimum foundation level
• ITILL (or similar) to minimum foundation level
• Good knowledge of Microsoft Office Products
- XL
- Word
- Power Point
- Outlook
- Visio
• Proven track record in the delivery of high quality customer service
• Good technical knowledge of Xerox (or other Vendor from same or similar environment) products and solutions and how they can be leveraged across key business processes
• Experience working in a shared services environment
• Proven ability to work as part of a flexible fast changing environment
• Fluent Italian / English
ADDITIONAL REQUIREMENTS:
• Willingness to travel
/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. 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 accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking./
**Job:** *IM Support*
**Organization:** *Xerox (XT)*
**Title:** *Service Delivery Coordinator with Italian and English*
**Location:** *Romania-Iasi-Iasi*
**Requisition ID:** *15025959*
**Virtual/work from home?** *No*