Purpose:
• Champions strategies for service delivery that support the strategic needs of the client organization, authorizes allocation of resources for monitoring service delivery arrangements, provides leadership within the industry on the identification of future trends (e.g. technical, market, industrial, socioeconomic, legislative), develops relationships with suppliers at the highest level to identify potential areas of mutual commercial interest for future development, maintains an overview of the contribution of service delivery arrangements to organizational success.
• Sets strategy for management of service delivery resources and promotes the opportunities that technology presents to XIM and Xerox, including the feasibility of change and its likely impact upon the business. Recommend allocation of resources for the planning, development and delivery of information systems services and products. Responsible for IT service delivery governance. Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct. Maintains an overview of the contribution of programs to organizational success. Inspires creativity and flexibility in the management and application of IT. Sets strategy for monitoring and managing the performance of IT-related systems and services, in respect of their contribution to business performance and benefits to the business.
• Influences policy and procedures covering the selection of suppliers, tendering and procurement. Deploys highly developed commercial skills to source and manage external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate. Is responsible for the management and maintenance of the service delivery relationship between XIM and the supplier. Is well acquainted with the key performance indicators and contractual obligations and publishes performance and service improvement results. Leads regular service delivery review meetings for major contracts and suppliers. Contributes to the negotiation of major contracts.
Scope:
Autonomy: Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is held fully accountable for actions taken and decisions made, both by self and subordinates.
Influence: Decisions critical to organizational success. Influences developments within information systems service delivery at highest levels. Advances exploitation of information systems within one or more organizations and/or the advancement of knowledge. Develops long-term strategic relationships with suppliers and industry leaders.
Complexity: Leads on formulation and application of strategy. Work involves application of highest level leadership skills. Has deep understanding of information systems industry and emerging technologies and implications for the wider business environment.
Primary Responsibilities:
• Strategy / Direction
• Sets strategy to support XIMs service delivery goals and promotes the opportunities that technology presents to XIM, including the feasibility of change and its likely impact upon the business.
• Taking account of current and future trends, contributes to policy making at the highest level with respect to the full range of matters including strategic planning, hardware and software procurement, staff development and rewards, choice of methods and standards and the marketing and selling of services and products.
• Influences policy and procedures covering the selection of suppliers, tendering and procurement.
• Business Value / Context
• Maintains overview of contribution of service delivery to organizational success.
• Sets strategy for monitoring and managing the performance of IT-related systems and services, in respect of their contribution to business performance and benefits to the business.
• Ensures that service level agreements, contracts and negotiations with both internal and external suppliers are always aimed at meeting the business needs of Xerox and XIM by providing a value for money service in terms of standards, quality, efficiency, safety, performance and cost effectiveness.
• Operational Oversight
• Ensures that the delivery of systems and services are monitored and maintained to the high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, parameters or contracts.
• Takes responsibility, at the most senior level, within an IT service facility/operational environment, for setting targets, monitoring performance, and managing the service in an efficient and effective manner, for a complete department.
• Ensures that the necessary arrangements are in place to maintain or recover the delivery of systems and services in the event of any physical, technical or environmental disaster or major outage providing continuity of service to the client organization.
• Establishes a quality plan to assess the ongoing success and effectiveness of the process and ensures that any necessary changes are implemented. This may include contract completion/extension analysis, supplier assessment, customer satisfaction surveys, and selection methods validation.
• Ensures that subjective views of suppliers performance by own staff and the customer are taken into account, and monitors the actions taken to maintain and improve the service, including negotiation of changes to the contract or SLA. Publishes performance and service improvement results.
• Leads regular service review meetings with suppliers and meets customer representatives regularly to monitor progress against issues and to ensure that an agreed level of service is maintained.
• Relationships
• Acts as the high-level point of contact between the customer and internal or external supplier organizations, ensuring that users in own organization deal with supplier within the terms and conditions of the contract, and that all communications between suppliers and users within own organization take place effectively, efficiently and in a timely manner. Is the final point of escalation for most significant issues or problems raised by the suppliers, users or own staff, and arbitrates in situations where the team members feel unable to deal with the issue themselves without more senior management support or advice.
• Uses negotiating skills and personal influence to represent XIM at the highest level both externally and internally, formally and informally, establishing confidence and respect both for the functions represented and as an individual.
• Advises and influences business clients and customers at highest level, regarding the delivery, costs, availability and functionality of services and systems. Develops effective partnerships, based on mutual commercial interest for future development. Negotiates Service Level Agreements (SLAs) and performance metrics with major suppliers and business clients.
• Initiates investigations and feasibility studies on behalf XIM. Oversees the specification of services, ensuring that service levels and specifications are negotiated with end user management and suppliers. Typically, has sole responsibility for the service delivery aspects of large to very large size contracts and smaller mission critical contracts, or is head of a team handling larger contracts in excess of five million dollars per annum.
• Authorizes allocation of resources for the planning, development and delivery of major information systems services and products.
• Obtains and manages budgets for the execution of third party contracts, taking responsibility for promoting the products and/or services within own organization. Ensures that invoices from suppliers are checked to establish that they are correct and authorizes timely payments within own authority levels. Where appropriate, ensures that penalties for under-delivery are effectively administered.
Candidate Education:
Minimum Bachelor's Degree Computer Science, Information Systems, Engineering, Business Administration, Contract Administration, Finance, or other related field. Or equivalent work experience.
Preferred Master's Degree Computer Science, Information Systems, Engineering, Business Administration, Contract Administration, Finance, or other related field. Or equivalent work experience.
Candidate Background: Skills, Knowledge & Ability:
Minimum requirements:
Typically has extensiverelevant technical or business work experience.
Full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep knowledge coupled with equivalent knowledge of the activities of those businesses and other organizations who use and exploit information systems. Is able to understand and communicate the potential impact of emerging technologies on organizations and individuals and can analyze the risks of using or not using such technologies. Takes initiative to keep both own and subordinates skills up to date and to maintain awareness of and, in own area(s) of expertise
Has in-depth commercial and technical expertise, often in a variety of environments. Demonstrates the special leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions. Possesses a high level of management skills, with particular emphasis on interpersonal and negotiating skills and the ability to motivate staff. Shows the ability to delegate effectively to more technical staff, whilst maintaining full management control. Has a wide and deep knowledge of the business of the employing organization. Demonstrates a very high level of presentation skill and the ability to communicate confidently with colleagues of a similar management status. Demonstrates knowledge of IT standards and codes of conduct. Shows sensitivity and an awareness of the social, environmental and corporate impact of IT. Inspires others to follow the same high standards.
Has wide and detailed IT knowledge. Displays good inter-personal skills at all levels of contact and in a wide variety of situations. Demonstrates the ability to make, and take responsibility for, sound and far reaching decisions on major technical and service delivery issues. Is familiar with all aspects of Service delivery. Displays up to date knowledge of significant areas of operational and/or development environments. Shows a thorough understanding of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters across all areas of Service delivery. Possesses a thorough understanding of the business and commercial context of the employing organization. Is at ease and effective in dealing with professionals and managers in other disciplines.
Additional Role Requirements:
CROSS DOMAIN
- ITIL
Foundation: Complete prescribed eLearning courses
Intermediate
Advanced: Service Mgmt level certification
SPECIFIC DOMAINS
- Applications (CRM, ERP concepts e.g. Siebel, Oracle, SAP)
- Network Technologies (Routing technology conceptual level, network transmission, wireless, architectures, switching, security, VPN, Internet,
- Collaborative tools
- Messaging
- Contact/Call Centers
- Identity Management
- Client Devices (PC, handheld devices etc.)
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to accommodations@xerox.com
**Job:** *IM Service Delivery*
**Organization:** *Corporate and Applications*
**Title:** *Expert I, IM Service Delivery*
**Location:** *New York-Webster*
**Requisition ID:** *14038284*
**Virtual/work from home?** *No*