London, UK, Area Service Delivery Manager, Xerox Service Delivery Organisation, Large Enterprise Operations
On his business group:
My business group manages the delivery of outsourced services and technology services to a wide range of companies; from investment banks, pharmaceuticals, legal firms, communications companies through to retail organisations and manufacturers — many of them household brands. Often these services are delivered across multiple countries, or within multiple regions within one country.
On his role:
As an Area Service Delivery Manager, I have responsibility for a number of clients, primarily financial and professional organisations, with whom we have contracts to manage various services or technology products.
My role is to support and direct my team in supporting our clients and their objectives, and to act as an escalation point for when things go wrong. Our services and contracts need to continually evolve as our clients’ organisations evolve, therefore it is important that we foster these relationships and strive to continually innovate.
On his team:
My team are often based on client sites, managing these services as a core part of the client infrastructure, for example providing Managed Print Services in the headquarters of an investment bank.
The types of jobs in his group:
Many of the roles within my team are client facing and can be either operational, technical or management focussed.
A Manager in my area would typically be responsible for a team of people and one large contract or a number of smaller contracts. They would have responsibility for their own P&L, could be based on a client site and would effectively be responsible for all related service delivery activity in-line with our contractual obligations.
Separately there are roles within my team which provide presentation services or creative design services to customers, translating design briefs into communication material or branding and logo creation, and supporting the creation of pitch-books.
There are more operational roles which involve troubleshooting, customer service, technical support, print production, equipment maintenance and fixing, or software management/analysis.
Additionally we work with back-office roles which support our technology and financial functions, our HR and recruitment functions.
Best part of his job:
Working with my clients and my team. I enjoy being constantly challenged by our clients’ objectives and being rewarded by the performance of my team in delivering them.
This translates into what I find inspiring: the people I work with. Every day is different and within Xerox there is always the opportunity to work with different areas of the organisation, to meet new people and to find out what they do – I am constantly learning more about the organisation each day.
Biggest benefit Xerox offers:
An enjoyable career in which you will engage with like-minded people, be constantly challenged, work within a supportive and collaborative culture, have many opportunities for progression and actually feel like you can make an impact.
Proudest career achievement:
Being able to create opportunities and promote people within my team who have demonstrated fantastic ability and talent. Xerox has helped support this through creation of development programmes, secondment schemes, succession planning and through the investment in training and actually the investment in their people.