Address
Salary 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
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.
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.
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
- 1st & 2nd 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.
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