Junior Service Delivery Analyst

Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximise profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what's at the heart of work - and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe - in more than 160 countries - our technology, software and people successfully navigate those intersections. We automate, personalise, package, analyse and secure information to keep our customers moving at an accelerated pace.

Why work for Xerox?

As we evolve our business, we want you to evolve with us. We will not only provide you with the development and support you need to succeed, but a suite of learning platforms and opportunities to help you get to where you want to go. We will encourage you to develop your skills and aspirations whatever they may be.

Overview

A Junior Service Delivery Associate is required to support the successful delivery of Managed Print Services contracts to central government clients. You will be responsible for the production of Management Information and the measurement of key controls working closely with the operations team to ensure the effective delivery of the service and achievement of service levels.

The incumbent will be the single point of contact for reporting and a number for ITIL Service Operation processes including Incident Management, Problem Management, Service Level Management, Knowledge Management and Event Management. In addition you will be required to ensure compliance to the relevant contractual governance & control requirements (ITIL based). The team is leveraged across several central/local government contracts with each team member having a primary focus on a single contract.

Primary responsibilities

• To ensure all contracted SLAs (Service Level Agreements), OLAs (Operational-Level Agreements) and KPIs (Key Performance Indicators) are measured and achieved with the associated Management Information produced within the required timescales
• Attend service review meetings and supplier forums as requested.
• Monitor service delivery performance against relevant contractual governance & control requirements (all ITIL based) with specific focus on the following processes:
• Incident and Problem Management
• Service Level Management
• Knowledge Management
• Event Management
• Continual Service Improvement
• Impacting change to all of the above.
• Documentation & audit
• Provide daily Management Information relating to
• Incident Management/Service Level Management
• Provide weekly Management Information for the following Incident management/Problem Management

Background/Experience:

• A successful proven track record gained within an IT/service/customer contact environment
• Experience of operating within an ITIL environment
• Solid PC skills with capabilities of report generation through Microsoft Excel
• Knowledge and experience of public sector IT environment - particularly working within the ITIL framework
• Knowledge and experience of Xerox or third party reprographic and printing equipment
• Knowledge of VBA, MS Access and VBA

About You:

• Ability to analyse relevant information to make quality decisions ability to build and develop relationships with people at all levels
• Numerate Competent in the use of MS Office suite
• Driving licence flexibility to support and drive additional challenges that come with the start of a new contract
• Personal drive and motivation to succeed
• Demonstrate ability to self-develop
• Role model in personal behaviour and performance standards
• Flexible and able to cope under pressure
• Good communication skills are required to deal with partners and any experience working with non-regional clients would be advantageous.
• Able to resolve issues under the guidance of our policies, processes and internal controls.
• Attention to detail to ensure complex customer orders are processed efficiently.
• Should be a team player and flexible to assist others when workload is high.
• Have a high regard for customer satisfaction, with the ability to build relationships and effectively communicate

Benefits:

• Up to & Including 5 years - 33 days including UK public holidays, rising with further service
• Company Pension
• Discount on dental insurance
• Child Care Vouchers
• Holiday Purchase Scheme
• Life Assurance Cover/Income Protection Scheme/Person Accident cover
• Option to purchase Xerox shares
• My Perks - a discount website for all employee which entitles you discounts on shopping outlets, Cinema, travel, electronics, utilities, and fashion including Apple and Dell, Vodafone.
• Lifeworks - Employee Assistance Programme
• Company Car where applicable for the role