We are looking for a customer focused Service Delivery Executive. Our Service Delivery team plays a critical role in ensuring our customers receive a seamless, proactive, and high-quality service experience. This is a fast-paced, collaborative environment where attention to detail, ownership, and customer engagement are key.
Daily Responsibilities
- Proactively monitor and manage incoming emails, ensuring all queries and escalations are actioned or assigned promptly
- Review incidents within Xerox systems and engage customers on priority or “red flag” service calls
- Maintain ownership of the shared inbox, ensuring all communications are acknowledged and tracked
- Monitor and follow up on outstanding issues to ensure timely resolution
- Review toner usage reports and coordinate with European and global teams to ensure timely supply replenishment
Weekly Responsibilities
- Review Automatic Supplies Replenishment (ASR) status and ensure devices are correctly configured
- Analyse device connectivity reports, identifying and resolving unconnected devices
- Participate in weekly Service Review Calls with the customer SPOC
- Update the MEX tracker and submit for billing review
- Raise PagePack agreements for newly installed devices
- Monitor service delivery performance and flag any deviations from agreed SLAs
- Continuously build product knowledge by reviewing device faults, support materials, and maintenance processes
- Attend Xerox training sessions and webinars to stay up to date with new technologies
Monthly & Ad Hoc Responsibilities
- Support the sales team with special pricing bids and proposals
- Process new business Service Agreements and Rental Agreements
- Raise purchase orders and coordinate equipment deliveries and re-sites
- Work within Xero to manage financial and operational transactions
- Prepare service reports for monthly/quarterly business reviews
- Attend customer calls to discuss performance and service improvements
- Maintain awareness of new Xerox products and service capabilities