Service Delivery Executive

Service Delivery Executive

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

I want to join!

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