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
Continual Service Improvement
Impacting change to all of the above.
Documentation & audit
Provide daily Management Information relating to:
Service Level Management
Provide weekly Management Information for the following:
Provide management of third party suppliers including:
Courier management - for the provision and collection of all recyclable consumables
Xerox engineer management, monitoring: SLA performance
Technical exchange process
Audit of parts usage
Xerox CSO relationship (engineer community)
Provide consumable management
Ensure stock availability for all consumable products on the customer estate, based on monthly volume
Reduce risk of revenue loss by ensuring consumable yield measurement (units vs volume) is in place and running at >85% plan
Work with technical and consumable supply chain to ensure new product introduction runs smoothly
Attend regular reviews with the third party courier to produce summary of waste collections and flag sites where non-compliant
Be centre of competence in the development and implementation of automated consumable
Provide Management of Chargeable activities
Own the month end incremental chargeable data
Provide management of Hard disk drive (HDD)
Provide management of Sustainability
Own plans and reporting for all areas of sustainability measures
Provide support to the transition team
Attend pre-transition meetings to support Project Managers in rationalisation activity under FMO (where required).
Work closely with Programme & Project Managers to ensure service readiness for all proposed fleet changes.
Work with product portfolio manager to ensure all engineering, helpdesk and consumables communities are ready for new product introductions.
Support training on all products to Service Desk.
Work with all relevant parties to ensure SLAs are measurable and achievable.
Support the development of supplier agreements to ensure that service levels are achievable
Support the creation and testing of business continuity processes
Support customer and colleagues and be a fully integrated member of the central government contracts, participating in team meetings and events.
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
Educated to A-level standard, or equivalent experience
Excellent communication and interpersonal skills
Able to motivate and supervise a team
Ability to analyse relevant information to make quality decisions
Ability to build and develop relationships with people at all levels
Competent in the use of MS Office suite