Service Delivery Coordinator French

Full time
Iasi, Romania
Posted 7 months ago

•         Responsible for coordinating the steady state service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
•         Delivering service that meets SLA and delights the customer
•         Developing strong internal and external relationships
•         Cost control through a proactive financial approach

•         Assisting the Service Delivery Manager in the transforming and growing the business satisfaction.

Operational responsibilities
  • Act as a customer and internal point of contact for assigned contracts
  • Be responsible for the effective co-ordination of external / internal queries / escalations
  • Ensure feedback from the client is sent to the management team to drive the improvement of services
  • Support of asset management database to agreed data quality levels
  • Carry out quality checks to ensure quality standards are maintained
  • Track the performance against SLAs and KPIs;
  • Centre of competence on XDM, XSM and XRM;
  • Act as a centre of reference for Xerox systems (XSM, XDM, XRM)
  • Responsible for coordinating end to end MACD  Move Add Change Delete
  • Liaise between customer and Xerox Supply Chain and logistics teams.
  • Maintain a Process and Procedure manual
  • Plan Service Improvement, including Root Cause Analysis
  • Coordinate and gather Financial data for monthly billing reconciliation
  • Contribute to the P&L performance through cost control and innovation
  • Have general knowledge of Xerox’s structural workings and what we sell
  • Provide necessary support for contract change management
  • Adhere to agreed processes
  • Maintain customer relationships
  • Participate in team meetings and general inputs in day to day improvements
  • The management of emails, phone calls to be done professionally and timely
  • Maintain standards when using Hub sites.
  • Other duties as required

 Essential Experience

  • Excellent communication skills
  • Excellent organizational skills
  • Problem solving skills
  • Project Management training (Basic)
  • Good knowledge of Microsoft Office Products
    • XL
    • Word
    • Power Point
    • Outlook
    • Visio
  • Proven track record in the delivery of high quality customer service
  • Proven ability to work as part of a flexible fast changing environment
  • Fluent in French and English


Desirable Experience

  • Good commercial awareness
  • People Management Experience
  • Demonstrable ability to operate at prime customer contact level
  • Proven experience of delivering complex projects
  • Lean 6 Sigma Qualification (or similar)
  • ITIL (or similar) to minimum foundation level
  • Process and Quality Management

Additional Requirements

  • Willingness to travel

Primary Location



 Yes, 25 % of the Time

Employee Status


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Job Features

Job CategoryIT

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