Service Delivery Specialist with German Contrat : CDI

HCLTech is a global technology company, home to more than 220 755 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2024 totaled $13.8B. To learn how we can supercharge progress for you, visit hcltech.com.

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Service Delivery Specialists objective is to provide excellent customer service to a specific set of complex tier accounts by tending and anticipating customer's fleet needs, increasing SLA productivity, improving/creating, customer reporting, analyzing data, and tracking assets. The main purpose is to provide information to enable the account team to identify opportunities that will drive cost savings and ultimately retain clients for life. They are also responsible for providing overall support to SDM's and undertake various specialized tasks such supply ordering, break fix scheduling, system fleet additions, moves and removals and fleet reconciliations. The account aligned business support specialist is responsible for understanding firm policies, procedures, and business priorities that will allow them to support business objectives and change initiatives. Ultimately the Account Aligned Service Delivery Specialists are to be considered the Subject Matter Experts on Xerox' device performance related processes, system management, reporting and technology capabilities for internal and external customers. Strong time management skills are essential for excelling in this role.

Contract Management
• Manage effective communications with internal and external customers.
• Effective, efficient resolution of problems/issues, leveraging internal resources.
• Timely and prompt response and resolution to problems/issues.
• Works in close partnership with sales and delivery partners to support reporting requirements within the sales/delivery operations.
• Know and understand service offerings for accounts within scope.
• Work with external service partners and consumables suppliers to support client deliverables, and to remediate any issues in the delivery process.
• Provide necessary support for contract change management.
• Ensures effective shared mailbox management.
• Management of emails, phone calls to be done professionally and timely.
• Actively contributes to team focused on ensuring complex office environments and business processes are running smoothly.
• Share ideas, helps solve problems, and provide recommendations so that the account teams can drive performance. The SDS will document actions, communicate status, and acknowledge those items brought to closure.
• Drive standardization and consistency across their account engagements & foster process improvement opportunities.
• Support QBR/CCM process in preparation for the client. Support custom client reporting if included in SOW.
• Liaise between customer and Xerox Supply Chain and logistics teams.
• Maintain a positive work atmosphere by acting and communicating in a manner that promotes cooperation with customers, collaborators, vendors, co-workers, and management.
• Have a clear understanding of delivery SOP.
• Support the account team to attain the expected revenue and margin performance of aligned accounts through deliverables.
• Develop custom client reporting based on defined account strategy.
• Keep a constant process improvement mindset.
• Analyze existing processes and tools, with the goal of identifying gaps and opportunities for improvement.
• Ensure that internal and client-facing implementation-related documentation is complete and current.
• Ensure continuous learning with regards to new products and enhancements, and their account integration
• Constantly work with multifunctional teams

Asset Management
• Provide asset management support through the ownership and management of different systems.
• Document actions, communicate status and acknowledge those items brought to closure.
• Become a subject matter expert on reporting, process, and technology capabilities.
• Accurate fleet data analysis and reporting delivered at required timelines.
• Accountable for the integrity of the asset database(s).
• Support all EPS/MPS Technology requirements i.e.: MAS ticket, Client ticketing system (Service now etc.), Equitrac and other accounting software. Analysis of DRA’s etc.
• Support equipment asset management within the account.
• Support business to enable achievement of SLAs and financial targets.
• Provide support for technical deliverables.
• Provide input/data and advise SDM’s on device usage, unused devices, stored devices, and other opportunities to improve device utilization.
• Identify opportunities to increase effectiveness of meter and alert detection systems and identify networked devices that are not communicating properly.
• Review/analyze reporting results and ensure reporting reflects actual machine performance, MACD activities, SLA performance and volume usage.
• Be a subject matter expert on reporting, process, and technology capabilities.
• Device management within tool suite for nominated accounts (proactive database maintenance, system updates, MACDs, connectivity management, etc.).
• Provide account team with SLA reporting, dashboards, retention data, volume trends, fleet metrics, meters, incidents, and device performance from XOS tools / XSM / XRM and other sources.

ADHOC
• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvements.