Emplois actuels liés à Service Delivery Specialist - Rabat, Rabat-Salé-Kénitra - HCLTech

ontract 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 thesales/delivery operations.Job DescriptionService Delivery Specialist III
• Know and understand service offerings for accounts within scope.
• Work with external service partners and consumables suppliers to support client deliverables, and toremediate 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 processesare running smoothly.
• Share ideas, helps solve problems, and provide recommendations so that the account teams can driveperformance. The SDS III will document actions, communicate status, and acknowledge those itemsbrought to closure.
• Drive standardization and consistency across their account engagements & foster process improvementopportunities.
• Support QBR/CCM process in preparation for the client. Support custom client reporting if included inSOW.
• Liaise between customer and Xerox Supply Chain and logistics teams.
• Maintain a positive work atmosphere by acting and communicating in a manner that promotescooperation 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 accountsthrough 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 forimprovement.
• 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 accountintegration
• Constantly work with multifunctional teamsAsset 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 otheropportunities to improve device utilization.
• Identify opportunities to increase effectiveness of meter and alert detection systems and identifynetworked devices that are not communicating properly.
• Review/analyze reporting results and ensure reporting reflects actual machine performance, MACDactivities, 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, systemupdates, 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. Managed Print Services solutions knowledge (Fleet management.).Preferred Possess strong understanding/ knowledge of equipment in fleet within the account (Xerox& NX).Preferred: In depth understanding of all XOS software components (XDM, XSM, XRM, XSP).Preferred: Knowledge of EPS Office offerings / knowledge of XOS tool suite.Preferred: Strong analytical thinking/skills; Demonstrated ability to understand financial analysis,planning and control reporting.Preferred: Ability to assess issues, define causes, and prioritize/execute solutions – problem solvingskills.Preferred: Proven/demonstrated self-initiative, ability to work independently & in team environment,self-motivated and results oriented.Preferred: Strong presentation, listening, organizing, and planning skills; Highly proficient in timemanagement, planning & prioritization.Preferred: Self-motivated, ability to work independently.Preferred: Operational experience with medium size / complexity service contracts.Preferred: Understand the breadth of Xerox products, solutions, and services (key offerings) and theresources that support delivery of the services (XPS, XOS, EPS, XDM/XDA, XSM, XRM, etc.).Preferred: Project coordination/management knowledge.Preferred: Background in data analytics, software development, programming, data processing, datamanagement, business intelligence, data warehousing, or similar. HCLTech is a global technology company, home to more than 219,000 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 June 2024 totaled $13.4 billion. 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.

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