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Overview
Overview
The Delivery Operations Manager role focuses on three core areas: Cost, People, and Client.
Key Responsibilities
Cost Management
* Full Profit and Loss (P&L) responsibility, managing all cost impacts.
* Identify and implement innovative cost-saving initiatives.
* Drive continuous improvements to manage costs and increase margins, providing auditable evidence of savings across the client base.
* Oversee month end invoicing activities to ensure all chargeable items are billed and all invoices are accurate
People Management
* Lead and manage a team of 30 employees across multiple client locations.
* Oversee hiring, recruitment, and onboarding to ensure optimal staffing levels aligned with service requirements (SLA/KPI).
* Develop and implement staff training, development, and talent management programs.
* Ensure compliance with Group Policies and procedures, including Health & Safety, Ethics, and Information Security.
* Manage holiday, vacation, and absence coverage to maintain consistent service levels.
* Lead resource and capacity planning efforts.
Client Management
* Manage day-to-day delivery operations and ensure client satisfaction.
* Ensure strict adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
* Act as the primary point of escalation for client issues, providing expert problem management and root-cause analysis.
* Lead Service Delivery Improvement projects to enhance service quality and internal process efficiency.
* Identify and pursue opportunities to grow and expand client relationships.
* Work with support teams to prepare monthly Management Information packs and Quarterly review packs.
* Present monthly account reviews to the customer
* Act as the point of contact for all device change requests
Additional Requirements
Security Check (SC) clearance is a requirement for this role.
Closing date for applications: 19.09.2025
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management and Manufacturing
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