The Job

The Service Excellence Manager role is to enhance service management capabilities and the best practice in each LoS which delivers improved service quality, cost and value to the business.  The incumbent is also accountable for building, deploying, assessing and maintaining the Service Management Framework for Service Delivery. More details are as follow.

• Lead a team of consultants to develop and manage the successful deployment of operational practice and process standards for the On-site service delivery teams ensuring compliance, for the service offering of printing/scanning/BPS.
• The consistent implementation of industry and FujiXerox best practice processes compliant with industry standards (e.g. ITIL, ISO9001, ISO20000, ISO27001, COBIT, SAS70, etc).
• Implements a rigorous operational readiness review process for adoption by all Service Delivery organisation including measurement of client experiences.
• Defines the optimal organisation structure and roles for On-site delivery units ensuring lean, standard and scalable delivery organisation that fully exploits our offerings and capabilities.
• Supports external and internal audits and assessments.
• Supports the development and review of service contractual content.
• Deliver and implement strategic projects and programmes within agreed time, cost and quality. 

The Person

• Degree in relevant discipline.
• ITIL or related Service Management Professional qualified.
• Project management qualification (PMP or PRINCE2) or equivalent.
• Significant Service Delivery Management experience – senior leadership in service delivery to multiple customer(s).
• Significant Service Management Process experience – Developed, deployed and assessed processes in service delivery.
• Excellent understanding of one or more business sectors being the focus of the service offers (printing/scanning/BPS).
• Recognised authority in Outsourcing Industry for development of processes
• Strong experience of having designed and implemented significant productivity as well as customer satisfaction improvements.

We offer career prospect, attractive remuneration, and benefits to the right candidate. To discuss this opportunity further, please send your full resume, present and expected salary to the HR Department via email.

 We are an equal opportunity employer and welcome applications from all qualified candidates. All information provided will be treated in strict confidence and used for recruitment purposes only. Applicants not hearing from us within six weeks may consider their applications unsuccessful. All data of unsuccessful applications will be destroyed after six months.