Service Delivery Executive German Speaker
6 meses atrás
Service Delivery Executive German Speaker HCLTech
Lisbon, Lisbon, Portugal (Hybrid) / Full-Time
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We are HCLTech, one of the fastest-growing large tech companies in the world and home to 211,000+ people across 52 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis. We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
Your Role & Responsibilities
As XPPS Operations Service Delivery Executive you will be a single point of contact between European countries and XPS FSU's & Interface between XPS FSU's and European Countries. Ensures consistent understanding of the XPS & XPPS Operational Processes and Procedures: Service Desk, Supplies Management, Break Fix, Application Support and Asset Management (Xerox or Partner function). Work with Internal Teams, Customers and Partners to continually evolve the delivery options, tools and Service to ensure the best Customer Service and Cost efficiency for Xerox. Identify / Implement Service Improvement opportunities across XPS & XPPS Service (Support the development of tools, processes and systems). Develops and shares knowledge of improvement actions to improve organizational learning.
**Responsibilities**
- Customer/Partner facing role, managing complaints and high-level escalations, from all parties, internal and external, and implement Immediate Fix whenever required.
- Interface with GCC and other Value Chain Partners to stablish root cause / define corrective actions: create, implement and monitor improvement plans whenever needed to ensure the service excellence
- Perform Fleet analysis (Regular and ad-hoc) and setup action plans as required, with In-country teams, Value chain partners, Customers or Partners
- Support the Development of Tools and systems used by Value Chain Partners
- Lead /Supports Operational trainings (Partners & In-Country teams)
- Support and host communication events and sessions with Internal and external Parties. (i.e. partner Visits, Tool & System Demonstrations, Conf Calls, etc)
- Provide ad-hoc reporting support to partners/in-country teams
- Support cost analysis activities lead by Value Chain Partners
- Ensure Governance Processes adherence leading meetings with customers and/or partners
- Lead In country operational meetings (CBM’s, Champions/Specialists, TS etc)
- Support all relevant Business/Service Models within the MPS offering
- Use best practices and knowledge of internal or external business issues to drive Continuous Service Improvement
- Participate in or leads cross-functional teams focused on the delivery of new or existing projects
- Ensure the ongoing process/system capability associated with projects and manage any changes required to meet or exceed the expectations established in project designs
- Support Contract lifecycle processes: Proof of concept, Operational Readiness Review, Renewal and Contract termination
Provide Business Support in all service delivery related topics that can impact the business (Risk management, advices, follow ups, etc.)
Qualifications & Experience
- Minimum Requirements _
- Good commercial awareness
- Proven experience of cross-functional working
- Minimum of 12 months’ experience working in a shared services environment
- Excellent communication skills
- Proven track record in the delivery of high-quality customer service
- Detailed knowledge Xerox Office Product environments,
- Detailed knowledge of Xerox systems to perform reporting and BI analysis.
- Good Knowledge of Xerox Systems and tools, (i.e. ESAP, XSM, XPSST)
- Systems and IT literate
- Proven ability to work as part of a flexible fast changing environment.
**Required Language Thresholds**:
- German (C2: Native-Level Fluency)
- English (B2: Independent User Level)
Why Us
- Permanent contract
- Competitive salary
- Private health and life insurance from day one in the company
- Working hours: Monday to Friday, day shifts
- Hybrid, 2 days in the office 3 days home
- Meal allowance on card/voucher
- Career progression opportunities
** **
Equality & Opportunity for All
Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical
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