About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB SUMMARY:

Responsible for leading and managing the overall service delivery operations team including Service Delivery Managers and/or Service Delivery Coordinators. This role ensures operational excellence, compliance with SLAs, and continuous improvement across all service delivery processes. The Operations Manager acts as the strategic and operational leader, driving efficiency, Client satisfaction, and team performance while serving as the primary escalation point for complex issues.

ROLES AND RESPONSIBILITIES:

Directly manage Service Delivery Coordinators, providing guidance, coaching, and performance evaluations

Allocate resources effectively to meet operational demands and client requirements

Ensure seamless execution of MPS operations, including device installations, MACD processes, and service escalations

Responsible for ensuring effective management of thousands of installed devices

Responsible for the Client Satisfaction of the client for the provision of hardware, supplies and services

Monitor and enforce compliance with SLAs and KPIs across all service delivery functions

Identify and implement process improvements to enhance efficiency and reduce operational costs

Standardize reporting and dashboard updates for order status, installations, and removals

Oversee generation and validation of operational reports (e.g., order status, device uptime, SLA compliance)

Analyze performance trends and develop action plans for continuous improvement

Maintain accurate data integrity across asset management systems and reporting tools

Coordinates and holds regular communication with the internal team regarding the status of the account.

Act as the senior escalation point for client issues and ensure timely resolution

Participate in executive-level service reviews and provide strategic insights to stakeholders

Track team progress and conduct status meetings internally

As required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occur

Holds team accountable to their roles and responsibilities required to support contracted service delivery to the Client

Ensure team remains motivated, rewarded and focused on delivering an exceptional Client experience

Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Client or Xerox

Provides recommendations for business process and productivity improvements and cost reductions for Xerox

Demonstrates continuous improvement aimed towards achieving operational excellence in Service Delivery across all areas and functions

Promotes the value of the Client / Xerox relationship within the Client, Xerox, and all third-party organizations

Coaches and mentors Service Delivery Specialists in their development and delivery of daily functions

Assures compliance with Xerox and Client's HR, procurement, legal, financial, ethics and government-related policies, strategies and processes

KEY METRICS:

Planned Revenue Attainment and Growth

Services Gross Margin

Contract Renewal

Key Operational Metrics

Key Client Metrics

Business Reviews / Operations Review Held to Plan

Business Review Quality

Client Satisfaction

KEY DELIVERABLES:

Resource Plan

Financial Status Report / Action Plan

Operational Metrics Status Report / Action Plan

Client Action Plans

Resource Performance Plans

EXPERIENCE AND BACKGROUND:

Ideal Candidate will have:

Strong analytical/procedural background with a minimum of ten (10) or more years in a Client Operations and/or Management Consultant position

Experience with managing multi-disciplined teams that are geographically dispersed

Experience with managing multiple direct reports who are responsible for managing Client contracts

Significant experience interacting with Clients, including executives

Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations

Experience with the delivery of operations through the use of technology solutions

Experience in developing/managing budgets and critical business KPIs

Experience working in and navigating through a matrix organization to obtain information or desired results

TECHNICAL COMPETENCE:

Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groups

Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format

Proficiency in MS Office Suite applications including word processing, spreadsheet, and presentation software. MS Visio preferred; working knowledge and MS office suite basic skills are required

Demonstrated ability to apply a systematic approach to problem solving; able to identify and thoroughly analyze and provide solutions to the problem

Well-developed management skills—principles and people

Strong project management skills; prefer working knowledge of Microsoft Project. Demonstrated ability to create detailed plans and execute facilitation of plans

PERSONAL CHARACTERISTICS:

Able to maintain both a short- and long-term vision around business trends and strategies

Able to contribute to the development of current and future service delivery offerings to support the overall client relationship needs

Exercises sound, prudent and ethical business judgment at all times

Understands cross-cultural business practices; demonstrates a sensitivity and awareness to other people and culture. Possess ability to build rapport with a diverse workforce in multicultural settings

Possess strong negotiation skills; demonstrated ability to influence and negotiate required

Able to manage multiple initiatives at one time. Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment

Can think big picture and also demonstrate an ability to be detail oriented; anticipate and know when to get into the details

Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible

Strong leadership skills, ability to direct and motivate employees

Hands on management style—drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient Client support

Organized; possesses high levels of natural and intentional organizational capabilities

Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions

EDUCATION:

BA/BS/BBA degree in Business or equivalent experience

MBA w/ concentration in finance, administration or operations a plus; Global Management Degree preferred

PMP, CMM certification preferred

ITIL / ITSM experience; certification preferred

Six Sigma, Lean, TQM or other business process improvement methodolog

Service Delivery Manager

Service Delivery Operations Manager