Job Description
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 skillsprinciples 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 personalitiesflexible
Strong leadership skills, ability to direct and motivate employees
Hands on management styledrives 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
