About Xerox Holdings Corporation
For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.
JOB SUMMARY:
The Service Delivery Management Operations Lead is responsible for the day-to-day technical leadership of a team of Service Delivery resources. This role is the subject matter expert and is responsible for providing regular and/or as needed technical and process guidance, training, mentoring, and coaching. The Operations Lead ensures operational targets are met and works closely with the SDM Operations Manager in driving standard process execution, efficiency, continuous improvement, and quality compliance. This role serves as the 2nd level of escalation for Clients and/or internal Lexmark-Xerox teams.
ROLES AND RESPONSIBILITIES:
- Responsible for management and execution of a set of accounts as a Service Delivery resource
- Responsible for providing support, training, coaching, and mentoring to a Service Delivery team
- Provide regular reporting to SDM Operations Manager on workload of the Service Delivery resources and consult with SDM Operations Manager on headcount analysis
- Works with SDM Operations Manager, SDM Practice, and/or internal Lexmark-Xerox practice teams on a weekly basis to ensure alignment to SDM processes and global internal reporting metrics
- Responsible for ensuring the SDM team is performing within internal reporting metrics
- Execute escalation management working with other support teams as well as escalations to SDM Operations Manager
- Lead key initiatives within the team to gain/maintain alignment
- Drive continuous improvement by leading key cost-saving, automation, and/or DX projects at the same time leading IDEAs generation and project assignments
- Align and provide continuous improvement recommendations with SDM practice team
- Responsible for supporting major SDM projects and transitions
- Responsible for tracking and closure of Client escalations in timely manner to client satisfaction
- Level 2 Client escalation management, working directly with the customer and the SDM resource
- Responsible to provide backup support on SDM resources as needed
