Xerox

Overview:

Join Xerox as a Field Service Partner Operations Manager, where you'll be responsible for managing service delivery performance across a network of partners. You’ll drive excellence through KPI alignment, contractual compliance, and continuous improvement—ensuring world-class field service support for our customers. If you thrive in vendor collaboration, operational rigor, and cross-regional teamwork, this role is built for you.

What You’ll Do:

Performance & Partner Management
• Manage partner performance against key metrics (CSAT, Response SLA, Resolution SLA, Average Days Open)
• Identify service gaps and lead improvement initiatives aligned with global service strategies

Collaboration & Stakeholder Engagement
• Partner with global sourcing and country teams on contractual changes
• Work closely with Asia Pacific Service Delivery Management on regional goals
• Conduct Monthly Business Reviews (MBRs) with partners and senior leadership

Financial Oversight & Compliance
• Approve vendor expense charges and manage payments against cost center
• Ensure adherence to business conduct policies in all vendor interactions

Training & Launch Readiness
• Support onsite training and readiness planning for new product launches
• Collaborate with internal SMEs to align partner capabilities with business needs

Relationship & Site Management
• Conduct site visits to strengthen vendor partnerships
• Ensure ongoing alignment between partner operations and business expectations

What You Need to Succeed:

• Strong background in partner management or service delivery operations
• Ability to lead vendor performance discussions and influence corrective actions
• Familiarity with service KPIs and contractual governance
• Financial oversight experience with cost center and vendor payment management
• Excellent cross-functional communication and stakeholder engagement skills
• Experience working in or across Asia Pacific regions preferred

How We Set You Up for Success:

• Clear KPIs and business impact metrics
• Ongoing support from global service leaders and sourcing teams
• Opportunities to lead regional improvement initiatives
• Exposure to global field operations strategy
• Tools and resources for vendor performance and training management

#LI-ONSITE