Xerox

Overview:

The Managed Services Operations Manager is responsible for the end-to-end operational performance of a managed services contract. This role ensures contractual commitments are met or exceeded while driving continuous improvement, strong client partnerships, and consistent service excellence across all operational activities.

What You’ll Do:

• Lead all aspects of managed services operations, ensuring SLAs and KPIs are met or exceeded

• Own customer P&L, contract amendments, governance cadence, and continuous improvement initiatives

• Partner with internal teams and subcontractors to ensure clear understanding of client requirements

• Build and maintain strong, trusted client relationships and provide day-to-day operational guidance

• Oversee business-as-usual activities including install base accuracy, hardware and consumables management, device change management, inventory forecasting, escalations, vendor management, and client training needs

What You Need to Succeed:

• Experience managing managed services, service delivery, or operations contracts

• Strong understanding of SLAs, KPIs, financial management, and customer governance

• Proven ability to lead cross-functional teams and external partners

• Client-focused mindset with strong communication and problem-solving skills

• Degree, diploma, or equivalent relevant experience preferred

How We Set You Up for Success:

• Structured onboarding and role-specific training

• Access to tools, data, and support to manage operational performance effectively

• Ongoing coaching, feedback, and development opportunities

• A collaborative environment that encourages innovation and continuous improvement

• Clear expectations and measurable outcomes for success