Xerox

Join Our Team as a Delivery Account Operations Manager

Are you a customer-focused professional who thrives in a dynamic, fast-paced environment? Do you enjoy managing complex operations, building strong client relationships, and driving service excellence? If so, we would love to hear from you.

As a Delivery Account Operations Manager, you will play a central role in ensuring the successful delivery of contracted managed services for our enterprise customers. Acting as the key operational contact, you will collaborate with customers, internal stakeholders, and external partners to ensure high-quality service delivery, resolve challenges, and continuously improve the customer experience.

What You'll Do

• Manage and execute contracted managed services for one or more customer accounts.
• Oversee day-to-day service delivery activities, including:
  • Issue and escalation management
  • Install base and asset accuracy
  • Device and change management
  • Consumables and inventory management
  • Customer reporting and operational support
• Build trusted relationships with enterprise-level customer stakeholders.
• Ensure clear, timely, and professional communication with customers.
• Monitor service performance against contractual SLA commitments and initiate corrective actions when needed.
• Conduct root cause analysis and drive issue resolution.
• Maintain customer action plans, operational documentation, and service reports.
• Coordinate with internal teams, suppliers, and external partners to support successful service delivery.
• Support continuous process improvement initiatives and identify opportunities to enhance customer satisfaction.
• Contribute to implementation activities and provide ongoing post-implementation support.

What We're Looking For

Required Qualifications

• Fluent English and German communication skills (written and spoken).
• Minimum 5 years of experience in an operations, service delivery, account management, customer success, or similar customer-facing role.
• Experience managing multiple priorities simultaneously in a complex business environment.
• Strong customer relationship management and problem-solving skills.
• Excellent communication and presentation abilities.
• Ability to work independently while collaborating effectively with cross-functional and international teams.
• Strong Microsoft Office skills, particularly: Excel, PowerPoint, Outlook and Word
• Bachelor's degree in Business or equivalent professional experience.

Preferred Experience

• Experience working with enterprise customers and senior stakeholders.
• Background in service delivery, managed services, operations management, project coordination, or customer success.
• Experience analyzing operational performance and translating data into actionable insights.
• Familiarity with contracts, service agreements, and SLA management.
• Exposure to business process improvement methodologies such as Lean, Six Sigma, ITIL, or Project Management frameworks.

Who You Are

• Highly organized and detail-oriented.
• Customer-focused and solution-driven.
• Comfortable taking ownership and accountability.
• Able to see the bigger picture while managing operational details.
• Confident working with stakeholders from different cultures and seniority levels.
• Analytical, proactive, and resilient under pressure.
• A strong communicator who can simplify complex topics and influence positive outcomes.

Why Join Us?

• Opportunity to work with international enterprise customers.
• Exposure to complex operational and service delivery environments.
• Collaborative and multicultural workplace.
• Career growth opportunities within a global organization.
• Meaningful role with direct impact on customer satisfaction and business success.