Xerox

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 skills—principles 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 personalities—flexible


Strong leadership skills, ability to direct and motivate employees


“Hands on” management style—drives 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