General Information

City
Lexington
State/Province
Kentucky
Country
United States
Department
SERVICE DELIVERY MANAGEMENT
Date
Friday, March 20, 2026
Working time
Full-time
Ref#
20037900
Job Level
Individual Contributor
Job Type
Experienced
Job Field
SERVICE DELIVERY MANAGEMENT
Seniority Level
Associate
Currency
USD - United States - US
Annual Base Salary Minimum
51321
Annual Base Salary Maximum
68000
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.

Description & Requirements

About Xerox Holdings Corporation
At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

JOB SUMMARY:
Works virtual or in a Lexmark/Xerox office supporting multiple Federal Managed Print Service customers with day-to-day output environment needs.  Works closely with customer contacts, customer’s end user community, and Lexmark internal resources to fulfill Service Level Agreements (SLA’s).

ROLES AND RESPONSIBILITIES:
  • Work to create and implement specific operations practices including:
  • Support invoicing requirements for customers’ unique needs
  • Continually monitoring existing service levels
  • Provide interface between end-users, technical support, and subcontractors to improve/maintain customer satisfaction
  • Act as the primary point of contact for all aspects of the contractual relationship with the customer
  • Develop continual process improvements within Managed Services structure
  • Work closely with Client Management Services Team on implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLA’s
  • Participate in weekly project status meeting, providing timely and accurate update on project status, conduct monthly/quarterly/annual performance reviews as needed
  • Create Implementation Procedures Manual and Escalation Process Procedures
  • Conduct Train-the-Trainer and End User training as necessary; coordinate support for improved service diagnostics
  • Provide reporting metrics and tracking data as required to fulfill SLA’s
  • Develop and implement processes for managing core business activities i.e. consumable and asset management, asset tracking and technical support
  • Develop and document implementation plan for each additional phase of business
  • Follow-through on mission critical activities identified by Operations team
  • Work with Operations team to document and analyze current practices and workflow to define/determine Customer operations requirements
  • Recommends and implements operations techniques to improve productivity, increase efficiencies, cut costs, take advantage of opportunities, and maintain state-of-the-art practices in all aspects of the operations

ADDITIONAL RESPONSIBILITIES:
  • Assumes other special activities, responsibilities, and projects as required

EXPERIENCE AND BACKGROUND:
  • Experience with managing projects with multi-disciplined team members 
  • A minimum of five (5) years customer service experience in computer/printer maintenance support
  • Significant experience interacting with customers, including executives
  • Experience with the delivery of operations through the use of technology solutions

TECHNICAL COMPETENCE:
  • Demonstrated ability to communicate with a various levels of customer contacts such as end users, managers, and key decision makers or contract owners
  • Demonstrated ability to use Microsoft Office Suite (Excel, Word) and databases (Access, SQL)
  • Demonstrated knowledge of software driver implementation in MS 98, 2000 Pro and NT 4.0. (nice to have)
  • Knowledge of IP protocol schema and basic network protocols such as SNMP (nice to have)
  • Demonstrated ability to apply a systematic approach to problem solving through analysis of the problem and evaluation of alternative solutions
  • Experience in documenting current and future state environment and business processes
  • Well-developed management skills—principles and people

PERSONAL CHARACTERISTICS:
  • Individual must demonstrate clear business maturity, in appearance, focus, poise and alertness; ability to get along well with diverse personalities—mature—flexible
  • High energy level, comfortable performing multifaceted projects in conjunction with normal activities
  • Self-motivated and comfortable working alone within a customer environment dealing day to day with customer end users
  • Strong analytical and reasoning abilities.  Able to develop business processes after evaluating multiple solutions
  • Demonstrated ability to effectively communicate complex ideas in straightforward, concise fashion in both verbal and written format
  • Participative management style—drives team involvement within division and functional support organizations

ORGANIZATIONAL RELATIONSHIPS:
  • Responsible to VP of Service Delivery

EDUCATION:
  • BA/BS/BBA degree in Business or equivalent experience

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