General Information

City
Budapest
State/Province
Budapest
Country
Hungary
Date
Monday, December 22, 2025
Working time
Full-time
Ref#
20038934
Job Level
Individual Contributor
Job Type
Experienced
Seniority Level
Mid-Senior Level

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 FUNCTION

  • The Operational Supervisor – US NSP Operations provides hands-on operational oversight and coordination for a small team managing National Service Providers (NSPs) delivering field break/fix, installation, and specialized printer services across the United States.
  • This role is not a people management position. All formal people management responsibilities—including performance management, career development, compensation, and disciplinary actions—remain with the Manager, National Service Provider Vendor Managers (Global).
  • The Supervisor acts as a senior operational lead, subject matter expert, and quality owner, ensuring consistent execution of processes, service performance, compliance, and operational excellence across the US NSP portfolio.
  • The position operates during 14:00–22:00 CET to align with US time zones and operational needs.

ROLES, RESPONSIBILITIES AND AUTHORITY

1 - Operational Team Leadership
  • Act as the day-to-day operational lead for a small team of US NSP Managers.
  • Provide guidance, prioritization, and operational support on complex cases, escalations, and partner-related issues.
  • Support knowledge sharing, coaching, and best practice adoption through hands-on collaboration and expertise, without people management accountability.
  • Escalate resourcing, performance, or behavioral topics to the Manager as required.
2 - Operational Oversight of US NSP Activities
  • Oversee daily operational execution related to NSP performance, ensuring adherence to SLAs, KPIs, MSAs, SOWs, and internal operational standards.
  • Ensure that partner performance reviews (weekly, monthly, quarterly) are completed with high quality and that improvement actions are tracked and implemented.
  • Review and validate operational reports, KPIs, scorecards, and service review content prepared by the team.
  • Support the handling of operational escalations and ensure corrective actions are properly documented and followed through.
3 - Process, Quality & Compliance Ownership
  • Act as an operational process owner for US-related NSP workflows within the defined scope.
  • Perform quality reviews of partner interactions, operational documentation, escalations, trackers, and reporting outputs.
  • Identify process gaps, performance risks, or recurring issues and drive corrective actions in collaboration with stakeholders.
  • Ensure compliance with operational standards, documentation requirements, and change management processes.
  • Align US operational execution with global NSP best practices in partnership with global process owners.
4 - RFI / RFQ, Contract Support & Partner Transitions
  • Support RFI/RFQ activities by providing validated operational inputs, partner performance insights, and service model data.
  • Coordinate operational aspects of partner onboarding and offboarding to ensure readiness, completeness, and compliance.
  • Review contract changes, SOW updates, and operational requirements to ensure feasibility and alignment with existing processes.
5 - Financial and Performance Validation
  • Support and validate monthly payment-related operational inputs, including price lists, updates, disputes, credit blocks, and penalties.
  • Review partner invoices, operational scorecards, and supporting documentation for accuracy and completeness.
  • Contribute to forecasting, planning, and cost analysis activities through operational data validation.
6- Communication & Stakeholder Coordination
  • Act as a senior operational contact for escalations requiring coordination with US Country Operations, Sourcing, Legal, Finance, and Customer Support teams.
  • Ensure clear, timely, and solution-focused communication of operational performance, risks, and issues.
  • Represent US NSP operational topics in cross‑functional meetings and working forums.
  • Facilitate alignment and information flow between regional operations and global NSP stakeholders.


EDUCATION & EXPERIENCE
  • Bachelor’s degree in business, Engineering, Supply Chain, Operations, or equivalent experience.
  • 7+ years of experience in vendor management, service operations, field services, or similar operational roles.
  • Experience in a senior operational, coordinator, or team lead role preferred; formal people management experience is not required.
  • Experience with technical field services, or contract-based service delivery is an advantage.
 
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