Xerox

Transition Project Management
Operations Manager (Shared Services Center)
Job Description


Job Summary
The TPM Operations Manager directs and oversees the work of Transition Project Managers (TPMs) in delivering Managed Print Services (MPS) engagements to external customers. This role is responsible for the performance and delivery of project management services by the team, ensuring alignment with global standard processes and methodologies. The TPM Operations Manager collaborates with Global Professional Services and Global Customer Operations to implement improvements based on key project learnings. Additionally, the role supports global deployments by allocating resources to lead or participate in country-level MPS contract implementations and manages escalations and relationships with other internal Xerox organizations.
Roles and Responsibilities


Team Management


Participate in hiring, training, and managing Transition Project Managers (TPMs)


Coach TPM resources in accordance with worldwide standard implementation processes


Create, manage, and maintain project resource allocation, measured against P&L


Support employee development and set goals and expectations


Provide ongoing feedback and conduct formal performance reviews


Project Oversight


Participate in key project milestones and support escalations


Review of MSA/SOW contract requirements and supplier SOWs


Attend project launch meetings and facilitate project close-out reviews


Escalation and Coordination


Manage escalations with Contracts, Supply Chain, Sales, etc.


Support hardware allocation during product shortages


Co-manage MPS inventory and oversee project-related stock


Pre-Sales Consultation


Provide input on implementation/deployment solutions, costs, and schedules


Process Improvement


Adopt and promote global standard processes and methodologies


Drive continuous improvement of project management tools and templates


Collaborate with peer groups and educate internal departments on MPS practices


Share best practices globally and support new solution initiatives


Vendor Management


Co-manage installation vendors, including performance reviews and onboarding


Handle project-related escalations


Execution Oversight


Oversee implementation processes (order entry, shipment tracking, DOAs, returns, inventory tracking, etc.)


Cross-Functional Collaboration


Manage TPM relationships with Order Entry, Supply Chain, and Traffic teams


Develop working relationships and establish geo-specific processes


Manage shipment forecasts and hardware allocation


Representing TPM in global meetings and maintain issue logs


Support transportation forecasting and cost analysis


Contract Management


Manage customer setup processes and contract-related escalations


Key Metrics


Budget Compliance: Actual vs. budget per project


Schedule Management: Timeliness of project delivery


Forecast Accuracy: Revenue, shipment quantity, and expenses


MPS Inventory: Ship-to-invoice cycle and issue reconciliation


Customer Satisfaction: Voice of the Customer (VOC) rollout survey


Utilization: TPM time tracking and reporting


Key Deliverables


Customer Launch Meeting


Weekly TPM Schedule


Weekly Project Status Updates


Required Action List


Communications Plan


RFQ (Request for Quote to install partners)


SSOW (Supplier Statement of Work)


Project Plan


Asset Registry


Close-Out Review


VOC Insights


Lessons Learned Action Plan


Experience and Background
Ideal Candidate Profile:


University or college degree (required)


PMP or equivalent project management certification with 5+ years of PMO management experience (preferred)


Strong customer-centric communication skills


Ability to thrive in high-pressure environments


Excellent analytical and problem-solving skills


Proficiency in Microsoft Project, Word, Excel, PowerPoint (required); Visio (preferred)


Advanced Excel skills (formulas, pivot tables, data reconciliation)


Willingness to travel (~25%)


Preferred Experience:


Supply chain functions (order management, forecasting, inventory, freight)


Customer expectation management


Service delivery via external partners


Direct employee management


Sales support in solution costing and pre-sales engagement


Technical Competence


Effective communicators across diverse groups


Ability to deliver high-impact messages in verbal and written formats


Proficiency in MS Office Suite; Visio preferred


Systematic problem-solving approach


Strong management and project planning skills


Experience with Microsoft Project (preferred)


Personal Characteristics


Detail-oriented and self-motivated


High business acumen and interpersonal flexibility


Strong leadership and team engagement


Customer-focused communication


Professional demeanor and appearance


Hands-on management style


Highly organized and analytical


Solution-oriented mindset in fast-paced environments




Education and Certifications


BA/BS/BBA in Business or equivalent experience


PMP, CMM certification (preferred)


ITIL / ITSM experience or certification (preferred)


Six Sigma, Lean, TQM, or other process improvement methodologies (preferred)