General Information

City
Budapest
State/Province
Budapest
Country
Hungary
Date
Monday, December 22, 2025
Working time
Full-time
Ref#
20038931
Job Level
Individual Contributor
Job Type
Experienced
Seniority Level
Associate

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

  • National Service Provider – an NSP is company that is contracted to service Lexmark/Xerox printers (doing break/fix and special parts exchange/installation).
  • Master Service Agreement – MSA - The service partner contract defines the partner rights and obligations and provides the operational frame.
  • Scope of Work – SOW – defines the how to operate within Lexmark/Xerox business and how to satisfy the customer needs to fulfill purchased service level.

JOB PURPOSE

The North American National Service Provider (NSP) Vendor Manager is responsible for the end to end operational, contractual, financial, and performance management of Lexmark/Xerox’s National Service Provider partners in the U.S. and Canada. These partners deliver field break/fix services, special parts exchange/installation and contractually committed service-level deliverables.
The role ensures that NSPs operate in full compliance with the Master Service Agreement (MSA), Scope of Work (SOW), process requirements, and operational standards. The NSP Vendor Manager acts as the primary operational interface between internal teams and the NSP, driving performance, quality, cost control, and continuous improvement across the partner ecosystem.


ROLES, RESPONSIBILITIES AND AUTHORITY

1. Service Partner Management
  • Monitor daily operational performance, ensuring contract and process compliance based on defined KPIs, SLAs, and quality standards.
  • Lead weekly, monthly, and quarterly performance reviews, including action plan creation and follow-up.
  • Share performance data with NSPs (KPIs, scorecards, customer satisfaction) and ensure timely corrective actions.
  • Coordinate partner training, onboarding and process alignment during new implementations or changes.
  • Track and monitor part return compliance, defective part/device returns, and partner stock accuracy if applicable in country.
  • Handle operational escalations from customers, countries, NSP partners, administrative or support teams.
  • Oversee process compliance audits and initiate corrective actions where deviations occur.
  • Prepare Country Review inputs and QBR materials including market evaluation, forecasts, cost impacts, and new deals.
  • Support communication flow with Country Operation Leads, admin teams, internal stakeholders and cross-functional partners

2.  Contract & Procurement Support
  • Actively support Sourcing in RFI/RFQ cycles:
    • Participate in meetings, partner visits, operational assessments
    • Provide operational data for RFI/RFQ (volumes, parts usage, inventory, questionnaires)
    • Conduct cost-simulation modelling and total cost of operations analysis
  • Assist Legal, Sourcing, and internal teams in contract updates, scope changes, and contract termination processes.
  • Manage the structured onboarding and offboarding process for NSPs, including system setup, interfaces, ramp up/down planning, documentation and training coordination.
  • Validate implementation plans, monitor transition progress, and ensure adherence to timeline and quality measures.
3. Financial Management
  • Provide accurate and timely price lists to the payment team and ensure updates in line with contract changes, volume discounts, or annual adjustments.
  • Request price uploads and validate price grids for warranty and service sales.
  • Validate monthly PO, payment files, and partner invoices to ensure accuracy and compliance.
  • Track invoice issuance timing, manage no pay/pay disputes, and resolve credit block or late-payment issues.
  • Manage bonus/penalty calculations and input into relevant scorecards.
  • Prepare annual plan calculations and service cost projections (typically Oct–Nov).
4. Communication & Coordination
  • Provide transparent communication on open calls, pending actions, and escalations to Country Operations and internal leadership.
  • Facilitate operational roundtables with partner managers to share best practices and align actions.
  • Conduct 1:1 meetings with Regional Delivery Leaders to review performance, escalations and improvement needs.
  • Maintain trackers and update action logs, performance tools, and reporting dashboards as required.


EDUCATION & EXPERIENCE
  • BA/BS degree in Business or Engineering would be an advantage
  • Minimum 5 years’ experience in Service Delivery, Vendor Management, Field Services, or Operations.
  • Strong project management background.
  • Experience with purchasing or service partner management is an advantage.
  • Demonstrated ability to manage complex operational environments
SKILLS
  • Technical & Analytical:
    • Advanced Excel
    • Power BI reporting, Dynamics/Siebel CRM, SharePoint
    • Understanding of field service processes and logistics
  • Behavioral & Leadership:
    • Strong negotiation & relationship management skills
    • Effective communication, stakeholder alignment and influencing capability
    • Autonomous, structured, resilient under pressure
    • Strong problem solving, continuous improvement mindset
  • Language: Fluent English required

WORKING CONDITIONS
  • Work hours: 14:00–22:00 CET, aligned to US operational time zones.
  • Hybrid based in Budapest office
  • Occasional travel may be required for workshops, team meetings, or partner visits.
  • #LI-HYBRID
  • #LI-VB1
< Go back