Service Delivery Manager

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Job Summary:

The Service Delivery Manager (SDM) is a client‑facing leader responsible for end‑to‑end delivery of contracted Services and Solutions for multiple accounts in a Shared Services model. The SDM partners with client stakeholders, third‑party suppliers, and internal delivery teams to ensure day‑to‑day service execution, rigorous SLA/KPI management, and a robust escalation and governance framework. The role prioritizes Xerox account growth, P&L/margin performance, and continuous improvement while retaining Lexmark best practices in SOW management, monthly/quarterly reviews, action logging, and compliance.

Key Responsibilities:

• Client & Governance: Manage client relationships, run service reviews, handle escalations, and drive retention.
• Service Delivery: Oversee daily operations, ensure SOW compliance, and coordinate with internal teams and partners.
• Asset Management: Maintain accurate asset data, monitor fleet performance, and optimize usage.
• Financials: Support P&L, cost control, forecasting, and growth initiatives.
• Reporting & Improvement: Deliver reports, analyze performance, and implement improvements.
• SOW & Change Management: Support service transitions, documentation, and contract changes.
• Leadership: Lead cross-functional teams and support team development.
• Compliance & Risk: Ensure adherence to policies and manage risks.
  
  

Experience:

• 6+ years in service delivery/operations
• Client-facing experience with strong communication skills
• Experience managing teams, reporting, and multiple issues
• Knowledge of SOW, contracts, and financial concepts
• Strong analytical and problem-solving skills
  
  

Education (Preferred):

Business degree or equivalent

Certifications: Lean/Six Sigma, Project Management, ITIL

Key Metrics:

Client satisfaction, SLA/KPI performance, revenue/margin, delivery accuracy, and forecasting.