Xerox Manager II, Service Delivery Management in Kingston, Jamaica

Xerox is a global business services, technology and document management company helping organizations manage their business processes and information. Since the invention of xerography just over 75 years ago, we have continued engineering how the world works by applying our experience in imaging, business process, analytics, automation and human centric design to make a real difference for our customers and their customers. We have changed the way the world shops, learns, parks, does banking, receives healthcare and, of course – works.

Headquartered in Norwalk, Conn., Xerox has more than 140,000 employees and does business in more than 180 countries. Together, we provide business process services, printing equipment, hardware and software technology for managing information -- from data to documents. Learn more at


• Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.

• The purpose will vary according to the type of role:

• SBU - Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities).

• Operations - Plans, manages, and controls the day-to day activities of a team that provides operational support for a business unit or group in a non-manufacturing environment.

• Account Management - Partners with client(s) to provide product/service solutions, problem resolution and to develop new business



• Develops departmental plans, including business, production and/or organizational priorities

• Interprets internal or external business issues and recommends solutions/best practices

• Decisions are guided by resource availability and functional objectives

• Primarily domestic accountability; may include some international accountability

Primary Responsibilities:

• The main responsibilities will vary according to the type of role:

• SBU:

• Acts as the principal client contact, managing the relationship to ensure customer satisfaction

• Directs and manages the daily operations of one or more SBU’s

• Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.

• Develops budget estimates and manages project/contract to meet revenue and cost projections

• Determines resource allocation levels to meet project/contract commitments

• Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed

• Reviews and resolves issues affecting Company compliance, legal requirements and client objectives

• Partners with senior staff in developing and marketing new client programs/services as required

• Operations:

• Establishes operational objectives and work plans, and delegates assignments to subordinate managers.

• Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise.

• Responsible for achieving measurable results on time and on budget.

• Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.

• Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.

• Prepares related reports and audits current procedures to monitor efficiency of operations.

• Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations.

• Account Management:

• Oversees and manages aspects of the client engagement, i.e. the sales/marketing efforts for new business development

• Partners with client’s team during budget development and problem resolution

• Maintains and enhances existing client relationships and ensures customer satisfaction

• Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services

• Partners with senior staff in developing and marketing new client programs/services as required

• Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed

• Provides regular updates to senior management regarding client issues, budgets, etc.

Candidate Education:

Minimum Bachelor's Degree

Candidate Background:

Minimum The role requires strong technical, communication and management skills and extensive experience in managing the operations of a business

Minimum P&L management - cost reduction and revenue management experience

Minimum Strong people management experience - proven ability to lead and inspire individuals and teams in direct, shared or virtual roles

Minimum Successful client relationship development experience; comfortable interacting with client’s executive levels

Minimum Ability to assess issues, define causes, and prioritize/execute solutions

Minimum Written and verbal communications skills at all organizational levels (internal and external); comfort level with client communications

Minimum Demonstrated leadership skills, high energy and team motivator

Minimum Self-initiative and results oriented

Minimum Profit focused and accountable for results, strong business and financial acumen

Minimum Service Outsourcing / Operations experience (ie., leads services. delivery teams; estab. Operational control processes; fosters client relationships; plans for change; monitors KPIs; best practice sharing, etc.)

Preferred Project management experience

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Service Delivery Management

Organization: Customer Care-X000000144

Title: Manager II, Service Delivery Management

Location: JM-Kingston-Portmore

Requisition ID: 16030564