Xerox Jobshttp://xerox.jobs2012-05-24 17:25:59.074871USASouthfieldTitle: Account Operations Manager (AOM) Location: United States-Michigan-Southfield Job Purpose: The Account Operations Manager is responsible for planning, directing and coordinating the contracted operations of the account. Monitors daily operations to ensure contract requirements are met, keep abreast of major situations affecting service to the customer and ensure all aspects of customer satisfaction. Responsible for managing the budget and P&L for the assigned account(s). Assists 2nd level manager and sales team in generating revenue and seeking additional business opportunities. Manage the assigned accounts to achieve required business results. • Managing to the contract: SLAs and KPI’s (Key Performance Indicators) • Employee and Customer Satisfaction • Customer retention • Profitability of account Key Accountabilities: Accountable for delivery of Operational Excellence in support of the Account Management Strategy • Oversee the delivery of contracted services according to contract terms, as well as the customers’ satisfaction with those services. • Lead the account team in identifying and delivering value to the customer. • Expand the range of services Xerox offers the customer, increasing the Xerox services offering employed in the customer’s operation. • Manage various internal processes required to service and deliver Xerox’s capabilities to the clients • Deploy service solutions that meet agreed upon Standards of Performance (SOP) and Statements of Work (SOW) • Partner with the CDM (Client Delivery Manager) to strategize the account relationship and with other Xerox organizations • Support the Revenue & Retention strategies to enable profitable growth. • Participate in account reviews. Partner with CDM (Client Delivery Manager) to establish the account communication process People Management • Perform Human Resource Management - selection, training and career progression, performance management, and adherence to policy. • Recruitment of site staff when required • Achieve diversity and Operation BWF (Balanced Work Force) objectives. • Provide leadership and direction to extended staff • Accountable for the development, recognition, and retention of team members • Manage Employee Motivation & Satisfaction through the EES process to create a motivating team environment for employees Financial Responsibility • Manage P&L targets and operating budget for the account(s). • Responsible for account growth through labor productivity, efficient operational practices, and new product/service offerings • Full operational responsibility to include resource utilization, materials management, equipment, assets and inventory management and control. • Responsible for maintaining internal controls • Provide input/support for accurate and timely client billing Achieve business objectives, identify and resolve shortfalls and issues. • Provide leadership to achieve positive Customer Experience As a minimum candidates are required to have demonstrated: • Account management experience • Multiple account management experience desired • Financial planning and analysis experience required • BS/BA Degree Preferred • Knowledge in finance, Days Sales Outstanding (DSO), basic pricing, billing, spreadsheets • Advanced Skills in MS Office applications, Internet navigation and use • Green Belt Certification required or in progress Overall Personal Attributes, Knowledge and Skills •Business acumen •Demonstrated leadership skills; high energy and team motivator. •Understand the marketplace, the competitive environment, Xerox products/services and their impact on the customer’s business •Ability to interpret pricing and contract proposals •Ability to manage and motivate employees •Make use of customer knowledge to create new business opportunities with the CDM •Constructive, positive outlook and persistence in the face of obstacles •Excellent Customer Service, interpersonal, and communication skills • Leadership skills •Build and maintain relationships •Good organizational and time management skills • Strong written and verbal communication skills •Ability to manage multiple tasks •Quickly assess problem situations and prioritize deployment of solutions Job: Client Relationship Management / Service Delivery2012-04-27 19:35:08United StatesXeroxMichigan12013011MISouthfield, MI28239551http://xerox.jobs/xml/28239551/jobUSAEast LansingTitle: Managed Print Solutions Executive (MPSE) Location: United States-Michigan-East Lansing Purpose of Role:<?xml:namespace prefix = o /> Provide Regional coverage and expertise for Xerox Print Services (XPS), with primary ownership for the Assessment and Design phases of the XPS sales cycle. Scope of Role: Specialist role with regional coverage focusing on direct US Customer Operations (USCO) and open coverage accounts / territories. Strong focus on driving non-Xerox services revenue. Responsibilities: * Take the lead in providing expertise and support during the Assessment and Design phases of an XPS sales cycle. * Articulate the dynamics of the current Managed Print Services market and what is driving businesses/partners to move towards the MPS model (both internally and to clients). * Researches current technology and offering trends in the office device/software, MPS marketplace. * Use Xerox Print Services working processes and tools to Assess, Design, Implement and Manage [ADIM] an XPS solution. * Coach and support SSE in XPS prospect selection and initial development based on key defined selection criteria to address the sweet spot” of XPS marketplace. * Use the appropriate tools to Assess the customer environment, e.g. XDA * Use the appropriate tools to Design an XPS solution, including floor mapping. * Describe the components of the Xerox Print Services (XPS) offering in terms of industry standard definitions and expectations, and provide proof sources demonstrating our leadership in MPS. * Develop and articulate compelling value propositions describing the customer benefits by role (i.e. Finance, IT) of the XPS solution in terms of consistency and control, improved services, managing costs and managing compliance. * Position Xerox effectively against competitive offerings (e.g. HP, Ricoh / IKON, Canon, Lexmark, Konica-Minolta and local dealer offerings) and how these do or do not address the market. * Develop working relationships with key players (Client Asset Manager & team) and the various applications that will be used in the Implementation and Manage phases of the XPS sales cycle, as well as the documents and reports each player is responsible for maintaining. * Explain price plans and services. * Create compelling before and after TCO comparisons to help demonstrate XPS value. * Take the lead in presenting proposed XPS solution to customers. * 3 years successful selling experience or Bachelors Degree or equivalent experience (Marketing preferred). * Hunter” mentality – self-motivated and driven. * Proven executive level selling skills. * Demonstrated project / program management. * Demonstrated effectiveness in applying appropriate sales and account management processes and tools. * Demonstrates effective negotiation skills. * Proactively identifies and solves problems. * Works with account teams to monitor and ensure customer satisfaction. * Excellent written and oral communication skills. Job: Sales and Marketing / Creative Services2012-04-26 19:57:11United StatesXeroxMichigan12012982MIEast Lansing, MI28206798http://xerox.jobs/xml/28206798/jobUSADetroitTitle: e-Discovery Case Manager Location: United States-Michigan-Detroit Job Purpose: To support client sites in the retrieval, processing and production of documentation supporting client specific business purposes. Key Accountabilities: · Complete coordination and management of the activities related to the processing, review and production of electronic files.<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /> · Work with other Xerox 3rd party vendor resources to process data and load it to 3rdparty review tools, the enterprise legal repository, resolving data errors or any other problems encountered during the process. · Provide electronic load files in industry standard formats to internal and external customers. · Provide counsel to clients regarding recommended processes and best practices, related to the processing and production of data. · Identify, analyze and resolve any data errors or integrity issues. · Serve as primary liaison between key clients, outside counsel, IT Development & Operations departments, and third-party vendors for assigned matters •Required - Bachelor's degree in a technical field (or Bachelors degree and significant eDiscovery experience). •Required - 1 year experience managing the collection, processing, review and production of eDiscovery data for litigation in a multi-party environment, including a working knowledge of search terms and production protocol. •Advanced proficiency with MS Office Application and client email. •General knowledge of relational databases. •Familiarity with industry standard litigation-support formats and metadata for common file types. •Familiarity with the proper handling of metadata, text extraction and indexing of data. •Proficiency with commercial eDiscovery software. •Strong organizational and time-management skills, including the ability to establish priorities and manage multiple tasks. •Excellent analytical, problem-solving, and decision-making skills. •Excellent written and verbal communication and presentation skills •Excellent customer-service and interpersonal skills. Job: Client Relationship Management / Service Delivery2012-04-07 06:23:56United StatesXeroxMichigan12010340MIDetroit, MI27723257http://xerox.jobs/xml/27723257/jobUSADetroitTitle: Senior IT Service Delivery Manager Location: United States-Michigan-Detroit Purpose: • Ensures that a catalogue of available services is created and maintained and that service level agreements are complete and cost effective. Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Ensures that operational methods, procedures, facilities and tools are established, reviewed and maintained. Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services. Reviews service delivery to ensure that targets are met and prepares proposals to meet forecast changes in the level or type of service. • Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services and products. Influences senior-level customers and project teams through change management initiatives, ensuring that professional standards are maintained. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary. • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Contributes to the development and management of agreements with suppliers to meet key performance indicators and agreed targets. Is responsible for the liaison between the user organization and designated suppliers. Ensures that supplier performance is properly monitored and regularly reviewed. Advises on policy and procedures covering the selection of suppliers, tendering and procurement. Scope: • Autonomy Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organizational objectives and delegates assignments. Accountable for actions and decisions taken by self and service delivery partners. • Influence Influences policy formation on contribution of specialization to business objectives. Influences at level of division internally and influences customer/suppliers and industry at senior management level. Decisions impact work of employing organizations, achievement of organizational objectives and financial performance. Develops relationships with customers, suppliers and industry leaders. • Complexity Highly complex work activities covering technical, financial and quality aspects and contributing to formulation of IS strategy. Work involves creative application of wide range of technical and/or management principles. Primary Responsibilities: Strategy / Direction • Maintains a broad understanding of the commercial IT environment, how Xerox and XIM sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on the selection of suppliers, tendering and procurement. Participates in the development and evaluation of RFx documents. Business Value / Context • Ensures that a Service Catalogue of all available services is created and maintained and that the structure of service level agreements is fully defined by the mapping of services to users and business processes. Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained. Procures goods/services necessary to ensure the continuity of the service. • Ensures that the service level requirements of each client/user area are determined, and that service level agreements, agreements and negotiations with both internal and external suppliers are aimed at meeting the business needs of Xerox and XIM, by providing a value for money service, in terms of standards, quality of service, efficiency, safety, availability, performance and cost effectiveness. • Participates in the development of agreements for the supply of products and/or services, ensuring that each agreement underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met. Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of agreements and changes to agreements, service levels and specifications with end user management and suppliers. • On the basis of both experience and foresight, sets up and maintains a risk management program. Assures that the service complies with the relevant governmental, legal, and Xerox policies. Operational Oversight • Works with clients or users to establish qualitative assessment of the service provision, from the client/user perspective, and initiates actions for improvement, where appropriate. Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures. Implements specific proposals, balancing overall usage requirements with current and planned services, and prepares investment proposals to meet changes in demand. • In liaison with disaster recovery/business resumption, ensures that the necessary processes and procedures are in place to maintain or recover the delivery of services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to Xerox. • Ensures that quantitative and qualitative data is collected and analyzed to monitor the suppliers performance against agreed service levels, publishes the results, and initiates actions based on results. In liaison with Sourcing Relationship Managers, ensures proper monitoring of the agreements and recommends actions, including the enforcement of any penalty clauses, to bring agreements back into line or to terminate them. Ensures service levels are meeting stakeholder requirements. • Takes full responsibility for budgeting, estimating, planning and objective setting for the work of the function, within agreed policies and governance structures. Establishes and operates systems to monitor progress, take corrective action and produce reports as required by senior management. • Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Gives operational and maintenance acceptance for new and changed systems and services. • Ensures that regular meetings to review performance and progress take place with suppliers within established governance structure. Relationships • Advises and influences business clients, at management level, regarding the delivery, costs, availability and functionality of services and systems. Develops an effective partnership with suppliers and business clients, establishing confidence and respect. Represents XIM at a high level, both externally and internally, formally and informally, both for the functions represented and as an individual. • Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner. • Obtains and manages budgets for the execution of third party agreements, taking responsibility for promoting and deploying the products and/or services within Xerox. Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment. • Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the service delivery relationship on behalf of XIM, and enabling all communications to take place effectively and efficiently. Defines the escalation process/procedure for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict. • Ensures that stakeholders are aware of the terms and conditions of agreements, and deal appropriately with suppliers. Facilitates good communications between suppliers and stakeholders. Candidate Education: Minimum Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience. Preferred Master's Degree in Computer Science, Information Systems or other related field. Or equivalent work experience. Professional Certifications: Preferred Lean Six Sigma Green or Black Belt Certification Candidate Background: Skills, Knowledge & Ability: Minimum requirements: Has demonstratedextensive relevant technical or business work experience. Has broad commercial and technical expertise, often in a variety of environments. Demonstrates the leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions. Possesses a good level of management skills, with particular emphasis on interpersonal and negotiating skills. Is familiar with the requirements of the organization for products and services and with the use of the products and services which are the subjects of the agreements. Understands standard contracting procedures within own organization. Have sound commercial, organizational, time management, negotiation and resource management skills. Ability to prioritize work activities. Pays attention to detail. Is skilled in conducting meetings and team management. Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services. Demonstrated ability for systematically analyzing and managing problems arising from incidents in the operation of information systems. Has general awareness of the nature of business critical incidents, and of their implications for the business. Demonstrated ability to become thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service. Has the ability to lead teams successfully, when handling complex or high impact problems. Excellent demonstrated verbal, written and presentation skills. Above average proficiency using office productivity applications. Additional Role Requirements: CROSS DOMAIN - ITIL Foundation: Complete prescribed eLearning courses Intermediate Advanced: Service Mgmt level certification SPECIFIC DOMAINS - Applications (CRM, ERP concepts e.g. Siebel, Oracle, SAP - Network Technologies (Routing technology conceptual level, network transmission, wireless, architectures, switching, security, VPN, Internet, - Collaborative tools - Messaging - Contact/Call Centers - Identity Management - Client Devices (PC, handheld devices etc.) Job: Information Technology2012-04-03 20:04:24United StatesXeroxMichigan12010151MIDetroit, MI27615018http://xerox.jobs/xml/27615018/jobUSADetroitTitle: eDiscovery Consultant Location: United States-Michigan-Detroit Job Purpose: To support client sites in the retrieval, processing and production of documentation supporting client specific business purposes. Key Accountabilities: •Coordinate the activities related to the inventory, processing, review and production of electronic files. •Analyze raw data and reports and provide recommendation of production format. •Work with other Xerox resources to provide feedback and recommendations in the data loading process. •Stay current on emerging technologies, industry trends and capabilities in the eDiscovery area. •Provide counsel to clients and eDiscovery team regarding recommended processes and best practices while working with established client policies and •procedures, including input and recommendations to the litigation holds and archiving processes. •Develop strategic and tactical project plans with the legal teams, and participate in their execution. •Serve as liaison between key clients, IT Development, Operations departments, and third-party vendors. •Identify, recommend, and implement additional initiatives in line with the client’s needs. •Create various search syntax with an understanding of search indexes. • Bachelor’s degree in a technical field (or significant e-discovery experience) •3 years - Experience managing the collection, processing, review and production of eDiscovery data for litigation in a multi-party environment, including a working knowledge of search terms and production protocol. •2 years – Demonstrated experience providing guidance to clients on emerging technologies, industry trends, and handling of non-standard data sources. •Familiarity with current trends in eDiscovery, including early case assessment and sampling techniques. •Working knowledge of relational databases and client email systems (e.g., Lotus Notes, Outlook) •Knowledge of various commercial software applications for the processing and review of electronic data including the proper handling of metadata, text extraction and indexing of data. •Working knowledge of search syntax with an understanding of search indexes. •Advanced proficiency with MS Office, including Outlook, Word, PowerPoint, and Excel. •Strong organizational and time-management skills, including the ability to establish priorities and manage multiple tasks. •Excellent analytical, problem-solving, and decision-making skills. •Excellent written and verbal communication and presentation skills. NOTE: Qualified candidates must reside in, or be willing to relocate to Detroit, MI for this position. This position cannot be virtual. Job: Client Relationship Management / Service Delivery2012-02-01 20:24:22United StatesXeroxMichigan12003656MIDetroit, MI26248958http://xerox.jobs/xml/26248958/jobUSAGrand RapidsTitle: Integrated Sales Manager (ISM) Location: United States-Michigan-Grand Rapids Responsibilities: • Coach and counsel team members on all sales and marketing processes. • Manage operational performance of a team to achieve business objectives in the areas of: • Revenue & Expense • Profit growth • Customer Satisfaction • Employee Motivation & Satisfaction • Implement industry strategies and tactical actions • Deploy Document Solutions and Enterprise Services Strategies. • Identify and develop business relationships with key influencers and decision makers at corporate level of the client organizations. • Ensure 100% coverage of buying decisions through the effective and timely engagement of appropriate resources. • Develop strategic business plan for client organizations. • Implement and inspect the use of the Xerox Sales Management Process. • Ensure placement and implementation of strategically relevant Xerox solutions that enhance value to client organizations. • Manage relationships with key stakeholders, i.e. Customer Services, Customer Business Centers, Client Services, Focus Executives and third-party alliances. • Utilize Knowledge Sharing techniques to seek out and share solutions. • Utilize all hybrid-marketing strategies to enhance our value to clients. Qualifications: • 4-7 years successful selling in target environment and of integrated solutions and services. • Excellent working knowledge of Xerox Solutions and Services. • Some combination of consulting, in-depth knowledge of one or more key business processes, systems integration. • Excellent written and verbal communications skills. • Strong negotiation skills. • Excellent relationship builder. • Successful sales of integrated solutions and services in a systems environment. • Financial experience including proven P&L track record. Job: Sales and Marketing / Creative Services2011-12-30 19:55:55United StatesXeroxMichigan11019109MIGrand Rapids, MI25613596http://xerox.jobs/xml/25613596/job