Xerox Service Delivery Manager – Level 2 in Nashville, Tennessee


The Service Delivery Manager (SDM) role is a key services delivery operations leadership position.The Service Delivery Manager provides leadership and direction for the client, setting and meeting objectives at the executive level for the rollout of services on a regional global basis . The Service Delivery Manager plays the lead role in implementing regional/national/global solutions,drives operational consistency and excellence across account locations (country and/or regions), partners with Sales in development of client/account transformation and growth strategy. The Service Delivery Manager drives client satisfaction and retention.

Keycomponentsof success includebuilding client relationships/Client Retention, delivering operational excellence, joint account partnership with Sales,partner managementrevenue and profit growth.


The position has the responsibility for the delivery of service for a large regional client. Has responsibilityforannual post sale revenue/gross profit plan.The role has leadership responsibilities, often in a matrixed virtual team environment . The rolerequires an in-depth knowledge of Centralized Print Services offerings along with the ability to apply industry and client specific insights to recommend the appropriate solutions to enable the client’s business drivers. A portion of the role is to get deeper into the client(s) environment and industry, link the insights to the client’s business driver(s) and influence the client’s decisions to retain the business, and ultimately drive additional growth opportunities.

This role could manage individual contributor employee(s) on an exception basis.

Primary Responsibilities:

Develop and manage customer relationships across the enterprise.

Act as the lead strategist for the print and design operations.

Provide industry insight on emerging communication technologies, workflow and trends

Travel across the HCA West Florida, East Florida, North Florida, and South Atlantic divisions to develop and manage relationships with the key Customer stake holders.

Responsible fordelivery of servicefora large,regional,global and/or nationalclient(s)

Provides a focusclientretention.

Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Being able to evidence these savings across relevant client base.

Provides leadership and support for new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offerings).

Leads the activities of service delivery teams to ensure budgets are managed effectively and that opportunities for leveraging economies of scale acrossXerox - and geographic boundaries - are maximized.

Provides expert problem management support to the most difficult, high profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.

Takes a strategic perspective to anticipate future challenges within the industry and identifies the implications for service delivery, including likely future capability and resource requirements. Leads continuous improvement and innovation of service delivery processes and standards across theclient / account base.

Maximizes same account growth opportunities.

Defines requirements for new services in line with GDO strategy. Ensures such offerings are professionally introduced, accepted and delivered.

Candidate Education:

Minimum: Bachelor's Degree

Professional Certifications:

Minimum: Lean Six Sigma Yellow Belt Certification, Qwik solver or equivalent

Candidate Background: Skills, Knowledge & Ability:

Minimum requirements:


Healthcare Providers Industry experience inservices outsourcing / operations (computer science,business administration or a related field)


Experience ofCentralized Print Services, service delivery or consulting coupled with financial P&L responsibility, projects and client interaction experience


Experienceindesigningand implementingsignificant productivityandclientretentionimprovements


Experience leading diverse teams.


Experiencesupportinglarge outsourcing bids, from pre-sales to successful implementation


Background as a seasoned service delivery and/or consulting professional who has demonstrated the ability

to build executive level relationships.


Proven track record communicating strategic value propositions at the enterprise level


Knowledge of project management principles including use of relevant project management tools


Strong organizational, problem-solving, and analytical skills; ability to manage multiple, complex priorities and workflows


Profit focused and accountable for results; strong financial acumen


MPS solutions management (centralized print, fleet management/optimization, assessment, rate card, etc.)


Negotiation/influenceskillsthat effectively maintain relationships in sensitive situations

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to

Job: Service Delivery Management

Organization: Delivery Operations

Title: Service Delivery Manager – Level 2

Location: Tennessee-Nashville

Requisition ID: 16032696

Virtual/work from home? Yes