Xerox Analyst II, IM Service Delivery - Enterprise Process Management in Rochester, New York


Enables service delivery team performance levels to meet agreed service levels while optimizing costs to deliver these services.

  • Creates and maintains a catalogue of available services and service definitions.

  • Defines and governs service management metrics for a catalogue of services which reflect of business priorities and requirements.

  • Analyze service delivery performance and opportunities to drive efficiency across the catalogue of services where system deficiencies and opportunities exist.

  • Establishes and maintains operational methods, procedures and tools and reviews them regularly for effectiveness and efficiency.

  • Ensures that service delivery performance evaluations are reported per governance standards and all relevant information is recorded and analyzed in a timely manner.

    Diagnoses service delivery problems to identify actions required to maintain or improve levels of service and then initiates or delegates required actions to address. Ensures that operational problems are identified and resolved. Provides appropriate status and other reports to specialists, users and managers. Ensures that operational procedures and working practices are fit for purpose and current business requirements.

    T akes responsibility for the design and operational control of organizational based governance and workflow business process solutions, maintenance and effective use of available IT components. Schedules and supervises all change management work.

    Collaborates across IT Service management functions to ensure that appropriate action is taken to investigate and resolve incidents and problems in IT Service Management tool offerings. Ensures that such incidents and problems are fully documented within the relevant reporting systems. Coordinates the implementation of agreed remedies and preventative measures.

    Maintains a broad understanding of the commercial IT environment, how XIM sources, deploys and manages external partners and when it is appropriate to use in-house resources.

  • Works across the organization to support contract management/governance to enable timely execution of contracts with suppliers to meet key performance indicators, deliverables, and agreed targets.

  • Is responsible for the day-to-day service delivery liaison between XIM and designated supplier(s). Scope:


  • Works and delivers under broad direction.

  • Work is often self-initiated.

  • Full accountability for own technical work or project/supervisory responsibilities.

  • Receives assignments in the form of objectives.

  • Establishes own milestones and collaborates on objectives as appropriate.


  • Influences organization, customers, suppliers and peers within industry on contribution of specialization.

  • Decisions impact on success of assigned projects (i.e. results, deadlines and budget.)

  • Develops business relationships with business partners, suppliers, and service owners.


  • Challenging range and variety of complex technical or professional work activities.

  • Work requires application of fundamental principles in a wide and often unpredictable range of contexts.

  • Understands relationship between specialism and wider customer/ organizational and business requirements.

    Primary Responsibilities:

  • Strategy / Direction

    o Creates and maintains a catalogue of all available services (Service Catalogue).

    o Establishes, documents and maintains operational methods, procedures, and tools in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.

    o Influences design and development of new and changed systems and services to optimize operational efficiency and reflect current business requirements.

    o Leads updates and improvements to definition of associated standards and techniques.

    o 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 resource. Advises on policy and procedures covering the selection of suppliers, tendering and procurement.

  • Business Value/ Context

    o Works with client/user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security).

    o Manages customer expectations and perceptions in order to optimize customer satisfaction. Works with customers to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and satisfaction surveys.

    o Takes responsibility for driving compliance to governance standards across the catalogue of services within own organization.

    o Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment as required.

    o Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of contracts and changes to contracts, service levels and specifications with end user management and suppliers. Either has sole responsibility for small contracts which are not mission critical or is one of a team handling larger or more important contracts.

  • Operational Oversight

    o Periodic audit of Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that service performance is in line with SLA targets. Liaises regularly with service providers and service owners to review and improve performance against SLA.

    o Liaises with those responsible for problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service, referring issues to higher levels of management as required.

    o Monitors levels of service achieved across the catalogue of services, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs, and initiates appropriate action involving other service management functions as necessary.

    o Monitors service performance as defined by the governance model. Recommends changes to reflect business conditions and provides insights at the organizational level for governance reviews.

    o Ensures that regular meetings to review performance and progress take place with suppliers and leadership teams.

  • Relationships

    o Develops contracts for the supply of products and/or services, ensuring that each contract underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met.

    o Is fully responsible for the liaison between the customer and the supplier organizations, owning the relationship on behalf of the customer organization, and enabling all communications to take place effectively and efficiently. Is the first point of escalation for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.

    o Ensures that users in own organization are aware of the terms and conditions of contracts, and deal appropriately with suppliers. Facilitates good communications between suppliers and users within own organization.

  • Analysis

    o 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. Ensures proper monitoring of the contracts and recommends actions, including the enforcement of any penalty clauses, to bring contracts back into line or to terminate them.

    o Maintains agreed statistics for quality assurance purposes to assess the ongoing success and effectiveness of the process

    Candidate Education:

    Minimum: Bachelor's Degree

    Computer Science, Information Systems, Business Administration, Contract Administration, Finance, or other related field. Or equivalent work experience.

    Preferred: Master's Degree as above

    Professional Certifications: Preferred: LSS Green Belt.

    Candidate Background: Skills, Knowledge & Ability:

    Minimum requirements:

  • Shows a systematic, analytical approach to problem solving.

  • Has sound organizational, time management, negotiation, and team interaction skills.

  • Pays attention to detail as required, but balances focus and communications at the appropriate level of the audience/task.

  • Is skilled in conducting meetings and team management.

  • Demonstrates good negotiation skills with experience of dealing with users, other staff and suppliers.

  • Typically has significant relevant technical or business work experience.

  • Shows aptitude for 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.

  • Has broad commercial and technical expertise in a variety of environments.

  • Demonstrates the special leadership skills needed to handle innovation and change resulting from the implementation of new information.

  • 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.

  • Has the ability to lead teams of staff successfully, when handling complex or high impact problems.

  • Above average verbal, written and presentation skills.

  • Above average proficiency using standard Office productivity applications and pc-based analytical tools such as Excel, Access, SharePoint, Visio, PowerPoint, and Exchange.

    Additional Role Requirements:


    • ITIL Foundation: Complete prescribed eLearning courses

    Intermediate Advanced: Service Mgmt level certification


    • Collaborative tools: SharePoint 2010 Site Collection Administrator
    • Contact/Call Centers
    • Service Delivery applications

Job: IM Service Delivery

Organization: Enterprise Infrastructure

Title: Analyst II, IM Service Delivery - Enterprise Process Management

Location: New York-Rochester

Requisition ID: 16026870

Virtual/work from home? No