Xerox Infrastructure Services Problem Manager in Rochester, New York

Job Role Summary:

Responsible for service problem management, development and implementation; responsible for IT service delivery governance within the technical arenas of web, audio, video conferencing technologies. Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct including procedures covering the selection of suppliers, tendering and procurement. Sources and manages external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate.

Support multiple service areas such as conferencing, self-help portals, and service desk ITSM solutions via extensive review of incidents, escalations, and customer feedback trends to identify areas of focus. Lead to closure service improvement requests both internally and externally requested, manage high impact outages, and work with stakeholders and business partners to strategize, prioritize, and ultimately implement problem solutions, service improvements, and new organizational services.


  • Ensures that service delivery meets agreed service levels. Determines service level requirements and aids service levels implementations and then ensures that service delivery is monitored and all relevant information is recorded and analyzed. Establishes, and maintains, and/or reviews operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency to ensure agreed service levels are met and all relevant procedures are adhered to. Provides appropriate status and other reports to specialists, users and managers.

  • Diagnoses service delivery problems to identify actions required to maintain or improve levels of service and then initiates or delegates required actions to address. Initiates or refers required actions. Ensures that appropriate action is taken to investigate and resolve incidents and problems in systems and services and ensures that such incidents and problems are fully documented within the relevant reporting systems and coordinates the implementation of agreed remedies and preventative measures.

  • Maintains a broad understanding of the commercial IT environment, how organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Assists in the development of and manages the execution of contracts with suppliers to meet key performance indicators and agreed targets. Is responsible for the day-to-day service delivery liaison between the 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.

    / Autonomy:

    o Works under broad direction.

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

    o Receives assignments in the form of objectives.

    o Establishes own milestones, team objectives and delegates assignments.

    o Work is often self-initiated.


    o Influences organization, customers, suppliers and peers within industry in area of specialization.

    o Decisions impact on success of assigned projects i.e. results, deadlines and budget.

    o Develops business relationships with business partners.


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

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

    o Understands relationship between specialism and wider customer/ organizational requirements.

  • Uses best practices and knowledge of internal or external business issues to improve products or services

  • Acts as a resource for colleagues with less experience

  • Requires in-depth knowledge and experience

  • Decisions guided by policies, procedures and business plan

  • Generally global scope/accountability

    Main Responsibilities:


    S/trategy / Direction

  • Defines the mapping of services to clients/users to establish the structure of service level agreements (SLAs). Establishes, documents and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.

  • Influences design and development of new and changed systems and services to optimize operational efficiency. Contributes to definition of associated standards and techniques. Recommends operational and maintenance acceptance of new systems and services.

  • Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage.

  • 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

  • Works with client/user representatives to determine service level requirements. Supports and improves 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).

  • 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.

  • 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.

    Operational Oversight

  • Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Reviews SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and user management.

  • Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, Information Security Risk Assessments, Segregation of Duty, adhoc audit requirements, etc…).

  • Monitors levels of service achieved, 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.

  • Monitors the effectiveness of all service level management tools and processes in use. Recommends and justifies the purchase of new or upgraded tools and processes.

  • Ensures that regular meetings to review performance and progress take place with suppliers

  • Problem management function for services within span of control.


  • 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.

  • Is fully responsible, or leader of a team, 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.

  • 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.


  • Ensures that quantitative and qualitative data is collected and analyzed to monitor the supplier’s 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.

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

    Essential Skills/Knowledge/Certification:

  • 3-7 years of IT experience

  • LSS Green Belt online training required.

  • Strong experience in Problem Management

  • ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions. Certification may be required for some positions; see your mgr. for guidance.

  • Risk: Intermediate understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…)

  • Typically has significant relevant technical or business work experience.

  • Above average verbal, written and presentation skills.

  • Broad commercial and technical expertise, often in a variety of environments.

  • Possesses a good level of management skills, with particular emphasis on interpersonal and negotiating skills.

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

  • Above average proficiency using standard Office productivity applications pc-based analytical tools.

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

  • Has sound commercial, organizational, time management, negotiation and staff management skills.

  • Pays attention to detail.

  • Is skilled in conducting meetings and team management.

  • Is familiar with the requirements of the organization for products and services which are being contracted for.

  • Shows a systematic, analytical approach to problem solving and shows aptitude for analyzing and managing problems arising from incidents.

  • Has a broad knowledge and understanding of IT concepts, current and emerging RISK Coherences, and architectures.

  • Has deep practical knowledge of incident and problem management and the principles and processes of implementing and delivering IT services.

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

  • Is 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.


    Bachelor’s Degree or Master’s Degree in Computer Science, Information Systems, Business Administration, Contract Administration, Finance, or other related field. Or equivalent work experience.

    This job description is meant as a guideline for applicants, and employees of Conduent. It is not a definitive or exhaustive description and consequently may not include all tasks or functions related to the position. This document does not create, and is not part of, an employment contract. Please note the position may change to meet the changing requirements of Conduent’s business. Employees may be assigned duties either, in addition to or instead of, those set out in this document and the position is subject to further changes at Conduent's discretion.

Job: IM Service Delivery

Organization: Xerox (XT)

Title: Infrastructure Services Problem Manager

Location: New York-Rochester

Requisition ID: 16024516

Virtual/work from home? No