Xerox Service Delivery Manager, SharePoint (Collaboration Infrastructure Services) in Rochester, New York

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit , , or .

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Service Delivery Manager, SharePoint (Collaboration Infrastructure Services)

Job Role Summary • Responsible for managing consistency of process deployment within Authentication Services and across Enterprise Infrastructure with an emphasis on SharePoint. • Responsible for ensure integrated problem management within Authentication and identity management services as well as across Enterprise architecture.

Purpose: • Maintains the process catalogue for Authentication and Identity Management . Integrates with Enterprise infrastructure process owners and ensure consistency across teams. • Executes problem and process management governance to ensure compliance and consistent delivery with stated Levels of Service.

Scope - Job Specific


  • Has defined authority and responsibility for processes within Authentication and Identity Services., including technical, financial and quality aspects.

  • Establishes organizational objectives and delegates assignments.

  • Accountable for actions take and decisions made by self and subordinates.


  • Influences policy formation on contribution of specialization to business objectives

  • Decisions impact work of employing organizations, achievement of organizational objectives and financial performance.


  • Complex work activities covering technical, financial and quality aspects and contributing to outstanding service delivery.

Main Responsibilities:

Business Value / Context

  • Coordinates and supports processes for service delivery that support the needs of the client organization.

  • Ensures that a Process Catalog of all processes created and maintained. Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained.

  • Ensures that processes support the service level requirements of each client/user area.

  • Assures that the service complies with the relevant governmental, legal, and Xerox policies.

Operational Oversight

  • Ensures that the necessary arrangements are in place to meet appropriate RISK requirements (Safe Harbor/Privacy, SOX, etc…). On the basis of both experience and foresight, sets up and maintains a risk management program.

  • 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.


  • 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.

  • Responsible 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. Executes the escalation process/procedure for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.

Education Requirements:

Bachelor’s Degree or Masters Degree (preferred) Computer Science, Information Systems, Engineering, Business Administration, Contract Administration, Finance, or other related field. Or equivalent work experience.

Professional Certifications:

Prefer LSS Green Belt online training required.

Candidate Background: Skills, Knowledge and Abilities:

  • Expert knowledge of SharePoint

  • Strong project management or business work experience, including previous supervisory experience .

  • Has demonstrated extensive relevant business work experience in a Service Delivery role.

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

  • Possesses a high level of management skills, with particular emphasis on interpersonal and negotiating skills and the ability to motivate staff.

  • 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.

  • Is familiar with the principles and practices involved in development and maintenance of software solutions and architectures and in service delivery and is able to gain thorough knowledge of the system components and interfaces being designed or integrated, testing procedures, configuration issues and challenges

  • Have sound commercial, organizational, time management, negotiation and resource management skills.

  • Ability to prioritize work activities.

  • Is skilled in conducting meetings and team management.

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

  • Demonstrates high standards of professional behavior in dealings with clients, colleagues and staff.

  • Above average proficiency using office productivity applications and comprehensive understanding of project and program management techniques.

  • Must be currently eligible to work in the US for any employer without sponsorship.

  • Must consent to and successfully clear all required pre-employment screenings (background and substance abuse).

Additional Role Requirements: • ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions. • Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc . ) .

NOTE: Strong preference for the person in the position to be located in Rochester, NY. A virtual work environment might be considered for the ideal candidate.

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.

This job description is meant as a guideline for applicants, and employees of Xerox. 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 Xerox’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 Xerox's discretion.

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Job: IM Service Delivery

Organization: Xerox (XT)

Title: Service Delivery Manager, SharePoint (Collaboration Infrastructure Services)

Location: New York-Rochester

Requisition ID: 16026797

Virtual/work from home? Yes