Xerox Service Improvement Manager in Lisbon, Portugal

Xerox Corporation is an $11 billion technology leader that innovates the way the world communicates, connects and works. Our expertise is more important than ever as customers of all sizes look to improve productivity, maximise profitability and increase satisfaction. We do this for small and mid-size businesses, large enterprises, governments, graphic communications providers, and for our partners who serve them.

We understand what’s at the heart of work – and all of the forms it can take. We embrace the increasingly complex world of paper and digital. Office and mobile. Personal and social. Every day across the globe – in more than 160 countries – our technology, software and people successfully navigate those intersections. We automate, personalise, package, analyse and secure information to keep our customers moving at an accelerated pace.


We have an exciting opportunity for a dynamic, proactive and enthusiastic Service Improvement Manager who will work alongside the Head of MAS (Managed Application Support) for MPS (Managed Print Services) capability with direct ownership for key programmes.

He/She will pro-actively drives programmes within MAS Global Remote Support Operations which cover programmes that span the entire Managed Print Service Offering with North America, Europe and the Developing Markets (NAO, IO & DMO).

These programmes will involve interface and co-ordination with the NAO (North American Operations), IO (International Operations) and DMO Countries, Global Teams and key Value Chain Partners (e.g. GCC, CSO etc), working with Customer and Supplier relationships.

Main responsibilities:

  • To lead programmes with NAO, IO MPS Capability scope. To deliver programmes to scope and timescales outlined. To co-ordinate and manage programme Stakeholders for action implementation and programme review.

  • Makes revisions to policies, processes, procedures and plans where necessary. Develops and propagates knowledge of improvement actions to improve organisational learning.

  • Creates and Manages Service Implementation Plans (SIP’s) to realise improvements. Considers Customer, Xerox and External (e.g. legislation / compliance) requirements.

  • Measures, reports and communicates progress of on service improvement initiatives.

  • Responsible for establishing processes, at a capability level and in line with GSDM Model.

  • Overseeing key programmes for the MPS Capability, in line with capability goals. Providing review, updates, Risk management and mitigation, programme reporting (KPI: Programmes delivered within agreed timescales and to agreed Goal).

  • Overseeing the successful resolution of high profile client service delivery problems associated with service delivery or service transformation across MPS Capability client base.

  • The role has significant interaction with diverse teams and requires ability to challenge the status quo and drive change. Country Engagement will require understanding of and ability to remove cultural and linguistic barriers.

  • Programme manages - and monitors the implementation of - process standards within relevant MPS Capability account base in line with Service Excellence direction. The consistent implementation of best practice processes provides a foundation for enhanced quality of service at best cost

  • Driving programmes that deliver service improvement, service innovation and productivity improvements resulting in enhanced value for customers and protecting margin for Xerox.

  • Unblocking and removing barriers for within programmes to drive delivery of service that meets SLA and delights the customer.

  • Is able to align client expectations with the Xerox service delivery capability and service improvement initiatives, able to effectively communicate internally and externally.

  • Provides expert problem and major incident management leadership to difficult, high profile issues.

  • Champion of MPS application SIP reviews and processes in line with Service Delivery governance guidance.

  • Where service improvement is required, ensures that a clear plan is established, and agreed with the appropriate parties on how to move forward consistently.

  • Oversees and monitors that – when relevant – the responsible parties implement corrective action plans and follow these through to successful resolution.

  • Ensures and monitors that root-cause analysis of identified issues is conducted and learning is shared and applied for future benefit.

Candidate Education & Background

  • Demonstrable experience of having designed and implemented significant programmes as well as productivity improvements

  • Demonstrated ability to work collaboratively - and lead - in a matrix management environment

  • Strong experience of IT, service delivery or consulting

  • Strong people management experience, projects and client interaction experience

  • Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI)

  • Strong Project Mgmt skills

  • Fluency in English ( pref another European Language)

  • Good communication skills both verbal and written

  • Negotiation skills

  • Proactive approach and self-motivated to work individually and in a team

  • Ability to build strong relationships with remote delivery organization and client interface

  • Ability to build strong relationships with remote delivery organization and client interface

  • Ability to engage with cross-functional, global and multi-lingual teams for support.

Title: Service Improvement Manager

Location: Portugal-Lisbon-Lisbon

Requisition ID: 18003171

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.