Xerox Service Delivery Manager in Utrecht, Netherlands

Xerox Corporation (NYSE: XRX) 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, maximize 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, personalize, package, analyze and secure information to keep our customers moving at an accelerated pace.

About the role:

The Service Delivery Manager will have responsibility over 2 clusters of customers within the Central Government team, dealing with all services delivered (MPS, CPS, C&MS). The successful candidate will report directly to the Client Account Delivery Manager for the Central Government team.


  • Service Delivery Manager is accountable for managing service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.

Primary Responsibilities:

  • Consistent and measured delivery of service to SLA

  • Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value

  • Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)

  • Processes in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance

  • Ensures resources, capabilities and capacity to meet both existing and new business demand

  • Ownership of problems and incidents, identification of root causes and addressing these

  • Constantly improves the quality and inter-working of the whole virtual service team, including other Xerox service partners and suppliers. Ensures the client contractual targets and measurements are supported by back-to-back supplier commitments

  • Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution

  • Motivates, develops and mentors other service delivery employees and managers

  • Identifies same account growth opportunities to be converted into sales prospects

Key Skills and Experience:

  • Bachelor's Degree

  • Experience of having successfully operated at prime customer contact level

  • Service delivery management experience having lead high quality service delivery to customer(s)

  • Demonstrable experience of having designed and implemented productivity as well as customer satisfaction improvements

  • Preferred experience in outsourcing bids, from pre-sales to successful implementation

  • Proven experience of contract negotiation/supplier management

  • Experience in managing budgets and account financials

  • Fluent Dutch and English are essential

Title: Service Delivery Manager

Location: Netherlands-Utrecht-Breukelen

Requisition ID: 18002896

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.