Xerox Manager I, Service Delivery Management in Virtual, Virginia

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.

Learn more at www.xerox.com.

Purpose:

  • Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels within an ITIL based PMO structure resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.

  • Oversees and manages the operations of a cross functional PMO responsible for the account (i.e. service delivery, project management, sales, operations, IT, HR, facilities).

  • Operations - Plans, manages, and controls the day-to day activities of the PMO team that provides operational ITIL service operations supporting business operations.

  • Account Management - Partners with client(s) and other client identified partners to provide product/service solutions, problem resolution and to develop new business

  • Lead and provide daily oversight to an onsite Program Management Office accountable for ongoing service design, service transition, service operations and continual service improvement to include incident and request management, change management, configuration management, problem management

-Responsible for project management, leadership and execution of a portfolio of Information Technology projects / programs; and ensuring alignment with IT standards and strategies

Scope:

General:

-Develops departmental plans, including business, production and/or organizational priorities

-Interprets internal or external business issues and recommends solutions/best practices

-Decisions are guided by resource availability and functional objectives

-Manages integrated cross functional project plans and activates

-Manages and leads ITIL based operational processes and methodologies

  • Significant responsibility for the work of others and for the allocation of resources.

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

  • Anticipate internal and/or external business challenges / regulatory issues

  • Recommend process, product or service improvements

Primary Responsibilities:

-Directs and manages the daily operations of the account PMO

  • Leads the deployment and change management activities for new services in accordance to ITIL standards and customer expectations.

-Leads the development and updating of key PMO enablers (e.g., Processes, SharePoint sites, Communication Plan, Organization Charts, Change Request Log, etc.), as directed by the Account Executive.

-Monitors areas of significant program risk in conjunction with the Leadership Team, manages PMO level and escalated project issues to resolution and provides advice to Account Executive and leadership team

-Ensures that all necessary project management deliverables are completed consistently and in sufficient detail to provide for adequate management and control.

  • Responsible for coordinating the execution of the project portfolio within scope of the PMO, including management of project interdependencies to ensure smooth overall project/program execution in support of the Account Executive

-Determines resource allocation levels to meet project/contract commitments

-Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed

-Reviews and resolves issues affecting Company compliance, legal requirements and client objectives

Operations:

-Establishes operational objectives and work plans, and delegates assignments to subordinate managers.

-Develops systems and services that support Xerox Services and business unit needs; provides leadership and focus in area of expertise.

-Responsible for achieving measurable results on time and on budget.

-Develop and subsequently implement new projects, policies and procedures for the department(s) to meet specific goals.

  • Formulates and implements procedures on operational processes; ensures operations' effective achievement of objectives.

  • Prepares related reports and audits current procedures to monitor efficiency of operations.

  • Ensures that business practices are performed in accordance with Xerox Services policy, procedure and applicable federal, state, and local laws and regulations.

Account Management:

-Oversees and manages aspects of the client engagement

-Partners with client’s team during budget development and problem resolution

-Maintains and enhances existing client relationships and ensures customer satisfaction

-Analyzes client’s needs and makes recommendations of additional product/services offered by Xerox Services

-Partners with senior staff in developing and marketing new client programs/services as required

-Analyzes workflow and assignments to ensure efficient and cost effective operations; develops/implements process and service improvements as needed

-Provides regular updates to senior management regarding client issues, budgets, etc.

Candidate Education:

Minimum Bachelor's Degree in Computer Science, Information Systems, Business Administration, or other related field

Preferred Master's Degree in Computer Science, Information Systems, Business Administration, or other related field

Professional Certifications

Minimum PMP or equivalent Project Management certification

Minimum ITIL V3 Intermediate

Preferred ITIL V3 Expert

Candidate Background:

Minimum The role requires strong technical, communication and management skills and extensive experience in managing the operations of a business

Minimum P&L management - cost reduction and revenue management experience

Minimum Proven people management skills - able to lead and motivate teams

Minimum Client relationship development experience to build and maintain effective relationships and resolve concerns or problems

Minimum Demonstrated leadership skills, high energy and team motivator

Minimum Self-initiative and results oriented

Minimum Strong business acumen

Minimum Direct experience leading/managing complex projects

Minimum Ability to perform critical analysis of complex projects

Minimum Advanced proficiency in MS Project

Minimum In-Depth knowledge of relevant industry standards and governmental regulations

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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Title: Manager I, Service Delivery Management

Location: Virginia-Virtual- VA

Requisition ID: 18003519