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Service Delivery Management

General Information

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City

Dallas, Fort Worth, Irving

State/Province

Texas

Country

United States

Department

SERVICE DELIVERY MANAGEMENT

Date

Thursday, July 3, 2025

Working time

Full-time

Ref#

20036068

Job Level

Executive Manager

Job Type

Experienced

Job Field

SERVICE DELIVERY MANAGEMENT

Seniority Level

Associate

Currency

USD - United States - US

The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers (https://xerox.avature.net/en\_US/careers) , we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers (https://xerox.avature.net/en\_US/careers) .

Description & Requirements

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About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us 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 resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.

Key components of success include delivering operational excellence & SLA achievement, client satisfaction and retention, developing strong relationships and teams (internally & externally), managing the P&L at account/contract level, collaborating with internal senior leaders (sales and operations), identifying additional opportunities to grow revenue and profit, reduce costs.

Note - Dallas-Fort-Worth TX area is preferred but open to major metropolitan area (Houston/Austin/El Paso-TX)

Specific:

+ The position is an operational leadership role with full operational accountability for a portfolio of assigned small to medium sized accounts

+ Has responsibility for annual post sale revenue/gross profit plan

+ Has people management responsibilities, across multiple sites including a matrix, virtual team environment

+ The position manages both internal and external (client and partner) relationships, and interfaces with multiple levels.

**General** :

+ Contributes to departmental business plans and priorities by applying company policies and procedures to resolve a variety issue

+ Sets priorities for team to ensure task completion; coordinates work activities with another supervisor

+ Requires knowledge and experience in own discipline; still acquiring higher level knowledge and skill

+ Typically, a graduate, although may have progressed into the role via equivalent business experience that provide knowledge and exposure to fundamental, theories, principles, and concept

+ Decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager

Primary Responsibilities:

+ Client Relationship Management:

+ Communications, Relationship building and Networking

+ Services Delivery Operational Leadership:

+ Deliver operational excellence - assess and optimize customer’s print technology and business processes driving innovation, high quality & cost effectiveness

+ Manage services client contracts and statements of work/service level agreements delivering contracted scope

+ Effective communications (internally & externally)

+ Effective, efficient resolution of client problems/issues, leveraging internal/external resources

+ Understand & leverage Xerox print technology and solutions

+ Achieve Contract Service Level Agreements/Customer Satisfaction:

+ Owns delivery of services through operational teams

+ Deploy services to meet contracted Service Level Agreements/Statement of Work and reporting requirements

+ Focal point for service level agreement management, key performance indicators, reporting, and problem resolution

+ Advise client of opportunities to improve the success of their business operations

+ Understand client’s industry, business and their critical business drivers

+ Provide leadership and support for new deal implementations with implementation partners

+ Identify opportunities to improve gross profit through cost management and post-sale revenue growth

+ Develop and conduct client business reviews & support overall client communication plan in partnership with sales

+ People and Resource Management:

+ Talent Management - Complete/lead all HR activities for teams including recruiting, retention, succession planning, training, performance management, development, compensation/pay, team building, and recognition practices

+ Manage talent acquisition per labor cost strategy

+ Deploy communications to teams and gather feedback for on-going improvement

+ Financial/ Business Growth:

+ Accountable for achievement of financial plan

+ Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve TTR, DSO/cash, and audit requirements.

+ Generate demand for same account revenue growth & cost management opportunities

+ Analyze workflow to ensure efficient and cost-effective operations. Develop / implement process improvements

+ Provide accurate and timely customer billing/inspection

+ Maximize account retention

+ Meet all monthly reporting requirements and manage internal control processes

Benefits We Offer:

+ Competitive compensation (hourly compensation and applicable overtime)

+ Comprehensive benefits offerings (including medical, dental, vision, life insurance)

+ Retirement Plan – 401k

+ Paid holidays, personal choice days, and paid time off

+ A culture that offers flexibility and a healthy work life balance

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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. Learn more at www.xerox.com and explore our commitment to diversity and inclusion: https://www.xerox.com/en-us/jobs/diversity 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 [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.