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Sr. Manager, Service Enablement

General Information

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Country

United States

Department

IM SERVICE DELIVERY

Date

Thursday, October 2, 2025

Working time

Full-time

Ref#

20036480

Job Level

Executive Manager

Job Type

Experienced

Job Field

IM SERVICE DELIVERY

Seniority Level

Associate

Currency

USD - United States - US

Annual Base Salary Minimum

80,460

Annual Base Salary Maximum

160,920

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 .

The Sr. Manager, Service Enablement leads client onboarding and in-service change within Managed Services, driving seamless transitions across the ITIL Service Lifecycle with a focus on on-time delivery and exceptional customer experience. This role manages and develops a team of administrators and specialists, serving as the primary client-facing escalation point to oversee communications, manage expectations, and ensure high-quality onboarding. The Sr. Manager also mentors the team to maintain strong performance, consistent process execution, and adherence to ITIL best practices.

Key Responsibilities

Leadership & Team Management

+ Manage theService Enablementteam, providing direction, guidance, and supportto ensure high performance, consistent process execution, and adherence to ITIL best practices.

+ Foster a culture of accountability, continuous improvement, and professional development within the onboarding team.

+ Coordinate andallocateteam resources to meet onboarding deadlines, balancing workloads tooptimizeefficiency and quality.

+ Assign andmonitorwork, ensuring alignment with project timelines and priorities.

+ Conduct regular team meetings to review progress, address issues, andmaintainalignment with onboarding goals.

+ Provide ongoing training, coaching, and mentorship to team members to improve skills, efficiency, and service quality.

+ Conduct performance reviews and support career development planning for direct reports.

Client Engagement & Communication

+ Serve as the primary point of contact for clientescalationsduring onboarding, ensuring clear,timely, and professional communication.

+ Manage client expectations by proactively addressing scope changes, risks, and dependencies whilemaintaininga seamless customer experience.

+ Facilitate onboarding kick-off meetings, progress reviews, and post-onboardingevaluations. Buildandmaintainstrong client relationships to ensure satisfaction, trust, and successful service adoption.

+ Escalate and resolve client concerns promptly tomaintainsatisfaction and trust.

Service Lifecycle Management

+ Overseeonboarding activities within the ITIL Service Lifecycle framework, ensuring alignment from service design through operational readiness.

+ Identifypotential service gaps with existing clients during onboarding or in-service changes, ensuring issues are addressed before transition to operations.

+ Drive continuous service enhancement by capturing lessons learned, incorporating client feedback, and aligning improvements with ITIL continual service improvement practices.

+ Conduct post-implementation reviews to evaluate service performance against agreed targets.

Service Transition Management

+ Plan, coordinate, and manage the transition of new clients, solutions, or services into production in alignment with ITIL Service Transition processes.

+ Oversee onboarding project plans, schedules, and deliverables.

+ Define and refineservice acceptance criteriato ensure smooth transition into steady-state operations.

+ Ensure that service acceptance criteria are met before handover to operations.

+ Establish andmaintainservice readiness reportingto track progress against acceptance criteria and operational preparedness.

Documentation

+ Ensure all service-related documentation (technical guides, process workflows, SLAs) is created,validated, andmaintained.

+ Keep onboarding process documentation, templates, and checklists current and aligned with ITIL standards.

+ Ensure service records and CMDB entries areaccurateand complete.

Quality, Compliance & Continuous Improvement

+ Verify that all new services meet agreed service levels, security requirements, and compliance standards prior to go-live.

+ Conduct risk assessments and mitigation planning for onboarding activities.

+ Gather feedback from clients and internal teams to improve onboarding processes.

+ Implement continual improvement initiatives to increase onboarding efficiency and client satisfaction.

Key Performance Indicators (KPIs)

The following KPIs will be measured on a quarterly basis.The target values will bedeterminedbyManageron an annualbasis.

+ Onboarding completion within agreedtimeframesand scope.

+ Client satisfaction scores for onboarding process.

+ Accuracy and completeness of documentation and CMDB entries.

+ Team performance against onboarding task SLAs.

+ Service readiness ratings at go-live.

+ Continuous improvement initiatives implemented.

Qualifications & Experience

+ Bachelor’s degree in Information Technology, Business Administration, or related field (or equivalent experience).

+ 5+years of experience in IT service management, service delivery, or project management roles.

+ 5+ years of experience managing teams in an IT services or Managed Services Provider (MSP) environment.

+ ITIL v4 Foundation Certificationpreferred(Intermediate, Managing Professional, or Strategic Leader desirable).

+ Proven experience in service transition and service lifecycle management.

Skills & Competencies

+ Strong leadership and people management skills.

+ Excellent communication and client relationship skills.

+ Ability to mentor, coach, and develop team members.

+ Strong organizational and project management capabilities.

+ Ability to manage multiple concurrent onboarding projects.

+ Proficiencywith ITSM tools (e.g., ServiceNow, ConnectWise, or similar).

+ Strong analytical and problem-solving skills.

+ Commitment to quality and customer satisfaction.

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\#LI-REMOTE

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.