Service Delivery Manager

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.

Overview

Xerox is an information services technology company that has continually redefined the workplace experience for more than 100 years and is currently seeking a Service Delivery Manager (SDM) to support multiple client accounts within our Shared Services organization. In this client-facing role, you will oversee end-to-end delivery of contracted services and solutions, ensuring client satisfaction, operational performance, and service excellence. You will collaborate with clients, internal teams, and external partners to drive continuous improvement, financial performance, and long-term client relationships.

What You'll Do

• Manage end-to-end service delivery across multiple client accounts, ensuring contractual commitments, service level agreements (SLAs), key performance indicators (KPIs), and client expectations are consistently met.
• Lead client governance activities, including operational reviews, quarterly business reviews, escalation management, action tracking, and service recovery planning to strengthen client satisfaction and retention.
• Oversee managed print services operations, including fleet and asset management, device changes, incident resolution, consumables management, supplier coordination, and service reporting.
• Monitor operational financial performance, including revenue, costs, margins, forecasting, and growth opportunities, while identifying efficiencies and implementing continuous improvement initiatives.
• Collaborate with cross-functional teams and external partners to manage Statements of Work (SOWs), contract changes, service transitions, compliance requirements, and process improvements.
  
  

• Bachelor's degree in Business or a related field, or equivalent experience, with 6 or more years of experience in operations or service delivery management, including accountability for client satisfaction and service performance.
• Demonstrated experience managing business client relationships, coordinating cross-functional teams, resolving escalations, and communicating effectively with management and senior stakeholders.
• Working knowledge of Statements of Work, contract change management, service delivery financials, SLA/KPI reporting, and operational performance analysis.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, with experience documenting processes, analyzing operational data, and implementing process improvements.
• Understanding of managed print services, fleet management systems, basic networking concepts, and technology-enabled service delivery. Familiarity with Xerox and Lexmark solutions, ITIL/ITSM practices, Lean, Six Sigma, or project management methodologies is preferred.
  
  

• Opportunities to collaborate with cross-functional service delivery, account management, finance, and technology teams.
• Experience supporting multiple client accounts and contributing to operational improvement and service excellence.
• Opportunities to apply analytical, financial, and process improvement expertise to meaningful business challenges.
• Collaboration with internal stakeholders and external partners to strengthen client relationships and service outcomes.
• Opportunities to contribute to service innovation, operational standardization, and business growth initiatives.