Business Operations Manager

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

Overview:

As a Business Operations Manager (BOM) at Lexmark, you will be the key operational lead ensuring the delivery of Managed Print Services (MPS) is executed to contract and customer expectations. This global-facing role supports MPS accounts through contract management, back-office process execution, escalation handling, and operational governance. You’ll work cross-functionally with Geo Operations, Shared Services, Sales, and PMO to ensure data accuracy, timely setup, and service alignment to SOW requirements.

What You’ll Do:

Core BOM Responsibilities:

• Interpret and manage contractual obligations per MPS Statements of Work (SOW)
• Coordinate setup and changes across Customer Operations, back-office teams, and Geo BOMs
• Monitor service delivery to ensure alignment with SLAs and internal capabilities
• Drive resolution of escalations related to consumables, billing, entitlement, or system gaps
• Support continuous improvement projects and end-to-end process testing
• Provide guidance to sales and pre-sales teams on service capabilities and contract compliance
• Collaborate with Country BOMs and Operations Control Towers to meet country-specific delivery expectations
• Track and monitor monthly and quarterly account billing and invoice completion
  
  

• Coordinate the customer onboarding process and lead setup tracking globally
• Serve as the central escalation point for account setup issues
• Facilitate meetings with Geo BOMs and back-office teams (e.g., Invoicing, CCM, AMS)
• Maintain global setup trackers and ensure standardization across regions
• Drive contract change implementation (e.g., rate adjustments, FX changes)
• Participate in pre-sales and maintain lessons learned documentation
  
  

• Act as regional lead for setup execution and coordination
• Communicate setup timelines, concerns, and support needs to Global BOM
• Ensure consistency of CDWs and alignment across countries
• Manage invoicing and pricing setup across regional accounts
  
  

• Bachelor’s degree (Business, IT, or related field)
• 3–5 years of experience in operations, contract management, or service delivery
• Strong knowledge of SLA adherence, customer account governance, and enterprise process frameworks
• Proven ability to coordinate cross-functional teams in a global setting
• Experience handling escalations, billing issues, and operational system dependencies
  
  

• Action-oriented with strong problem-solving and analytical skills
• Excellent written communication and presentation skills
• Proficiency in Microsoft Excel, PowerPoint, and process management tools
• Familiarity with ERP systems (e.g., SAP, Siebel, D365)
• Comfortable working across cultures, geographies, and functions
  
  

• Experience in Managed Print Services or similar contractual service operations
• Familiarity with KPI tracking, SLA reporting, and global rollout support
• Project management certification or experience
  
  

• Structured onboarding and access to SOW and setup governance models
• Supportive cross-functional team and global SME community
• Participation in internal continuous improvement initiatives
• Career path opportunities into Global BOM leadership roles
• A culture focused on service quality, collaboration, and innovation