Service Delivery Operations Lead

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.

JOB SUMMARY:

The Service Delivery Management Operations Lead is responsible for the day-to-day technical leadership of a team of Service Delivery resources. This role is the subject matter expert and is responsible for providing regular and/or as needed technical and process guidance, training, mentoring, and coaching. The Operations Lead ensures operational targets are met and works closely with the SDM Operations Manager in driving standard process execution, efficiency, continuous improvement, and quality compliance. This role serves as the 2nd level of escalation for Clients and/or internal Lexmark-Xerox teams.

ROLES AND RESPONSIBILITIES:

Responsible for management and execution of a set of accounts as a Service Delivery resource

Responsible for providing support, training, coaching, and mentoring to a Service Delivery team

Provide regular reporting to SDM Operations Manager on workload of the Service Delivery resources and consult with SDM Operations Manager on headcount analysis

Works with SDM Operations Manager, SDM Practice, and/or internal Lexmark-Xerox practice teams on a weekly basis to ensure alignment to SDM processes and global internal reporting metrics

Responsible for ensuring the SDM team is performing within internal reporting metrics

Execute escalation management working with other support teams as well as escalations to SDM Operations Manager

Lead key initiatives within the team to gain/maintain alignment

Drive continuous improvement by leading key cost-saving, automation, and/or DX projects at the same time leading IDEAs generation and project assignments

Align and provide continuous improvement recommendations with SDM practice team

Responsible for supporting major SDM projects and transitions

Responsible for tracking and closure of Client escalations in timely manner to client satisfaction

Level 2 Client escalation management, working directly with the customer and the SDM resource

Responsible to provide backup support on SDM resources as needed