SERVICE MANAGEMENT MGR 1

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.

Transition Project Management Operations Manager (Shared Services Center) Job Description Job Summary The TPM Operations Manager directs and oversees the work of Transition Project Managers (TPMs) in delivering Managed Print Services (MPS) engagements to external customers. This role is responsible for the performance and delivery of project management services by the team, ensuring alignment with global standard processes and methodologies. The TPM Operations Manager collaborates with Global Professional Services and Global Customer Operations to implement improvements based on key project learnings. Additionally, the role supports global deployments by allocating resources to lead or participate in country-level MPS contract implementations and manages escalations and relationships with other internal Xerox organizations. Roles and Responsibilities Team Management Participate in hiring, training, and managing Transition Project Managers (TPMs) Coach TPM resources in accordance with worldwide standard implementation processes Create, manage, and maintain project resource allocation, measured against P&L Support employee development and set goals and expectations Provide ongoing feedback and conduct formal performance reviews Project Oversight Participate in key project milestones and support escalations Review of MSA/SOW contract requirements and supplier SOWs Attend project launch meetings and facilitate project close-out reviews Escalation and Coordination Manage escalations with Contracts, Supply Chain, Sales, etc. Support hardware allocation during product shortages Co-manage MPS inventory and oversee project-related stock Pre-Sales Consultation Provide input on implementation/deployment solutions, costs, and schedules Process Improvement Adopt and promote global standard processes and methodologies Drive continuous improvement of project management tools and templates Collaborate with peer groups and educate internal departments on MPS practices Share best practices globally and support new solution initiatives Vendor Management Co-manage installation vendors, including performance reviews and onboarding Handle project-related escalations Execution Oversight Oversee implementation processes (order entry, shipment tracking, DOAs, returns, inventory tracking, etc.) Cross-Functional Collaboration Manage TPM relationships with Order Entry, Supply Chain, and Traffic teams Develop working relationships and establish geo-specific processes Manage shipment forecasts and hardware allocation Representing TPM in global meetings and maintain issue logs Support transportation forecasting and cost analysis Contract Management Manage customer setup processes and contract-related escalations Key Metrics Budget Compliance: Actual vs. budget per project Schedule Management: Timeliness of project delivery Forecast Accuracy: Revenue, shipment quantity, and expenses MPS Inventory: Ship-to-invoice cycle and issue reconciliation Customer Satisfaction: Voice of the Customer (VOC) rollout survey Utilization: TPM time tracking and reporting Key Deliverables Customer Launch Meeting Weekly TPM Schedule Weekly Project Status Updates Required Action List Communications Plan RFQ (Request for Quote to install partners) SSOW (Supplier Statement of Work) Project Plan Asset Registry Close-Out Review VOC Insights Lessons Learned Action Plan Experience and Background Ideal Candidate Profile: University or college degree (required) PMP or equivalent project management certification with 5+ years of PMO management experience (preferred) Strong customer-centric communication skills Ability to thrive in high-pressure environments Excellent analytical and problem-solving skills Proficiency in Microsoft Project, Word, Excel, PowerPoint (required); Visio (preferred) Advanced Excel skills (formulas, pivot tables, data reconciliation) Willingness to travel (~25%) Preferred Experience: Supply chain functions (order management, forecasting, inventory, freight) Customer expectation management Service delivery via external partners Direct employee management Sales support in solution costing and pre-sales engagement Technical Competence Effective communicators across diverse groups Ability to deliver high-impact messages in verbal and written formats Proficiency in MS Office Suite; Visio preferred Systematic problem-solving approach Strong management and project planning skills Experience with Microsoft Project (preferred) Personal Characteristics Detail-oriented and self-motivated High business acumen and interpersonal flexibility Strong leadership and team engagement Customer-focused communication Professional demeanor and appearance Hands-on management style Highly organized and analytical Solution-oriented mindset in fast-paced environments Education and Certifications BA/BS/BBA in Business or equivalent experience PMP, CMM certification (preferred) ITIL / ITSM experience or certification (preferred) Six Sigma, Lean, TQM, or other process improvement methodologies (preferred)