Transition Project Management 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.

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)