What are the responsibilities and job description for the Service Delivery Manager - Federal position at Xerox Business Solutions Southeast?
General Information
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City
Washington
State/Province
District of Columbia
Country
United States
Department
SERVICE DELIVERY MANAGEMENT
Date
Monday, March 17, 2025
Working time
Full-time
Ref#
20035295
Job Level
Non-Executive Manager
Job Type
Experienced
Job Field
SERVICE DELIVERY MANAGEMENT
Seniority Level
Mid-Senior Level
Currency
USD - United States - US
Annual Base Salary Minimum
93,240
Annual Base Salary Maximum
186,480
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.
Description & Requirements
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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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Purpose
Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.
The Service Delivery Manager (SDM) role is a key services delivery operations leadership position. The Service Delivery Manager provides leadership and direction for the client enterprise, setting and meeting objectives at the executive level for the roll out of services on a national and/or global basis. The Service Delivery Manager plays the lead role in implementing national/global solutions, drives operational consistency and excellence across account locations (country and/or regions), partners with Sales in development of client/account transformation and growth strategy. The Service Delivery Manager drives client satisfaction and retention.
Key components of success include revenue and profit growth, KB&CA, TTR, delivering operational excellence and building client relationships/Client Retention, joint account partnership with Sales, partner management
Scope
This is an onsite role at the US Air Force Pentagon that requires a DOD clearance to perform the following:
The position has the responsibility for the delivery of service for a large global and/or national client(s). Has responsibility for annual post sale revenue/gross profit plan, on average, up to $20M. The role has leadership responsibilities, often in a matrixed virtual team environment. The role requires an in-depth knowledge of all Global Business Services offerings along with the ability to apply industry and client specific insights to recommend the appropriate solutions to enable the client’s business drivers. A portion of the role is to get deeper into the client(s) environment and industry, link the insights to the client’s business driver(s) and influence the client’s decisions to retain the business, and ultimately drive additional growth opportunities.
This role could manage exempt level, individual contributor employee(s) on an exception basis.
General
Candidate Education:
Share This Job
Press space or enter keys to toggle section visibility
City
Washington
State/Province
District of Columbia
Country
United States
Department
SERVICE DELIVERY MANAGEMENT
Date
Monday, March 17, 2025
Working time
Full-time
Ref#
20035295
Job Level
Non-Executive Manager
Job Type
Experienced
Job Field
SERVICE DELIVERY MANAGEMENT
Seniority Level
Mid-Senior Level
Currency
USD - United States - US
Annual Base Salary Minimum
93,240
Annual Base Salary Maximum
186,480
The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, to view those details please visit Xerox Careers for your applicable country. If you are not reviewing this job posting on Xerox Careers, we cannot guarantee the validity of this posting. For a list of our current internal postings, please visit Xerox Careers.
Description & Requirements
Press space or enter keys to toggle section visibility
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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion.
Purpose
Responsible for the management of client relationship and contract delivery of outsourcing/facilities management to end user customers. Activities involve maintaining contracted service levels resulting in customer satisfaction, maintaining customer relationships, customer satisfaction management, contract commitments delivered within cost targets, overall profit and revenue growth.
The Service Delivery Manager (SDM) role is a key services delivery operations leadership position. The Service Delivery Manager provides leadership and direction for the client enterprise, setting and meeting objectives at the executive level for the roll out of services on a national and/or global basis. The Service Delivery Manager plays the lead role in implementing national/global solutions, drives operational consistency and excellence across account locations (country and/or regions), partners with Sales in development of client/account transformation and growth strategy. The Service Delivery Manager drives client satisfaction and retention.
Key components of success include revenue and profit growth, KB&CA, TTR, delivering operational excellence and building client relationships/Client Retention, joint account partnership with Sales, partner management
Scope
This is an onsite role at the US Air Force Pentagon that requires a DOD clearance to perform the following:
The position has the responsibility for the delivery of service for a large global and/or national client(s). Has responsibility for annual post sale revenue/gross profit plan, on average, up to $20M. The role has leadership responsibilities, often in a matrixed virtual team environment. The role requires an in-depth knowledge of all Global Business Services offerings along with the ability to apply industry and client specific insights to recommend the appropriate solutions to enable the client’s business drivers. A portion of the role is to get deeper into the client(s) environment and industry, link the insights to the client’s business driver(s) and influence the client’s decisions to retain the business, and ultimately drive additional growth opportunities.
This role could manage exempt level, individual contributor employee(s) on an exception basis.
General
- Develops departmental plans, including business, and/or organizational priorities
- Interprets internal or external business issues and recommends solutions/best practices
- Decisions are guided by resource availability and functional objectives
- Primarily domestic accountability; may include some international accountability
- Responsible for delivery of service for a large, global and/or national client(s)
- Provides a focus for client retention.
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Being able to evidence these savings across relevant client base.
- Provides leadership and support for new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offerings).
- Leads the activities of service delivery teams to ensure budgets are managed effectively and that opportunities for leveraging economies of scale across Xerox - and geographic boundaries - are maximized.
- Provides expert problem management support to the most difficult, high profile client issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
- Takes a strategic perspective to anticipate future challenges within the industry and identifies the implications for service delivery, including likely future capability and resource requirements. Leads continuous improvement and innovation of service delivery processes and standards across the client / account base.
- Maximizes same account growth opportunities.
- Defines requirements for new services in line with Global Business strategy. Ensures such offerings are professionally introduced, accepted and delivered.
Candidate Education:
- Preferably - Bachelor's Degree
- Relevant Professional qualifications e.g. ITIL, Lean Six Sigma
- DoD Secret or higher clearance
- Significant industry experience in document management, business administration or a related field
- Strong experience of service delivery, IT or consulting coupled with financial P&L responsibility
- Strong people management experience, projects and client interaction experience
- Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
- Experience delivering services to the Federal Government (DoD preferred)
- Ability to work with cross functional teams
- Work with partners to ensure USAF key stakeholders overall MPS goals are achieved
- Ability to pull data to analyze to create a story to share with client, weekly and quarterly. Data points must be consistent with the Remedy source of record.
- Reporting, Business Intelligence and data analysis
- Experience with Remedy Ticketing Tool
- Experience with Help Desk Workflows and Management
- Experience in outsourcing bids, from pre-sales to successful implementation
- Demonstrated ability to work collaboratively - and lead - in a matrix management environment
- Experienced in integrating customer and operational requirements into supplier relationships, including delivery partnerships
- Relevant language and communication skills
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