Service Delivery Operations Manager

JOB SUMMARY: 

Responsible for leading and managing the overall service delivery operations team including Service Delivery Managers and/or Service Delivery Coordinators. This role ensures operational excellence, compliance with SLAs, and continuous improvement across all service delivery processes. The Operations Manager acts as the strategic and operational leader, driving efficiency, Client satisfaction, and team performance while serving as the primary escalation point for complex issues.   

ROLES AND RESPONSIBILITIES: 

• Directly manage Service Delivery Coordinators, providing guidance, coaching, and performance evaluations 

• Allocate resources effectively to meet operational demands and client requirements 

• Ensure seamless execution of MPS operations, including device installations, MACD processes, and service escalations 

• Responsible for ensuring effective management of thousands of installed devices 

• Responsible for the Client Satisfaction of the client for the provision of hardware, supplies and services 

• Monitor and enforce compliance with SLAs and KPIs across all service delivery functions 

• Identify and implement process improvements to enhance efficiency and reduce operational costs 

• Standardize reporting and dashboard updates for order status, installations, and removals 

• Oversee generation and validation of operational reports (e.g., order status, device uptime, SLA compliance) 

• Analyze performance trends and develop action plans for continuous improvement 

• Maintain accurate data integrity across asset management systems and reporting tools 

• Coordinates and holds regular communication with the internal team regarding the status of the account.  

• Act as the senior escalation point for client issues and ensure timely resolution 

• Participate in executive-level service reviews and provide strategic insights to stakeholders 

• Track team progress and conduct status meetings internally 

• As required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occur 

• Holds team accountable to their roles and responsibilities required to support contracted service delivery to the Client 

• Ensure team remains motivated, rewarded and focused on delivering an exceptional Client experience  

• Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Client or Xerox 

• Provides recommendations for business process and productivity improvements and cost reductions for Xerox 

• Demonstrates continuous improvement aimed towards achieving operational excellence in Service Delivery across all areas and functions 

• Promotes the value of the Client / Xerox relationship within the Client, Xerox, and all third-party organizations 

• Coaches and mentors Service Delivery Specialists in their development and delivery of daily functions 

• Assures compliance with Xerox and Client’s HR, procurement, legal, financial, ethics and government-related policies, strategies and processes 

KEY METRICS: 

• Planned Revenue Attainment and Growth 

• Services Gross Margin 

• Contract Renewal 

• Key Operational Metrics 

• Key Client Metrics  

• Business Reviews / Operations Review Held to Plan 

• Business Review Quality 

• Client Satisfaction 

KEY DELIVERABLES: 

• Resource Plan 

• Financial Status Report / Action Plan 

• Operational Metrics Status Report / Action Plan 

• Client Action Plans 

• Resource Performance Plans 

EXPERIENCE AND BACKGROUND: 

Ideal Candidate will have:  

• Strong analytical/procedural background with a minimum of ten (10) or more years in a Client Operations and/or Management Consultant position 

• Experience with managing multi-disciplined teams that are geographically dispersed  

• Experience with managing multiple direct reports who are responsible for managing Client contracts  

• Significant experience interacting with Clients, including executives 

• Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations  

• Experience with the delivery of operations through the use of technology solutions 

• Experience in developing/managing budgets and critical business KPIs 

• Experience working in and navigating through a matrix organization to obtain information or desired results 

TECHNICAL COMPETENCE:  

• Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groups  

• Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format 

• Proficiency in MS Office Suite applications including word processing, spreadsheet, and presentation software.  MS Visio preferred; working knowledge and MS office suite basic skills are required 

• Demonstrated ability to apply a systematic approach to problem solving; able to identify and thoroughly analyze and provide solutions to the problem  

• Well-developed management skills—principles and people 

• Strong project management skills; prefer working knowledge of Microsoft Project.  Demonstrated ability to create detailed plans and execute facilitation of plans 

PERSONAL CHARACTERISTICS: 

• Able to maintain both a short- and long-term vision around business trends and strategies 

• Able to contribute to the development of current and future service delivery offerings to support the overall client relationship needs 

• Exercises sound, prudent and ethical business judgment at all times 

• Understands cross-cultural business practices; demonstrates a sensitivity and awareness to other people and culture. Possess ability to build rapport with a diverse workforce in multicultural settings 

• Possess strong negotiation skills; demonstrated ability to influence and negotiate required 

• Able to manage multiple initiatives at one time.  Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment 

• Can think big picture and also demonstrate an ability to be detail oriented; anticipate and know when to get into the details 

• Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible 

• Strong leadership skills, ability to direct and motivate employees 

• “Hands on” management style—drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient Client support 

• Organized; possesses high levels of natural and intentional organizational capabilities  

• Strong analytical and reasoning abilities.  Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises.  Able to develop and adapt business processes after evaluating multiple solutions 

EDUCATION: 

BA/BS/BBA degree in Business or equivalent experience 

MBA w/ concentration in finance, administration or operations a plus; Global Management Degree preferred 

PMP, CMM certification preferred 

ITIL / ITSM experience; certification preferred 

Six Sigma, Lean, TQM or other business process improvement methodolog