Job Description

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 the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Job Summary:

The Service Delivery Manager (SDM) is a strategic leader responsible for overseeing the delivery of key client service contracts. This role ensures client satisfaction, operational excellence, and financial performance through effective governance, relationship management, people management and continuous improvement. Success is defined by strong client retention, optimized operations, engaged teams, and growth opportunities.

Key Responsibilities:

Client Leadership & Retention:

Build and maintain executive-level client relationships Govern service delivery processes and innovation initiatives Understand client industry and business drivers Manage SLAs, KPIs, reporting, and issue resolution Coordinate support resources for seamless client experience Drive client satisfaction and long-term retention

Service Delivery Excellence:

Ensure delivery of contracted services and SLA achievement Lead operational planning and continuous improvement Resolve client issues efficiently using cross-functional resources Manage financial performance including P&L and forecasting Execute cost management, innovation, and growth initiatives Ensure compliance with audit and reporting standards Optimize workforce planning and resource utilization

People Leadership:

Provide strategic leadership to service delivery teams Champion employee engagement and talent strategies Foster a culture of continuous learning and development Promote a safe, inclusive, and values-driven workplace Drive alignment and accountability through communication and feedback

Requirements:

Bachelor's degree (BA, BSc, BCom, or equivalent) 7+ years of relevant leadership experience

Experience, Skills and Background:

Experience with enterprise capture, content services, or digital services Proven leadership in service delivery, preferably in financial services sector Strong technical acumen across infrastructure, applications, and cloud Excellent communication across executive, operational, and technical audiences Demonstrated team leadership and motivation Familiarity with project management and ISO-certified environments Strong business and financial acumen, including P&L management Skilled in negotiation, conflict resolution, and partner management Effective planning, execution, and problem-solving abilities Proficient in standard PC applications and tools Strong presentation and relationship development skills Self-motivated and results-oriented

Key Attributes for Success:

Strategic Leadership - Drives vision, alignment, and execution Client Focus - Prioritizes client needs and satisfaction Results Orientation - Achieves objectives and drives outcomes Entrepreneurial Spirit - Innovates, embraces risk, and creates value Change Leadership - Leads through transformation Corporate Citizenship - Upholds ethical and organizational values Teamwork & Collaboration - Builds cooperative team environments Communication & Influence - Engages stakeholders effectively People Management - Inspires and develops high-performing teams Relationship Management - Manages internal and external partnerships Financial Management - Oversees service costs and profitability Service Governance - Ensures high-quality, cost-effective delivery Technical Expertise - Applies deep knowledge to solve challenges Innovation - Drives continuous improvement and challenges the status quo


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