SVCS CUSTOMER OPS 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.

Job Summary: Reporting to the Customer Operations Manager, this customer-supporting role is responsible for managing and executing contracted Managed Services as defined by Client Statement of Work (SOW). The Site Operations Manager (SOM) works closely with the customer operations manager, customer contacts, third-party partners, and Lexmark resources to execute defined services. Duties include day-to-day service delivery execution, escalation management, generating reports, and providing input and recommendations for enhancing Client satisfaction. The role is accountable for supporting implementation activities and post-implementation services to meet Client and Lexmark targets, while building a high-trust relationship with multiple levels within the Client environment.

Responsibilities:

• Escalation & Incident Management: Act as an additional escalation point for technical issues. Manage the incident management process, escalating problems to the appropriate Lexmark support level. Oversee call flow management of service tickets, including proactive raising of break-fix incidents. Ensure effective communication and resolution of tickets through coordination with Lexmark support units, offshore teams, and service partners. Manage all customer-facing communications related to ticket handling.
• Service Operations & Customer Support: Provide end-user support via telephone, email, or instant messaging. Manage and administer all device movements, changes, and configurations within the customer’s estate. Oversee consumables management and replenishment across the customer’s fleet. Deliver ongoing training to the customer on managed devices and solutions. Support the Lexmark Site Operations Manager with continuous communication on operational issues. Provide reports and attend customer/operational meetings as required.
• Service & Process Improvement: Work with Lexmark and the customer to identify and implement operational, process, or service improvements. Recommend and implement solutions to improve productivity, increase efficiencies, and reduce costs. Seek opportunities to increase automation and reduce the need for manual intervention and escalations. Develop and maintain the Operations Manual, including implementation procedures and escalation processes. Ensure alignment with the customer’s technical architecture and provide input on emerging technologies and future opportunities.
• Governance & Oversight: Coordinate with Lexmark service partners where direct service is not offered. Ensure continuity of service through coordination with offshore teams. Monitor service delivery across the customer’s estate to maintain service levels and reputation. Identify training requirements and coordinate delivery with Lexmark resources to benefit both customer and Lexmark.

Experience And Background:

• Experience with managing multiple complex projects; preferably with multi-disciplined teams.
• Significant experience interacting with and presenting to industry-leading customers.
• Experience with application deployment using remote technologies.
• Strong technical background with a minimum of five (5) years Systems experience.
• IT Service Management (ITSM) systems.
• Print Management solutions.
• Microsoft Technical Competence.

Knowledge of industry standard cost recovery systems and document management systems. Knowledge of Microsoft Applications, Web Applications, and Print Driver architecture. Knowledge of networks, routers, switches, servers, and common operating systems. The ability to interact in a team environment and be transparent in the changing nature of the customer workplace whilst maintaining a positive focus towards customer satisfaction. Experience with Remedy, ServiceNow, or other IT Service Management (ITSM) Systems.

Personal Characteristics:

• Individual must demonstrate a high level of business maturity, in appearance, focus, poise, and alertness; ability to get along well with diverse personalities—mature—flexible.
• High energy level, comfortable performing multifaceted projects in conjunction with normal activities.
• 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 degree in Business, Science or equivalent experience. English language proficiency.