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- Tasks: Manage and execute contracted services, ensuring client satisfaction and operational excellence.
- Company: Join Xerox, a leader in workplace technology with over 100 years of innovation.
- Benefits: Competitive salary, diverse work culture, and opportunities for professional growth.
- Why this job: Be a key player in transforming client operations and enhancing service delivery.
- Qualifications: 5+ years in systems management, strong technical skills, and project management experience.
- Other info: Dynamic role with opportunities to improve processes and drive efficiency.
The predicted salary is between 36000 - 60000 £ per year.
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.
Job Summary: Reporting to the Customer Operations Manager, the 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 customer operations manager, customer contacts, 3rd-party partners and Lexmark resources to execute defined services. Duties include day-to-day services delivery execution, escalation management, generating reports and providing input and recommendations for enhancing Client satisfaction. Accountable to support implementation activities and post-implementation services to meet Client and Lexmark targets. Responsible to build a high-trust relationship with multiple levels within the Client environment. Work in partnership with Client, becoming a credible advisor. Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles.
- 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:
- Work History: 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 technologies.
- 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. Ability to interact in a team environment and be transparent in the changing nature of the customer workplace while maintaining a positive focus toward customer satisfaction. Experience with Remedy, ServiceNow or other ITSM systems.
- Personal Characteristics: Individual must demonstrate a high level of business maturity, 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. Adept at developing and adapting business processes after evaluating multiple solutions.
- Education: BA/BS degree in Business, Science or equivalent experience. English language proficiency.
Onsite Operations Manager in City of London employer: Xerox
Contact Detail:
Xerox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onsite Operations Manager in City of London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you’ll feel when it’s time to shine in front of the real interviewers.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Onsite Operations Manager in City of London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Onsite Operations Manager role. Highlight relevant experience and skills that match the job description, especially in managing complex projects and customer interactions.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've successfully managed operations or improved processes in previous positions.
Showcase Your Technical Skills: Since the role requires a strong technical background, don’t forget to mention your experience with IT Service Management systems and any relevant technologies. This will help us see your fit for the position.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get you on our radar!
How to prepare for a job interview at Xerox
✨Know Your Stuff
Make sure you brush up on your knowledge of IT Service Management systems and print management solutions. Familiarise yourself with the specific technologies mentioned in the job description, like Microsoft applications and network architecture. This will show that you're not just interested in the role but also have the technical chops to back it up.
✨Showcase Your Experience
Prepare to discuss your past experiences managing complex projects and interacting with clients. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Highlight how you've successfully navigated challenges and improved processes in previous roles, as this aligns perfectly with what they’re looking for.
✨Build Rapport
Since the role involves building high-trust relationships, practice how you'll connect with your interviewers. Be personable and demonstrate your ability to work well with diverse teams. Share examples of how you've fostered collaboration and communication in past positions to illustrate your interpersonal skills.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's culture, their approach to service delivery, and how they measure success in this role. This not only shows your genuine interest in the position but also gives you a chance to assess if the company is the right fit for you.