Service Delivery Manager
Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.
When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.
From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
Job Summary:
The Service Delivery Manager (SDM) is a client‑facing leader responsible for end‑to‑end delivery of contracted Services and Solutions for multiple accounts in a Shared Services model. The SDM partners with client stakeholders, third‑party suppliers, and internal delivery teams to ensure day‑to‑day service execution, rigorous SLA/KPI management, and a robust escalation and governance framework.The role prioritizes Xerox account growth, P&L/margin performance, and continuous improvement while retaining Lexmark best practices in SOW management, monthly/quarterly reviews, action logging, and compliance.
Key Responsibilities:
- Client & Governance: Manage client relationships, run service reviews, handle escalations, and drive retention.
- Service Delivery: Oversee daily operations, ensure SOW compliance, and coordinate with internal teams and partners.
- Asset Management: Maintain accurate asset data, monitor fleet performance, and optimize usage.
- Financials: Support P&L, cost control, forecasting, and growth initiatives.
- Reporting & Improvement: Deliver reports, analyze performance, and implement improvements.
- SOW & Change Management: Support service transitions, documentation, and contract changes.
- Leadership: Lead cross-functional teams and support team development.
- Compliance & Risk: Ensure adherence to policies and manage risks.
Experience:
- 6+ years in service delivery/operations
- Client-facing experience with strong communication skills
- Experience managing teams, reporting, and multiple issues
- Knowledge of SOW, contracts, and financial concepts
- Strong analytical and problem-solving skills
Education (Preferred):
- Business degree or equivalent
- Certifications: Lean/Six Sigma, Project Management, ITIL
Key Metrics:
- Client satisfaction, SLA/KPI performance, revenue/margin, delivery accuracy, and forecasting.