Key Roles and Responsibilities

In this role, the role holder is responsible for the TS Channel Strategy, Global Partner Programme, certification and accreditation management, and the business relationship with Xerox Authorised Service Providers (ASPs) within the EMEA region. The role will support the Channel Business Growth strategy and will be responsible for continually improving the partner experience with Xerox by working cross-functionally to resolve and escalate programme inhibitors or shortfalls.

Key Role Tasks and Activities

This role combines strategic and operational activities, ensuring a balance between high-level planning and day-to-day operational support.

• Plan, develop, and support the Authorised Service Provider certification and accreditation strategy.
• Own the ASP onboarding and offboarding process, ensuring compliance with Xerox intellectual property requirements.
• Work with the community of ASP stakeholders across EMEA, representing the needs of Authorised Service Providers and enabling revenue expansion.
• Communicate and promote new programmes, tools, and updates to ASPs.
• Ensure all ASPs receive effective training and have access to the most recent Xerox toolset.
• Act as the responsible approver for technical warranty claims.
• Conduct technical service reviews with Authorised Service Providers.
• Conduct quarterly business performance reviews with partners, including KPIs.
• Continually strive to improve the partner experience with Xerox by working cross-functionally to resolve and escalate programme inhibitors or shortfalls.
• Participate in the EMEA TS Management Process, communicating programme status, results, and business developments.
• Identify and deliver improvements to operational processes, ensuring the right balance between partner satisfaction and EMEA TS processes and policies.
• Provide oversight and coordination of the Service Partner centralized governance process.

Experience

• Proven experience in vendor and partner management.
• Experience in operational management with a strong track record of delivery.
• Excellent communication and interpersonal skills, with a high degree of professionalism.
• Programme management experience, ideally including service improvement initiatives.
• Experience working with governance processes and senior stakeholders, with strong relationship management skills.
• Experience influencing stakeholders and driving outcomes without direct line-management responsibility.

Competencies

Skills and Knowledge

• Strong stakeholder management and influencing skills.
• Strong planning, tracking, and organizational skills.
• Excellent verbal and written communication skills.
• Strong analytical skills for effective problem-solving and decision-making.
• Ability to establish and maintain cooperative working relationships with internal and external partners through collaboration.
• Ability to coordinate cross-functional activities and drive programme actions through to completion.

Attributes

• Resilient under pressure and able to quickly adapt to unforeseen work demands.
• Strong aptitude to work in a changing environment.
• Ability to adapt to and support change.
• Reliability and personal integrity.
• Excellent interpersonal skills at all levels.
• Excellent attendance and punctuality record.
• Driven to succeed.

Job Location

Xerox Europe, with international travel required as needed.

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