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.
