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.

Overview

Xerox is an information services technology company that has continually redefined the workplace experience for more than 100 years and is currently seeking a Service Delivery Manager (SDM) to support multiple client accounts within our Shared Services organization. In this client-facing role, you will oversee end-to-end delivery of contracted services and solutions, ensuring client satisfaction, operational performance, and service excellence. You will collaborate with clients, internal teams, and external partners to drive continuous improvement, financial performance, and long-term client relationships.

What You'll Do

• Manage end-to-end service delivery across multiple client accounts, ensuring contractual commitments, service level agreements (SLAs), key performance indicators (KPIs), and client expectations are consistently met.

• Lead client governance activities, including operational reviews, quarterly business reviews, escalation management, action tracking, and service recovery planning to strengthen client satisfaction and retention.

• Oversee managed print services operations, including fleet and asset management, device changes, incident resolution, consumables management, supplier coordination, and service reporting.

• Monitor operational financial performance, including revenue, costs, margins, forecasting, and growth opportunities, while identifying efficiencies and implementing continuous improvement initiatives.

• Collaborate with cross-functional teams and external partners to manage Statements of Work (SOWs), contract changes, service transitions, compliance requirements, and process improvements.

What You Need to Succeed

• Bachelor's degree in Business or a related field, or equivalent experience, with 6 or more years of experience in operations or service delivery management, including accountability for client satisfaction and service performance.

• Demonstrated experience managing business client relationships, coordinating cross-functional teams, resolving escalations, and communicating effectively with management and senior stakeholders.

• Working knowledge of Statements of Work, contract change management, service delivery financials, SLA/KPI reporting, and operational performance analysis.

• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, with experience documenting processes, analyzing operational data, and implementing process improvements.

• Understanding of managed print services, fleet management systems, basic networking concepts, and technology-enabled service delivery. Familiarity with Xerox and Lexmark solutions, ITIL/ITSM practices, Lean, Six Sigma, or project management methodologies is preferred.

How We Set You Up for Success

• Opportunities to collaborate with cross-functional service delivery, account management, finance, and technology teams.

• Experience supporting multiple client accounts and contributing to operational improvement and service excellence.

• Opportunities to apply analytical, financial, and process improvement expertise to meaningful business challenges.

• Collaboration with internal stakeholders and external partners to strengthen client relationships and service outcomes.

• Opportunities to contribute to service innovation, operational standardization, and business growth initiatives.