Services Customer Operations

Xerox Corporation; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company in the UK is looking for a Site Operations Manager to oversee service delivery in a customer-focused environment. The role requires managing incidents, coordinating with partners, and ensuring client satisfaction. Candidates should have over 5 years of experience in systems and project management, with proficiency in ITSM systems like Remedy or ServiceNow. A BA/BS degree in Business or Science is essential, alongside strong analytical and technical skills.

Benefits

Competitive salary

Health benefits

Professional development opportunities

Qualifications

• 5+ years of systems experience required.
• Strong technical background with print management solutions.
• Experience managing multiple complex projects.

Responsibilities

• Manage incident management process and provide technical support.
• Coordinate with service partners to ensure service delivery.
• Monitor service levels and attend operational meetings.

Skills

Project Management

Technical Support

Communication

Analytical Thinking

Education

BA/BS degree in Business or Science

Tools

ITSM Systems

Microsoft Applications

Remedy

ServiceNow

Job description

Description & Requirements

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 the Client Statement of Work (SOW). The Site Operations Manager (SOM) works closely with the customer operations manager, customer contacts, 3rd‑party partners and Lexmark resources to execute defined services. Duties include day‑to‑day service delivery execution, escalation management, generating reports and providing input and recommendations for enhancing client satisfaction. The SOM is accountable to support implementation activities and post‑implementation services to meet client and Lexmark targets. Responsible for building a high‑trust relationship with multiple levels within the client environment and partnering with the client as a credible advisor. It is expected that the SOM consistently demonstrates and represents the Lexmark brand according to our mission and guiding principles.

Roles and Responsibilities

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.

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.

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.

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 of systems experience.

Experience with IT Service Management (ITSM) systems.

Experience with Print Management solutions.

Knowledge of Microsoft applications and related services.

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.

Experience with Remedy, ServiceNow or other IT Service Management (ITSM) systems.

Personal Characteristics

Individual must demonstrate a high level of business maturity, appearance, focus, 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. Able to develop and adapt business processes after evaluating multiple solutions.

Education

BA/BS degree in Business, Science or equivalent experience.