Service Delivery Manager

2 days ago

Toronto, Canada Xerox Full time

**About Xerox Holdings Corporation**Job Summary**:
The Service Delivery Manager (SDM) is a strategic leader responsible for overseeing the delivery of key client service contracts. This role ensures client satisfaction, operational excellence, and financial performance through effective governance, relationship management, people management and continuous improvement. Success is defined by strong client retention, optimized operations, engaged teams, and growth opportunities.**Key Responsibilities**:
Client Leadership & Retention:
- Build and maintain executive-level client relationships
- Govern service delivery processes and innovation initiatives
- Understand client industry and business drivers
- Manage SLAs, KPIs, reporting, and issue resolution
- Coordinate support resources for seamless client experience
- Drive client satisfaction and long-term retention

Service Delivery Excellence:
- Ensure delivery of contracted services and SLA achievement
- Lead operational planning and continuous improvement
- Resolve client issues efficiently using cross-functional resources
- Manage financial performance including P&L and forecasting
- Execute cost management, innovation, and growth initiatives
- Ensure compliance with audit and reporting standards
- Optimize workforce planning and resource utilization

People Leadership:
- Provide strategic leadership to service delivery teams
- Champion employee engagement and talent strategies
- Foster a culture of continuous learning and development
- Promote a safe, inclusive, and values-driven workplace
- Drive alignment and accountability through communication and feedback

**Requirements**:

- Bachelor’s degree (BA, BSc, BCom, or equivalent)
- 7+ years of relevant leadership experience

**Experience, Skills and Background**:

- Experience with enterprise capture, content services, or digital services
- Proven leadership in service delivery, preferably in financial services sector
- Excellent communication across executive, operational, and technical audiences
- Demonstrated team leadership and motivation
- Familiarity with project management and ISO-certified environments
- Strong business and financial acumen, including P&L management
- Skilled in negotiation, conflict resolution, and partner management
- Effective planning, execution, and problem-solving abilities
- Strong presentation and relationship development skills
- Self-motivated and results-oriented

**Key Attributes for Success**:

- Strategic Leadership - Drives vision, alignment, and execution
- Client Focus - Prioritizes client needs and satisfaction
- Results Orientation - Achieves objectives and drives outcomes
- Entrepreneurial Spirit - Innovates, embraces risk, and creates value
- Change Leadership - Leads through transformation
- Corporate Citizenship - Upholds ethical and organizational values
- Teamwork & Collaboration - Builds cooperative team environments
- Communication & Influence - Engages stakeholders effectively
- People Management - Inspires and develops high-performing teams
- Relationship Management - Manages internal and external partnerships
- Financial Management - Oversees service costs and profitability
- Service Governance - Ensures high-quality, cost-effective delivery
- Technical Expertise - Applies deep knowledge to solve challenges
- Innovation - Drives continuous improvement and challenges the status quo

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