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Xerox Application Manager - - 22862 in CARY, North Carolina

Application Manager at created 18-Aug-2020"/>

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Application Manager

General information

City: Cary

State/Province: North Carolina

Country: United States

Department: Information Management

Date: Tuesday, August 18, 2020

Working time: Full-time

Ref#: 20009600

Job Level: Individual Contributor

Job Type: Experienced

Job Field: Information Management

Description & Requirements

Xerox (NYSE: XRX) makes every day work better. We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. at https://www.xerox.com/en-us/jobs/diversity

Purpose:

Responsible for strategy development and implementation of service delivery resources and oversight of operational facilities; responsible for IT service delivery governance. Authorizes organizational policies governing the conduct of management of change initiatives and standards of professional conduct including procedures covering the selection of suppliers, tendering and procurement. Involved in the negotiation of major contracts. Sources and manages external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate.

Scope:

• Adapts departmental plans and priorities to address resource and operational challenges

• Requires in-depth knowledge and experience

• Decisions are guided by policies, procedures and business plan; receives guidance from manager

• Generally domestic accountability

Primary Responsibilities

Strategy / Direction

  • Creates and maintains a catalogue of all available services (Service Catalogue). Defines the mapping of services to clients/users to establish the structure of service level agreements (SLAs). Establishes, documents and maintains operational methods, procedures, and facilities in assigned area of responsibility, and reviews them regularly for effectiveness and efficiency.

  • Influences design and development of new and changed systems and services to optimize operational efficiency. Contributes to definition of associated standards and techniques. Recommends operational and maintenance acceptance of new systems and services.

  • Contributes to departmental policy, procedures and practices on matters such as security, health and safety, environmental controls, service facilities and media storage.

  • Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resource. Advises on policy and procedures covering the selection of suppliers, tendering and procurement.

Business Value/ Context

  • Works with client/user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security).

  • Manages customer expectations and perceptions in order to optimize customer satisfaction. Works with customers to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and satisfaction surveys.

  • Obtains and manages budgets for the execution of third party contracts, taking responsibility for selling the products and/or services within own organization. Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment.

Operational Oversight

  • Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Reviews SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and user management.

  • Liaises with those responsible for problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service, referring issues to higher levels of management as required.

  • Monitors levels of service achieved, ensures detailed metrics and records are kept and analyzed, provides adequate, accurate and timely reports, to clients/users and providers, on actual service levels achieved compared with the targets set in SLAs, and initiates appropriate action involving other service management functions as necessary.

  • Monitors the effectiveness of all service level management tools and processes in use. Recommends and justifies the purchase of new or upgraded tools and processes.

  • Ensures that regular meetings to review performance and progress take place with suppliers

Relationships

  • Develops contracts for the supply of products and/or services, ensuring that each contract underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met.

  • Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the relationship on behalf of the customer organization, and enabling all communications to take place effectively and efficiently. Is the first point of escalation for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.

  • Ensures that users in own organization are aware of the terms and conditions of contracts, and deal appropriately with suppliers. Facilitates good communications between suppliers and users within own organization.

Analysis

  • Ensures that quantitative and qualitative data is collected and analyzed to monitor the suppliers’ performance against agreed service levels, publishes the results, and initiates actions based on results. Ensures proper monitoring of the contracts and recommends actions, including the enforcement of any penalty clauses, to bring contracts back into line or to terminate them.

  • Maintains agreed statistics for quality assurance purposes to assess the ongoing success and effectiveness of the process.

Background, skills, experience and qualifications:

  • Bachelor’s Degree in Computer Science, Information Systems, or related field. 10 + years work experience focused in a mgmt. role supporting the development or support of a significant portfolio of applications (COTS & Custom).

  • Can absorb complex technical information and communicate effectively to both technical and non-technical audiences. Is able to assess and evaluate risk and to understand the implications of new technologies. Ability to describe and clearly articulate the risk assessment and business impact

  • Has a broad understanding of information technology and deep understanding of area(s) of specialization. Takes initiative to keep own skills up to date and to maintain awareness of developments in the information systems industry.

  • Has a sound and wide business knowledge and an understanding of current and emerging information and communications technologies and their level of maturity and stability. Has a good working knowledge of the client organization’s policies, management structure and business objectives, and of the existing Information Systems portfolio and IT infrastructure. Can facilitate the analysis of business processes, and articulate potential changes to business processes in a lucid and cogent manner, both orally and in writing

Desired

  • Strong Communication Skills

  • Vendor Management

  • Strong Technical Skills

  • Problem Incident Management

  • Application Management

  • iProcurement

  • Software Management

  • Incident Management

  • System Development Life Cycle

  • ITIL

  • Developing, Implementing, maintaining Business Continuity Plans

  • Application and Systems Development Security

  • U.S.PII, international privacy laws and safe Harbor implementation.

  • Auditing and implementation of SOX controls

  • Business Impact Analysis

  • Interpretation of scan results and remediation of vulnerabilities identified by application security, vulnerability management and penetration testing tools.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more at www.xerox.com at https://www.xerox.com/ and explore our commitment to diversity and inclusion! at https://www.xerox.com/en-us/jobs/diversity People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

© 2020 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

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