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Xerox Service Delivery Manager- Collaboration and DocuShare - - 16361 in CARY, North Carolina

Service Delivery Manager- Collaboration and DocuShare at created 26-May-2020"/>

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Service Delivery Manager- Collaboration and DocuShare

General information

Country: United States

Department: IM Service Delivery

Date: Tuesday, May 26, 2020

Working time: Full-time

Ref#: 20003210

Job Level: Individual Contributor

Job Type: Experienced

Job Field: IM Service Delivery

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 and explore our commitment to diversity and inclusion.


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.

Identifies and manages resources needed for the planning, development and delivery of specified information and communications systems services and products. Influences senior-level customers and project teams through change management initiatives, ensuring that professional standards are maintained. Takes full responsibility for budgeting, estimating, planning and objective setting. Plans and manages implementation of processes and procedures, tools and techniques for monitoring and managing the performance of automated systems and services, in respect of their contribution to business performance and benefits to the business, where the measure of success depends on achieving clearly stated business/financial goals and performance targets. Monitors performance and takes corrective action where necessary.

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 resources. Contributes to the development and management of agreements with suppliers to meet key performance indicators and agreed targets. Is responsible for the liaison between the user organization and designated suppliers.


• 3 plus years of experience delivering operational excellence for Collaboration Services.

• Experience delivering operational excellence for Xerox DocuShare.

• Experience developing scripts and tools for administering IT Services.

• Experience delivering operational excellence for Mainframe interactive and print services.

• Experience delivering operational excellence for Identity Governance and Administration.

• Experience delivering operational excellence for SSO federation and authentication solutions.

• Experience with SOX, PCI, GDPR compliance controls.

Candidate Education:

Bachelor’s Degree or Masters Degree (preferred) Computer Science, Information Systems, Engineering, or other related field. Or equivalent work experience.

Additional Role Requirements:

ITIL V3 - Completion of prescribed foundation eLearning courses is required for all positions. Certification may be required for some positions

Business Acumen: Completion of prescribed foundation eLearning courses ( Principles of Accounting and Finance for Non-financial Professionals) is required for all positions.

Risk: Broad and thorough understanding of Risk-Coherences (Safe Harbor, Privacy, PCI, ISRA, SOX, SOD, DR, BCAP, etc…)

Domain Specifics

Open Systems Interconnection (OSI) model, Wired and Wireless Networks, LANs / WANs / VPNs, Switches / Routers / Load Balancers / Firewalls, Security, Capacity and Performance Management

Voice Services

Analog vs Digital Voice, Legacy Telephony, Ability to translate end user requirements into global solutions, features, functionality, Toll Free , etc…

Processing Services

Data Center Facilities Operations, Data Center Networking, Operating Systems, Storage Technologies, Virtualization Concepts and Implementations including Cloud, IT Services Continuity / Disaster Recovery / High Availability, IT Asset Management, Capacity and Performance Management, etc…

Messaging Services

Internet Mail Architecture, Message Routing, Mail Protocols, Microsoft Exchange / Active Directory / DNS, Mail Encryption, Anti-Virus / Anti-Spam, Remote Access / Mobile Devices, Third Party Integrations

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. 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 . Be sure to include your name, the job you are interested in, and the accommodation you are seeking.


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