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Xerox Sr. Service Delivery Analyst/Business Relationship Manager - - 16364 in CARY, North Carolina

Sr. Service Delivery Analyst/Business Relationship Manager at created 16-Jun-2020"/>

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Sr. Service Delivery Analyst/Business Relationship Manager

General information

Department: IM Service Delivery

Date: Tuesday, June 16, 2020

Working time: Full-time

Ref#: 20003213

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 at and explore our commitment to diversity and inclusion. at


  • Responsible for initiating and influencing relationships with key leaders/stakeholders as well as senior strategists, planners, designers and operational business partners during the design management and implementation of business change. Responsible for developing and monitoring IT strategy; accountable for the alignment of Xerox Information Management (XIM) with the underlying profitability drivers of the business goals and objectives. Accountable for the delivery of value and solutions in one or more business areas, as well as managing change initiatives in the business area(s). Accountable for the delivery and management of investment and sustaining base portfolios.

  • The IM Business Relationship Manager (BRM) is the strategic interface with assigned area(s) of the business for the purpose of business-IT strategy development, solution discovery, service management, risk management and relationship management. The BRM provides highly-valued strategic consulting level support for IT initiatives. Role serves as a trusted adviser and a key point of contact for IT business stakeholders. The BRM acts as advocates on behalf of business stakeholders to ensure IT services meet their business priorities and needs.

The Ideal Candidate:

  • Can quickly identify the key focal points in the business who oversee and drive technology needs.

  • Can quickly learn the operational challenges related to system issues or functionality gaps, key pain points.

  • Understands the role of the key resources within and supporting the Technical Service organization: Dispatcher/Scheduler, TSR, TSM, Inventory Specialist for parts, etc.

  • Understands the end-to-end service delivery model, call initiation to call close, and the various systems used by both the contact centers and field service

Primary Responsibilities:

  • The BRM possesses and demonstrates broad value chain understanding and deep knowledge of a business partner’s area.

  • Strategic Planning - builds a trusted relationship with multiple roles within the business and participates in business planning sessions

  • Establishes and maintains a strategic relationship with appropriate level key stakeholders.

  • Facilitates stakeholder’s business planning and strategy meetings.

  • Participates in short and long term strategic planning sessions with VCPs to improve business processes.

  • Communicate with business leaders and project managers and other stakeholders to ensure awareness of progress, risks and results against the roadmap.

  • Understands and anticipates direction of the business and identifies opportunities and makes recommendations to support the business future state.

  • Oversight – Partners with VCP’s and XIM partners to deliver IT solutions, all while managing customer expectations around what IT can deliver. Provides support through the annual budget process. Performs routine analysis and reconciliation of plan to actual and works with Business and XIM partners to gain and document an understanding of any variance.

  • Provides input to the prioritization of IT initiatives based on organization needs/strategy, IT workload and budget.

  • Ensures the oversight for resolution of escalated IT issues.

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 at and explore our commitment to diversity and inclusion! at 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.

© 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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