Xerox Senior Analyst, IM Service Delivery in Rochester, New York

Purpose:

The Senior Service Delivery Manager (SDM) provides service delivery management for EIS supported collaboration services such as Office 365-hosted and on-premise Collaboration, Messaging, Micro-Blogging/Social Computing and Document Management/Print capabilities.

The SDM ensures that services are operating within defined metrics and achieving service delivery objectives. Collaborate with Solution Architects to ensure service delivery requirements and objectives are integrated with solution architecture and design specifications. Key areas of responsibility of the Service Delivery Manager include:

· Experience managing delivery of enterprise implementations within any of the following technologies/disciplines is desired: Office 365, Cisco Iron Port, Microsoft Exchange, Microsoft SharePoint, Windows File Services, McAfee Anti-virus, Docushare, or Scan, Fax, Printing Technologies

Scope:

Autonomy

· Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects.

· Accountable for actions and decisions taken by self and service delivery partners.

Influence

· Influences policy formation on contribution of specialization to business objectives.

· Influences at level of division internally and influences customer/suppliers and industry at senior management level.

· Decisions impact work of employing organizations, achievement of organizational objectives and financial performance.

· Develops relationships with customers, suppliers and industry leaders.

Complexity

· Highly complex work activities covering technical, financial and quality aspects and contributing to formulation of IS strategy.

· Work involves creative application of wide range of technical and/or management principles.

Primary Responsibilities:

Service Delivery Management

· Ensures that service level agreements are complete and cost effective.

· Ensures services are monitored effectively and that identified actions to maintain or improve levels of service are implemented.

· Ensures operational methods, procedures, facilities and tools are established, reviewed and maintained.

· Negotiates with relevant parties in respect of disruptions and major amendments to the provision of services.

· Reviews service delivery to ensure that targets are met and prepares proposals to meet forecast changes in the level or type of service.

· 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.

· 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.

· Leads 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.

· Ensures that supplier performance is properly monitored and regularly reviewed.

· Advises on policy and procedures covering the selection of suppliers, tendering and procurement.

Strategy / Direction

· Maintains a broad understanding of the commercial IT environment, how Xerox and XIM sources, deploys and manages external partners and when it is appropriate to use in-house resource.

· Advises on the selection of suppliers, tendering and procurement.

· Participates in the development and evaluation of RFx documents.

Business Value / Context

· Ensures that the structure of service level agreements is fully defined by the mapping of services to users and business processes.

· Takes responsibility for command structure and escalation procedures, and ensures that the requisite operational methods, procedures, facilities and tools are established, reviewed and maintained.

· Procures goods/services necessary to ensure the continuity of the service.

· Ensures that the service level requirements of each client/user area are determined, and that service level agreements, agreements and negotiations with both internal and external suppliers are aimed at meeting the business needs of Xerox and XIM, by providing a value for money service, in terms of standards, quality of service, efficiency, safety, availability, performance and cost effectiveness.

· Participates in the development of agreements for the supply of products and/or services, ensuring that each agreement underpins the relevant service level agreement(s) with the business, and enables key performance indicators and agreed targets to be met.

· Liaises with service level management, in the specification of services, identification and choice of suppliers and negotiation of agreements and changes to agreements, service levels and specifications with end user management and suppliers.

· On the basis of both experience and foresight, sets up and maintains a risk management program.

· Assures that the service complies with the relevant governmental, legal, and Xerox policies.

Operational Oversight

· Works with clients or users to establish qualitative assessment of the service provision, from the client/user perspective, and initiates actions for improvement, where appropriate.

· Reviews service level agreements, investigates all appropriate means to improve service levels, and recommends new or revised policies or procedures.

· Implements specific proposals, balancing overall usage requirements with current and planned services, and prepares investment proposals to meet changes in demand.

· In liaison with disaster recovery/business resumption, ensures that the necessary processes and procedures are in place to maintain or recover the delivery of services in the event of any physical, technical or environmental disaster or major outage, providing continuity of service to Xerox.

· Ensures that quantitative and qualitative data is collected and analyzed to monitor the supplier’s performance against agreed service levels, publishes the results, and initiates actions based on results.

· In liaison with Sourcing Relationship Managers, ensures proper monitoring of the agreements and recommends actions, including the enforcement of any penalty clauses, to bring agreements back into line or to terminate them.

· Ensures service levels are meeting stakeholder requirements.

· Takes full responsibility for budgeting, estimating, planning and objective setting for the work of the function, within agreed policies and governance structures.

· Establishes and operates systems to monitor progress, take corrective action and produce reports as required by senior management.

· 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.

· Gives operational and maintenance acceptance for new and changed systems and services.

· Ensures that regular meetings to review performance and progress take place with suppliers within established governance structure.

Relationships

· Advises and influences business clients, at management level, regarding the delivery, costs, availability and functionality of services and systems.

· Develops an effective partnership with Solution Architects, suppliers and business clients, establishing confidence and respect.

· Represents XIM at a high level, both externally and internally, formally and informally, both for the functions represented and as an individual.

· Initiates and implements procedures for resolution of conflict or contention for service, setting clear priorities such that both foreseeable incidents and unforeseen conflicts are resolved in a professional and responsible manner.

· Obtains and manages budgets for the execution of third party agreements, taking responsibility for promoting and deploying the products and/or services within Xerox.

· Ensures invoices from suppliers are checked to establish whether they are valid, and authorizes payment.

· Is fully responsible, or leader of a team, for the liaison between the customer and the supplier organizations, owning the service delivery relationship on behalf of XIM, and enabling all communications to take place effectively and efficiently.

· Defines the escalation process/procedure for any issues or problems raised by the suppliers, or users, and is responsible for arbitration in situations of conflict.

· Ensures that stakeholders are aware of the terms and conditions of agreements, and deal appropriately with suppliers.

· Facilitates good communications between suppliers and stakeholders.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox in the U.S. may request such accommodation(s) by sending an e-mail to accommodations@xerox.com

Candidate Education

· Minimum Bachelor's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field. Or equivalent work experience.

· Preferred Master's Degree in Computer Science, Information Systems, Engineering, Business Administration, or other related field. Or equivalent work experience.

Candidate Background: Skills, Knowledge & Ability:

Minimum requirements

Has demonstrated subject matter expertise related to the following areas:

· Collaboration tools such as SharePoint, Exchange, and O365

· Has demonstrated extensive relevant technical or business work experience.

Has broad commercial and technical expertise, often in a variety of environments.

· Demonstrates the leadership skills needed to handle innovation and change resulting from the implementation of new information and communications technology solutions.

· Possesses a good level of management skills, with particular emphasis on interpersonal and negotiating skills.

· Is familiar with the requirements of the organization for products and services and with the use of the products and services which are the subjects of the agreements. Understands standard contracting procedures within own organization.

· Have sound commercial, organizational, time management, negotiation and resource management skills. Ability to prioritize work activities. Pays attention to detail. Is skilled in conducting meetings and team management.

· Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services.

· Demonstrated ability for systematically analyzing and managing problems arising from incidents in the operation of information systems. Has general awareness of the nature of business critical incidents, and of their implications for the business.

· Demonstrated ability to become thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service.

· Has the ability to lead teams successfully, when handling complex or high impact problems.

  • Excellent demonstrated verbal, written and presentation skills.

  • Above average proficiency using office productivity applications.

Job: IM Service Delivery

Organization: Enterprise Infrastructure

Title: Senior Analyst, IM Service Delivery

Location: New York-Rochester

Requisition ID: 16028917

Virtual/work from home? Yes