General Information
City Toronto State/Province Ontario Country Canada Department SERVICE DELIVERY MANAGEMENT Date Friday, August 15, 2025 Working time Full-time Ref# 20036274 Job Level Executive Manager Job Type Experienced Job Field SERVICE DELIVERY MANAGEMENT Seniority Level Mid-Senior Level Currency CAD - Canada - CA Annual Base Salary Minimum 92,700 Annual Base Salary Maximum 185,400 The salary range above represents the low and high end in the local currency of Xerox’s salary range for this position and is reflected in an annualized amount. Actual salaries will vary based on factors including, but not limited to, geographic location, market competition, and/or the successful applicant’s education, experience, knowledge, skills, and abilities. The range listed is just one component of Xerox’s total compensation package for employees. Employees are also afforded a comprehensive suite of benefits, that include medical, dental, life insurance, an Employee Assistance Program (EAP), Paid Time Off, holidays, disability, and retirement benefits, please visit Xerox Careers. If you are not reviewing this job posting on our Xerox Careers page, we cannot guarantee the validity of this posting. For a list of our current openings, please visit Xerox Job Search.Description & Requirements
About Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.
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
- Strong technical acumen across infrastructure, applications, and cloud
- 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
- Proficient in standard PC applications and tools
- 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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