Onsite Operations Manager—Client & SLA Lead

Xerox; Grand Rapids (MI); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

401k with company match

Paid holidays and PTO

Flexible work-life balance

Job summary

Xerox is seeking an on-site Service Operations specialist in Grand Rapids, MI. You will support the customer’s day-to-day output environment and coordinate with Xerox-Lexmark resources to meet SLA commitments.

You will monitor service levels, act as the primary on-site contact, and drive continuous process improvements within the Managed Services framework, ensuring effective collaboration with operations and project teams.

Qualifications

• Experience managing projects with multi-disciplined teams.
• Minimum five years of customer service experience in computer/printer maintenance support.
• Significant experience interacting with customers, including executives.
• Experience delivering operations through technology solutions.
• Experience documenting current and future state environments and business processes.
• Strong focus on customer and operational excellence.
• Analytical and database skills including Excel (filters, pivot tables, VLOOKUP).
• Technical skills: software driver implementation, network management, IP protocols.

Responsibilities

• Monitor and improve existing service levels on site.
• Serve as primary on-site point of contact between end-users, technical teams and subcontractors.
• Collaborate with Operations and Project teams during deployment of print technology and support services.
• Develop and implement process improvements within Managed Services.
• Provide reporting metrics and SLA adherence updates.
• Document implementation procedures and escalation processes.
• Support training for users as needed and track performance metrics.

Skills

Project management

Customer service

Analytical skills

Excel (Pivot Tables, VLOOKUP)

Tools

SNMP

Network management

IP protocol

Job description

Xerox is seeking an on-site Service Operations specialist in Grand Rapids, MI. You will support the customer’s day-to-day output environment and coordinate with Xerox-Lexmark resources to meet SLA commitments.

You will monitor service levels, act as the primary on-site contact, and drive continuous process improvements within the Managed Services framework, ensuring effective collaboration with operations and project teams.