Virtual Desktop Service – Service Delivery Manager

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

As a Service Delivery Manager, you will work with all Virtual Desktop Services Stakeholders including Customers, Business leaders, Xerox GIPS IT Towers, IT Vendors and Engineering.

You will work with the business and IT stakeholders to onboard new roles, applications and services from POC through to Production. You will be expected to be able to own and manage projects and tasks from inception to delivery. You will represent Xerox with suppliers and IT towers, be able to speak to technical matters, gather information and drive resolution

You will be responsible for representing the team, as needed, in escalations and Major Incidents driving communications with partners and stakeholders.

A key part of your job will be to act as the voice of the customer within the team and vice versa to drive forward excellence in the solutions we deliver and ensure that business needs are met. This will require the ability to speak on technical matters in a transparent and accessible manner with business stakeholders and IT partners. You will work with business stakeholders to build relationships, gather requirements, document, plan deployments, able to own and drive projects to fruition

A solid understanding of Virtual Desktops, Cloud platforms, Windows and Application delivery technology is a needed for the role. You will keep abreast of emerging technologies and trends, and work with new technologies as required by business needs, from discovery and analysis, through to evaluation, test and implementation.

You will be expected to work as an integral part of the IT End User Computing team and interact with all levels of the business, suppliers, vendors and XDX teams across the full technology stack.

This role will support the Global Virtual Desktop Service and end-user community.

Key Responsibilities:

• Work with geographic business stakeholders to build relationships, gather requirements, document, plan deployments, able to own and drive projects to fruition
• Work with the business and IT stakeholders to migrate users, onboard new roles, applications and services from POC through to Production
• Represent with Xerox suppliers and IT towers, able to speak to technical matters, gather information and drive resolution
• Represent with external vendors and potential providers
• Represent the team as needed on CritSit / MIM, fire drills and Tiger teams, driving communications with partners and stakeholders
• Feedback business needs to the team and vice versa
• Must be able to speak to technical matters in a transparent and accessible manner with business stakeholders and IT partners
• Self-starter, able to work independently and as part of the team as required
• Support the onboarding and maintenance of business application as required by the business
• Establish and document standards for the GIPS Virtual Desktop Services environment
• Troubleshoot and resolve issues efficiently during migration and onboarding activities.
• Ability to work as part of Xerox projects, as owner and contributor
• Ability to troubleshoot end user issues and work with the business
• Provide advice, support and assistance to internal and external clients as required
• High level oral and written communication skills, the ability to develop documentation for systems enhancements/solutions and the ability to interact effectively with people of a various reporting levels.
• Strong work ethic with the ability to work under pressure, set priorities, plan and organize workloads as required, solve problems with minimal supervision and good attention to detail.
• Ability to work as an effective team member and establish and maintain business relationships with internal staff and external service providers.
• Ability and enthusiasm to provide high quality customer service to develop and follow standardized processes to ensure quality outcomes.
• Support Xerox projects as required across all Xerox IT Towers.
• Ability to support Xerox data and IT processes involving high level confidential Xerox information

Current Projects:

• Lexmark/Xerox Integration
• Migrate all AVD and VDI users to a new Desktop based on Windows 11.
• Migrate AVD image management and autoscale to Login VSI
• Migrate virtualized applications to AppVentix
• Enable Sapience for VDS users
• Enable Delinea EMP for VDI users

Skills, Knowledge and Abilities

• Bachelor’s/Master’s degree (preferred) in Computer Science, Information Systems, Engineering, Business Administration, Contract Administration, Finance, or a related discipline. Or equivalent work experience.
• Knowledgeable in Virtual desktops and cloud technologies
• Experience in Service Delivery to a high level
• Information Technology Infrastructure Library (ITIL) Certification or knowledge
• Excellent communication skills, verbally and written
• 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.
• Understands standard contracting procedures within own organization.
• Have sound commercial, organizational, time management, negotiation and resource management skills.
• Is skilled in conducting meetings and team management.
• 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.
• Demonstrate superior customer service skills
• Successful prior experience delivering technical services to High Executives within a client environment.
• PC skills in MS operating systems and Office applications, Internet navigation to include IE and Chrome
• Understanding of networking, network printing, ticket creation and completion within ServiceNow.
• Ability to manage multiple tasks
• Effective interpersonal skill & behaviours with the ability to interact with a diverse client population