Sr. Manager, Service Enablement

Sr. Manager, Service Enablement

The Sr. Manager, Service Enablement leads client onboarding and in-service change within Managed Services, driving seamless transitions across the ITIL Service Lifecycle with a focus on on-time delivery and exceptional customer experience. This role manages and develops a team of administrators and specialists, serving as the primary client-facing escalation point to oversee communications, manage expectations, and ensure high-quality onboarding. The Sr. Manager also mentors the team to maintain strong performance, consistent process execution, and adherence to ITIL best practices.

Key Responsibilities

Leadership & Team Management

• Manage the Service Enablement team, providing direction, guidance, and support to ensure high performance, consistent process execution, and adherence to ITIL best practices.
• Foster a culture of accountability, continuous improvement, and professional development within the onboarding team.
• Coordinate and allocate team resources to meet onboarding deadlines, balancing workloads to optimize efficiency and quality.
• Assign and monitor work, ensuring alignment with project timelines and priorities.
• Conduct regular team meetings to review progress, address issues, and maintain alignment with onboarding goals.
• Provide ongoing training, coaching, and mentorship to team members to improve skills, efficiency, and service quality.
• Conduct performance reviews and support career development planning for direct reports.

Client Engagement & Communication

Service Lifecycle Management

Service Transition Management

Documentation

Quality, Compliance & Continuous Improvement

Key Performance Indicators (KPIs)

The following KPIs will be measured on a quarterly basis. The target values will be determined by Manager on an annual basis.

Qualifications & Experience

Skills & Competencies

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 www.xerox.com and explore our commitment to diversity and inclusion : https : / / www.xerox.com / en-us / jobs / diversity 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 XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.