Sr. Manager, Service Enablement
Sr. Manager, Service Enablement
For 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.
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
+ Serve as the primary point of contact for client escalations during onboarding, ensuring clear, timely, and professional communication.
+ Manage client expectations by proactively addressing scope changes, risks, and dependencies while maintaining a seamless customer experience.
+ Facilitate onboarding kick-off meetings, progress reviews, and post-onboarding evaluations. Build and maintain strong client relationships to ensure satisfaction, trust, and successful service adoption.
+ Escalate and resolve client concerns promptly to maintain satisfaction and trust.
Service Lifecycle Management
+ Oversee onboarding activities within the ITIL Service Lifecycle framework, ensuring alignment from service design through operational readiness.
+ Identify potential service gaps with existing clients during onboarding or in-service changes, ensuring issues are addressed before transition to operations.
+ Drive continuous service enhancement by capturing lessons learned, incorporating client feedback, and aligning improvements with ITIL continual service improvement practices.
+ Conduct post-implementation reviews to evaluate service performance against agreed targets.
Service Transition Management
+ Plan, coordinate, and manage the transition of new clients, solutions, or services into production in alignment with ITIL Service Transition processes.
+ Oversee onboarding project plans, schedules, and deliverables.
+ Define and refine service acceptance criteria to ensure smooth transition into steady-state operations.
+ Ensure that service acceptance criteria are met before handover to operations.
+ Establish and maintain service readiness reporting to track progress against acceptance criteria and operational preparedness.
Documentation
+ Ensure all service-related documentation (technical guides, process workflows, SLAs) is created, validated, and maintained.
+ Keep onboarding process documentation, templates, and checklists current and aligned with ITIL standards.
+ Ensure service records and CMDB entries are accurate and complete.
Quality, Compliance & Continuous Improvement
+ Verify that all new services meet agreed service levels, security requirements, and compliance standards prior to go-live.
+ Conduct risk assessments and mitigation planning for onboarding activities.
+ Gather feedback from clients and internal teams to improve onboarding processes.
+ Implement continual improvement initiatives to increase onboarding efficiency and client satisfaction.
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.
+ Onboarding completion within agreed timeframes and scope.
+ Client satisfaction scores for onboarding process.
+ Accuracy and completeness of documentation and CMDB entries.
+ Team performance against onboarding task SLAs.
+ Service readiness ratings at go-live.
+ Continuous improvement initiatives implemented.
Qualifications & Experience
+ Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience).
+ 5+ years of experience in IT service management, service delivery, or project management roles.
+ 5+ years of experience managing teams in an IT services or Managed Services Provider (MSP) environment.
+ ITIL v4 Foundation Certification preferred (Intermediate, Managing Professional, or Strategic Leader desirable).
+ Proven experience in service transition and service lifecycle management.
Skills & Competencies
+ Strong leadership and people management skills.
+ Excellent communication and client relationship skills.
+ Ability to mentor, coach, and develop team members.
+ Strong organizational and project management capabilities.
+ Ability to manage multiple concurrent onboarding projects.
+ Proficiency with ITSM tools (e.g., ServiceNow, ConnectWise, or similar).
+ Strong analytical and problem-solving skills.
+ Commitment to quality and customer satisfaction.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national or ethnic origin, social origin, civil status, disability, sexual orientation, gender identity or expression, or marital status.