Service Delivery Manager (SDM)
About this role
About the Role The Service Delivery Manager (SDM) is a client-facing leader responsible for end-to-end delivery of contracted Services and Solutions for multiple accounts in a Shared Services model. The SDM partners with client stakeholders, third-party suppliers, and internal delivery teams to ensure day-to-day service execution, rigorous SLA/KPI management, and a robust escalation and governance framework. The role prioritizes Xerox account growth, P&L/margin performance, and continuous improvement while retaining Lexmark best practices in SOW management, monthly/quarterly reviews, action logging, and compliance. What You'll Do
- Manage client relationships, run service reviews, handle escalations, and drive retention.
- Oversee daily operations, ensure SOW compliance, and coordinate with internal teams and partners.
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