Transition Manager

　　General Information

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　　City

　　Bristol

　　State/Province

　　Bristol

　　Country

　　United Kingdom

　　Department

　　Service Delivery

　　Date

　　Friday, January 19, 2024

　　Working time

　　Full-time

　　Ref#

　　20032203

　　Job Level

　　Individual Contributor

　　Job Type

　　Experienced

　　Job Field

　　Service Delivery

　　Seniority Level

　　Associate

　　Description & Requirement

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　　About Xerox Holdings Corporation

　　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 today’s workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make every day work better for clients — no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at www.xerox.com and explore our commitment to diversity and inclusion. (https://www.xerox.com/en-us/jobs/diversity)

　　About Xerox IT Services:

　　Xerox IT Services in the UK is part of the Global Xerox IT Services Team and serves the customers of Xerox Direct and its Acquired Companies in the UK.

　　We offer a comprehensive portfolio that includes Managed IT Services, Infrastructure and Networking, Data Centre deployment, Cloud services, End User Compute hardware and Security specialisms.

　　A team of 150 IT professionals make up the UK IT Services team.

　　Our vision is to continue to offer locally delivered and tailored IT Support and Professional Services engagements to our customers and grow our UK business both organically and through acquisition.

　　Job Summary:

　　As part of our continued expansion, Xerox IT Services requires a Transition manager to join our team.

　　The primary focus of the Transition Manager is to help lead the implementation and delivery of our Support Services for our expanding client base.

　　The Transition Manager will be expected to be a subject matter expert on a diverse range of technologies and will provide strategic and operational delivery based on ITIL service management.

　　Management of training and guidance to team members resulting in improved performance and productivity

　　The Transition Manager will play a crucial role in contributing and evolving Xerox’s service delivery and service practice as well as playing a leading role in the delivery and governance of new clients. The role will work closely with Infrastructure Technical Specialists & Technical Field Analysts and Service Management teams, and mentor internal staff whilst ensuring constant innovation & best practice for our customers.

　　Main Duties:

　　Selection, configuration, and implementation of monitoring and patching toolsets appropriate for each client environment.

　　Collaborate with cross-functional teams to define service requirements and best practice.

　　Problem management and technical analysis

　　Create troubleshooting & root cause analysis documentation.

　　Proactively look to develop existing solutions to improve resiliency, availability, and performance.

　　Create transitional plans and documents to outline project expectations, scope schedule and budget requirements.

　　Work with the management to ensure that any risks to availability or performance are identified.

　　Develop and Maintain Knowledge Base articles.

　　Keeping all parties involved with the transition updated on its progress.

　　Key Working Relationships:

　　Service Desk Team Leaders

　　IT Service Delivery Managers

　　IT Security Team

　　HR Department

　　General Responsibilities:

　　Review suppliers for continuous development and improvements of tools and systems.

　　Ensure you have the correct checks and measures in place to check and inspect the effectiveness of maintenance and monitoring of infrastructure performance across the stack.

　　Act as a technical Quality Assurance gate for design and project operational onboarding.

　　Proactively identify areas for improvement in conjunction with the Service Delivery Manager.

　　Develop operational run books and knowledge base information.

　　Work as part of a team to implement/design new solutions.

　　Managing resources across ITEC to resolve or escalate problems.

　　Act as the critical incident escalation point within in an ITIL environment.

　　Develop & document standards for automation, standardisation & optimisation in all services as part of best practice to optimise workflows and cost efficiency.

　　Help ensure infrastructure is secure and meets our minimum-security standard guidelines.

　　Mentor team members on best practice.

　　Develop and maintain run books are developed and maintained for all clients.

　　Required Experience:

　　A high level understanding of IT and networks.

　　Knowledge of desktop, server and printer hardware and their components

　　Knowledge of network devices and their roles

　　Proficient in the use and support of:

　　Microsoft Office

　　Microsoft Windows client

　　Microsoft Windows Server

　　Active Directory

　　DNS, DHCP

　　Microsoft Exchange

　　Office 365

　　Microsoft Azure

　　Remote Desktop

　　VMWare ESXi

　　Server Clusters and SAN topology

　　Email Relay and antispam

　　SonicWALL routers

　　HP, Dell Server, SAN and network hardware

　　Nimble SANs

　　Ability to plan, organize and adapt to changing job tasks within own role

　　Excellent customer facing, communication, interpersonal and presentation skills

　　Strong analytical, logical and troubleshooting skills

　　At least seven years’ experience working in a customer facing IT support environment

　　Full clean driving licence

　　Desired Experience:

　　Proficient in the use and support of:

　　Mac desktop OSX

　　Citrix XenDesktop and XenServer

　　Veeam

　　Symantec Backup Exec

　　Fortigate Firewalls

　　Sonic

　　Microsoft

　　MCSA, MCSE

　　Citrix

　　CCA, CCP, CCE

　　VMWare

　　VCA, VCP, VCAP, VCIX, VCDX

　　ITIL foundation

　　IT related degree

　　Dimensions and Future Opportunities:

　　Xerox IT Services in the UK is an ambitious and fast-growing division of the Xerox Corporation.

　　We are growing in terms of breadth and depth of services, as well as in terms of geographical reach – with European expansion on the horizon.

　　The competitiveness of our hardware and software offerings and our ability to form a close and effective partnership with our Vendors is key to maintaining strong sales engagement from our sales channels.

　　This role will be crucial in informing the architectural team of the robust and dependable support processes we have in place and the integrity and vision of the future development of support services.

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　　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 [email protected]. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.