Service Delivery Coordinator - Operations Manager
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- Cebu
- Permanent
- Full-time
Responsible for leading and managing the overall service delivery operations team including Service Delivery Managers and/or Service Delivery Coordinators. This role ensures operational excellence, compliance with SLAs, and continuous improvement across all service delivery processes. The Operations Manager acts as the strategic and operational leader, driving efficiency, Client satisfaction, and team performance while serving as the primary escalation point for complex issues.ROLES AND RESPONSIBILITIES:Directly manage Service Delivery Coordinators, providing guidance, coaching, and performance evaluationsAllocate resources effectively to meet operational demands and client requirementsEnsure seamless execution of MPS operations, including device installations, MACD processes, and service escalationsResponsible for ensuring effective management of thousands of installed devicesResponsible for the Client Satisfaction of the client for the provision of hardware, supplies and servicesMonitor and enforce compliance with SLAs and KPIs across all service delivery functionsIdentify and implement process improvements to enhance efficiency and reduce operational costsStandardize reporting and dashboard updates for order status, installations, and removalsOversee generation and validation of operational reports (e.g., order status, device uptime, SLA compliance)Analyze performance trends and develop action plans for continuous improvementMaintain accurate data integrity across asset management systems and reporting toolsCoordinates and holds regular communication with the internal team regarding the status of the account.Act as the senior escalation point for client issues and ensure timely resolutionParticipate in executive-level service reviews and provide strategic insights to stakeholdersTrack team progress and conduct status meetings internallyAs required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occurHolds team accountable to their roles and responsibilities required to support contracted service delivery to the ClientEnsure team remains motivated, rewarded and focused on delivering an exceptional Client experienceDemonstrates discipline in following standard practices and develops or enhances practices as needed by the Client or XeroxProvides recommendations for business process and productivity improvements and cost reductions for XeroxDemonstrates continuous improvement aimed towards achieving operational excellence in Service Delivery across all areas and functionsPromotes the value of the Client / Xerox relationship within the Client, Xerox, and all third-party organizationsCoaches and mentors Service Delivery Specialists in their development and delivery of daily functionsAssures compliance with Xerox and Client’s HR, procurement, legal, financial, ethics and government-related policies, strategies and processesKEY METRICS:Planned Revenue Attainment and GrowthServices Gross MarginContract RenewalKey Operational MetricsKey Client MetricsBusiness Reviews / Operations Review Held to PlanBusiness Review QualityClient SatisfactionKEY DELIVERABLES:Resource PlanFinancial Status Report / Action PlanOperational Metrics Status Report / Action PlanClient Action PlansResource Performance PlansEXPERIENCE AND BACKGROUND:
Ideal Candidate will have:Strong analytical/procedural background with a minimum of ten (10) or more years in a Client Operations and/or Management Consultant positionExperience with managing multi-disciplined teams that are geographically dispersedExperience with managing multiple direct reports who are responsible for managing Client contractsSignificant experience interacting with Clients, including executivesExperience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendationsExperience with the delivery of operations through the use of technology solutionsExperience in developing/managing budgets and critical business KPIsExperience working in and navigating through a matrix organization to obtain information or desired resultsTECHNICAL COMPETENCE:Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groupsDemonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written formatProficiency in MS Office Suite applications including word processing, spreadsheet, and presentation software. MS Visio preferred; working knowledge and MS office suite basic skills are requiredDemonstrated ability to apply a systematic approach to problem solving; able to identify and thoroughly analyze and provide solutions to the problemWell-developed management skills—principles and peopleStrong project management skills; prefer working knowledge of Microsoft Project. Demonstrated ability to create detailed plans and execute facilitation of plansPERSONAL CHARACTERISTICS:Able to maintain both a short- and long-term vision around business trends and strategiesAble to contribute to the development of current and future service delivery offerings to support the overall client relationship needsExercises sound, prudent and ethical business judgment at all timesUnderstands cross-cultural business practices; demonstrates a sensitivity and awareness to other people and culture. Possess ability to build rapport with a diverse workforce in multicultural settingsPossess strong negotiation skills; demonstrated ability to influence and negotiate requiredAble to manage multiple initiatives at one time. Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environmentCan think big picture and also demonstrate an ability to be detail oriented; anticipate and know when to get into the detailsIndividual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexibleStrong leadership skills, ability to direct and motivate employees“Hands on†management style—drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient Client supportOrganized; possesses high levels of natural and intentional organizational capabilitiesStrong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutionsEDUCATION:
BA/BS/BBA degree in Business or equivalent experience
MBA w/ concentration in finance, administration or operations a plus; Global Management Degree preferred
PMP, CMM certification preferred
ITIL / ITSM experience; certification preferred
Six Sigma, Lean, TQM or other business process improvement methodologShare this job: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 or expression, 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 https://www.xerox.com/en-us/jobs/connection and explore our commitment to connection and belonging! 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 XeroxTARecruiting@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.© 2026 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® are trademarks of Xerox Corporation in the United States and/or other countries.