Service Delivery Specialist

Cebu City, Cebu
Permanent
Full-time

3 days ago

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at and explore ourOverview:The Service Delivery Specialist is a customer-facing role responsible for ensuring consistent, high-quality service delivery across one or more client accounts. This role partners closely with clients, internal teams, and third-party providers to manage daily operations, meet service level commitments, and continuously improve the customer experience. The Service Delivery Specialist plays a key role in driving standardization, operational excellence, and long-term client retention.Why Join This Team:

Competitive compensation and benefits package
Flexible work environment (remote, hybrid, or onsite based on role/location)
Exposure to enterprise-level clients and complex service environments
Opportunities for professional development and career growth
Inclusive culture focused on collaboration, belonging, and continuous improvement

What You'll Do:

Manage day-to-day delivery of contracted managed services in alignment with Statements of Work (SOWs)
Serve as a primary operational contact for clients and internal stakeholders, ensuring clear and timely communication
Monitor service performance, manage escalations, and support issue resolution to meet SLA commitments
Oversee operational activities including asset, fleet, and incident management
Prepare and deliver operational, SLA, and performance reporting for client reviews

What You Need to Succeed:

3+ years of experience in service delivery, operations, or customer support roles
Experience supporting enterprise or complex client environments
Strong communication skills with the ability to engage effectively via phone and email
Proven ability to analyze data, identify trends, and recommend improvements
Bachelor's degree in Business or equivalent professional experience

Preferred Qualifications:

Experience interpreting contracts and applying SOW requirements in service delivery
Strong analytical and process-oriented mindset
Familiarity with operational reporting, financial concepts, or managed services environments
Certifications in process improvement, project management, or IT service management (e.g., Lean, Six Sigma, ITIL)

How We Set You Up for Success:

Structured onboarding and role-specific training
Access to tools, documentation, and global process support teams
Clear performance expectations and service metrics
Opportunities to contribute to process improvements and best practices
Supportive leadership and cross-functional collaboration

Key Performance Measures:

Client satisfaction and retention
Service Level Agreement (SLA) performance
Accuracy and timeliness of operational reporting
Effectiveness of issue resolution and escalation management

Work Environment & Inclusion:We are committed to fostering an inclusive workplace where diverse perspectives are valued. All qualified applicants will be considered without regard to race, color, religion, gender identity or expression, sexual orientation, age, disability, or veteran status. Reasonable accommodations are available throughout the hiring process.#LI-BP1#LI-ONSITEShare 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.

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