Client-Facing Service Delivery Manager | SLA Excellence

Xerox Philippines; Philippines; On-site; PHP 1,000,000 - 1,400,000; Full time

Job summary

Xerox Holdings Corporation is seeking a Service Delivery Manager to oversee end-to-end service delivery for multiple client accounts within our Shared Services group. You will ensure client satisfaction, meet SLAs and KPIs, and drive continuous improvement across operations and reporting.

You will collaborate with clients, internal teams, and external partners to manage SOWs, contract changes, and service transitions, while monitoring financial performance and exploring growth opportunities.

Qualifications

• Bachelor's degree in Business or related field with 6+ years in operations or service delivery management.
• Experience managing business client relationships, coordinating cross-functional teams, resolving escalations, and communicating with management and senior stakeholders.
• Knowledge of Statements of Work, contract changes, service delivery financials, SLA/KPI reporting, and performance analysis.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and documenting processes.
• Understanding of managed print services, fleet management, basic networking concepts, and ITIL/ITSM/Lean/Six Sigma/project management practices is preferred.

Responsibilities

• Manage end-to-end service delivery across multiple client accounts, ensuring SLAs, KPIs, and client expectations are met.
• Lead client governance activities: reviews, escalation management, action tracking, and service recovery planning.
• Oversee managed print services operations: fleet/asset management, device changes, incidents, consumables, reporting.
• Monitor financial performance: revenue, costs, margins, forecasting, and growth opportunities.
• Collaborate with cross-functional teams and partners to manage SOWs, contract changes, and service transitions.
• Contribute to service innovation and process improvements.

Skills

Client relationship management

Cross-functional collaboration

SLA/KPI reporting

Communication with stakeholders

Microsoft Office

Problem solving

Education

Bachelor's degree in Business or related field

Tools

Project management software

Job description

Xerox Holdings Corporation is seeking a Service Delivery Manager to oversee end-to-end service delivery for multiple client accounts within our Shared Services group. You will ensure client satisfaction, meet SLAs and KPIs, and drive continuous improvement across operations and reporting.

You will collaborate with clients, internal teams, and external partners to manage SOWs, contract changes, and service transitions, while monitoring financial performance and exploring growth opportunities.