Client Operations & Service Delivery Specialist

Xerox Philippines; Lapu-Lapu; On-site; PHP 480,000 - 600,000; Full time

Job summary

Lexmark Philippines seeks a Customer Operations Specialist to manage and execute steady-state services under a Client SOW. You will collaborate with client contacts, 3rd party partners, and Lexmark resources to deliver defined services and report on performance.

The role requires strong communication, experience with SOWs, and the ability to manage multiple issues while maintaining client satisfaction and adherence to SLAs.

Qualifications

• Experience interacting with business customers and managers.
• 4+ years in operations or services delivery with SLA focus.
• Ability to read and interpret SOWs for delivery.
• Strong verbal and written communication with clients.
• Experience leading multi-disciplinary teams.
• Ability to manage multiple issues and provide status updates.
• Experience generating performance metrics for clients.
• Knowledge of contracts and financial concepts for client delivery.
• Analytical mindset with process improvement exposure.
• Process analyst experience or certification.

Responsibilities

• Manage and execute steady-state services per the SOW for multiple accounts.
• Oversee day-to-day operations of post-implementation services.
• Handle installation base accuracy, orders, device changes, and reconciliations.
• Maintain client communication via email or phone and action logs.
• Monitor service metrics to meet SLAs; escalate when needed.
• Ensure ongoing operations align with gross margin considerations.
• Collaborate with internal teams and clients to satisfy contractual requirements.
• Conduct monthly operations reviews and track action plans.
• Provide data analysis to improve service delivery.

Skills

Customer interaction

Operations experience

SOW interpretation

Communication skills

Team collaboration

Issue management

Performance reporting

Contract knowledge

Process analysis

Tech proficiency

Tools

MS Office

MS Visio

MS Access

Job description

Lexmark Philippines seeks a Customer Operations Specialist to manage and execute steady-state services under a Client SOW. You will collaborate with client contacts, 3rd party partners, and Lexmark resources to deliver defined services and report on performance.

The role requires strong communication, experience with SOWs, and the ability to manage multiple issues while maintaining client satisfaction and adherence to SLAs.