Service Delivery Manager - End-to-End Client Operations

Xerox; Cebu City; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

Xerox is seeking a Service Delivery Manager in Cebu City to oversee end-to-end service delivery for multiple client accounts within our Shared Services organization. This client-facing role ensures satisfaction and performance, coordinating with clients, internal teams, and external partners to drive continuous improvement and growth.

The role requires managing governance, SLAs/KPIs, fleet operations, and financial performance while guiding contract changes and SOWs to deliver service excellence.

Qualifications

• 6+ years of operations or service delivery management experience with accountability for client satisfaction and service performance.
• Experience managing business client relationships and coordinating cross-functional teams, with escalation handling.
• Knowledge of Statements of Work, contract changes, service delivery financials, SLA/KPI reporting.
• Proficiency in Microsoft Office applications and documenting processes, analyzing data, and implementing improvements.
• Familiarity with managed print services, fleet management systems, ITIL/ITSM practices, Lean, Six Sigma, or project management methodologies preferred.

Responsibilities

• Manage end-to-end service delivery across multiple client accounts, ensuring SLAs, KPIs, and contracts are met.
• Lead client governance activities, including reviews, escalations, and action tracking to drive satisfaction.
• Oversee managed print services operations, fleet and asset management, incident resolution, and service reporting.
• Monitor financial performance, including revenue, costs, margins, and forecasting, identifying efficiencies.
• Collaborate with cross-functional teams and partners to manage SOWs, contract changes, and process improvements.

Skills

Client relationships

Cross-functional leadership

SLA/KPI reporting

Service delivery finance

Contract management

Education

Bachelor's degree in Business or related field

Tools

Microsoft Office

ITIL/ITSM

Lean/Six Sigma

Project management methodologies

Job description

Xerox is seeking a Service Delivery Manager in Cebu City to oversee end-to-end service delivery for multiple client accounts within our Shared Services organization. This client-facing role ensures satisfaction and performance, coordinating with clients, internal teams, and external partners to drive continuous improvement and growth.

The role requires managing governance, SLAs/KPIs, fleet operations, and financial performance while guiding contract changes and SOWs to deliver service excellence.