Service Delivery Specialist

Xerox Philippines; Cebu City; On-site; PHP 60,000 - 90,000; Full time

Job summary

Xerox Philippines is seeking a Service Delivery Specialist to support our Managed Services operations in Cebu City. In this customer-facing role, you will collaborate with clients, service providers, and internal teams to ensure service delivery, operational performance, and customer satisfaction.

You will manage asset and fleet processes, prepare performance reports, and drive continuous improvement initiatives.

Qualifications

• 3+ years of experience in operations, service delivery, customer support, or a related field.
• Experience supporting enterprise customers and collaborating with stakeholders, IT professionals, and service providers.
• Strong analytical, problem-solving, and organizational skills.
• Proficiency with Microsoft Office applications (Excel, Word, PowerPoint).
• Bachelor's degree in Business or related field, with effective written and verbal communication skills.

Responsibilities

• Manage day-to-day Managed Services operations across assigned customer accounts, ensuring service delivery aligns with contracts and SLAs.
• Serve as the primary operational contact for customers, internal teams, and service providers, coordinating issue resolution and escalations.
• Oversee asset and fleet management activities, including installations, moves, changes, disposals, and meter collection.
• Analyze operational data, prepare weekly and monthly performance reports, monitor SLA attainment, and identify efficiency opportunities.
• Support customer transitions, contract changes, and process improvements through cross-functional collaboration.

Skills

Customer issue resolution

Escalation management

Analytical skills

Cross-functional collaboration

Education

Bachelor's degree in Business

Tools

Microsoft Office

Job description

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today's global, distributed workforce. 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. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Overview

Xerox is an information services technology company that has continually redefined the workplace experience for more than 100 years and is currently seeking a Service Delivery Specialist to support our Managed Services operations. In this customer-facing role, you will collaborate with clients, service providers, and internal teams to ensure effective service delivery, operational performance, and customer satisfaction. You will support asset and fleet management, service reporting, issue resolution, and continuous improvement initiatives that strengthen customer relationships and service quality.

What You'll Do

• Manage day-to-day Managed Services operations across assigned customer accounts, ensuring service delivery aligns with contractual requirements and Service Level Agreements (SLAs).
• Serve as a primary operational contact for customers, internal teams, and service providers, coordinating issue resolution, escalations, and service improvement activities.
• Oversee asset and fleet management activities, including equipment installations, moves, changes, disposals, meter collection, incident management, and supply coordination.
• Analyze operational data, prepare weekly and monthly performance reports, monitor SLA attainment, and identify opportunities to improve service efficiency and customer satisfaction.
• Support customer transitions, contract changes, operational documentation, business reviews, and process improvements through collaboration with cross-functional teams.

What You Need To Succeed

• 3 or more years of experience in operations, service delivery, customer support, or a related field, including customer issue resolution and escalation management.
• Experience supporting enterprise customers and collaborating with business stakeholders, IT professionals, and service providers.
• Strong analytical, problem-solving, and organizational skills, with the ability to interpret operational data, manage competing priorities, and recommend process improvements.
• Proficiency with Microsoft Office applications, including Excel, Word, and PowerPoint, along with basic knowledge of networking protocols and technology-enabled service operations.
• A bachelor's degree in Business or a related field, or equivalent practical experience, with effective written and verbal communication skills and the ability to collaborate across diverse teams.

How We Set You Up For Success

• Opportunities to collaborate with regional and global teams across service delivery, operations, and customer support.
• Exposure to enterprise customer environments, operational analytics, and service management processes.
• Opportunities to contribute to continuous improvement initiatives and service delivery optimization.
• Experience supporting customer transitions, business reviews, and cross-functional operational projects.
• Opportunities to apply and further develop skills in service management, problem-solving, and customer relationship management.

Location

Lexmark Plaza, Samar Loop corner Panay Road, Cebu Business Park, Cebu City, 6000, Philippines

Work Model

Onsite, then Hybrid thereafter