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:
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.
The ideal candidate brings strong communication skills, commercial awareness, and a customer-focused mindset, with the ability to learn operational and technical aspects of the role through training and experience.
Why Join This Team:
- Competitive compensation and benefits package
- Preferred work location is onsite in Cebu Business Park; however, qualified candidates located remotely within the Philippines, including Metro Manila, are encouraged to apply.
- Exposure to enterprise-level clients and customer-facing business operations
- Opportunities for professional development, training, and career growth
- Inclusive culture focused on collaboration, belonging, and continuous improvement
What You Will Do:
- Manage day-to-day delivery of contracted services in alignment with Statements of Work (SOWs)
- Serve as a primary contact for clients and internal stakeholders, ensuring clear, timely, and professional communication
- Support customer conversations, issue resolution, and service improvements in partnership with cross-functional teams
- Monitor service performance and operational metrics to support SLA commitments and customer satisfaction
- Prepare and deliver operational and performance reporting for customer and business reviews
What You Need to Succeed:
- Experience in customer-facing, operations, service delivery, or business support environments
- Strong communication and relationship-building skills with the ability to engage confidently across phone, email, video, and in-person interactions
- Comfort working with data, operational metrics, forecasting, or business performance information
- Ability to navigate customer conversations, resolve issues collaboratively, and adapt to changing priorities
- Demonstrated learning agility, curiosity, and willingness to develop operational and technical knowledge
- Foundational understanding of contracts, service commitments, or business operations is beneficial
- Degree, diploma, or equivalent professional experience preferred
Preferred Qualifications:
- Experience interpreting contracts or applying SOW requirements in customer or service environments is beneficial
- Strong analytical, customer-focused, and process-oriented mindset
- Familiarity with operational reporting, financial concepts, or service environments is helpful
- Certifications in process improvement, project management, or IT service management are considered an asset
How We Set You Up for Success:
- Structured onboarding and role-specific training
- Access to tools, documentation, and support resources to build operational knowledge
- Clear performance expectations, coaching, and service metrics
- Opportunities to contribute to process improvements and customer experience initiatives
- Supportive leadership and cross-functional collaboration focused on continuous learning
