Xerox

Overview:

The Service Delivery Specialist is responsible for managing client relationships and supporting the successful delivery of contracted outsourcing and facilities management services. This customer-facing role partners with clients, internal teams, and third-party providers to ensure services are delivered in accordance with contractual commitments, Service Level Agreements (SLAs), and Statements of Work (SOWs). The role focuses on maintaining high levels of customer satisfaction, operational excellence, service quality, and business performance while supporting productivity improvements, service transformation, and long-term customer success.

The ideal candidate is customer-focused, collaborative, and results-driven, with strong communication skills, operational awareness, and the ability to build trusted relationships while contributing to continuous service improvement.

Why Join This Team

• Competitive compensation and comprehensive benefits package
• Opportunity to manage enterprise-level client accounts and strategic customer relationships
• Exposure to complex service delivery operations across multiple business functions
• Career growth through leadership development and continuous learning opportunities
• Collaborative and inclusive work environment focused on operational excellence and innovation

What You Will Do

• Manage the end-to-end delivery of contracted services while ensuring compliance with Service Level Agreements (SLAs) and Statements of Work (SOWs)
• Build and maintain strong relationships with customers, internal stakeholders, and third-party service providers
• Monitor operational performance, customer satisfaction, and service quality to consistently meet contractual commitments
• Drive productivity improvements, operational efficiencies, and service transformation initiatives
• Support business growth by identifying opportunities to expand services and enhance customer value
• Manage financial performance by ensuring services are delivered within agreed cost targets while supporting revenue growth
• Lead, coach, and develop team members to promote high performance and continuous improvement
• Collaborate with cross-functional teams to proactively resolve issues, mitigate risks, and improve service delivery

What You Need to Succeed

• Experience managing customer-facing service delivery, operations, outsourcing, or facilities management environments
• Strong client relationship management and stakeholder engagement skills
• Demonstrated experience managing Service Level Agreements (SLAs), operational KPIs, and contractual commitments
• Strong business acumen with the ability to balance customer satisfaction, operational performance, and financial objectives
• Excellent communication, negotiation, and problem-solving skills
• Ability to lead teams, influence cross-functional stakeholders, and drive continuous improvement initiatives
• Bachelor's degree or equivalent professional experience preferred

Preferred Qualifications

• Experience managing multiple customer accounts or multi-site service delivery operations
• Knowledge of contract management, Statements of Work (SOWs), and commercial service agreements
• Strong understanding of operational reporting, financial management, and performance analytics
• Experience leading service transformation or continuous improvement initiatives
• Certifications in ITIL, Lean Six Sigma, Project Management, or related disciplines are considered an advantage

How We Set You Up for Success

• Structured onboarding and leadership transition support
• Access to operational tools, reporting platforms, and service management resources
• Ongoing coaching, leadership development, and performance feedback
• Opportunities to lead strategic customer initiatives and operational improvements
• Collaborative leadership team committed to customer success and continuous innovation