Service Delivery Specialist

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

Overview:

The Service Delivery Specialist plays a key role in driving standardization, operational excellence, and long-term client retention.

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
• Flexible work environment (remote, hybrid, or onsite based on role/location)
• Exposure to enterprise-level clients and complex service environments
• Opportunities for professional development and career growth
• Inclusive culture focused on collaboration, belonging, and continuous improvement

What You’ll Do:

• Manage day-to-day delivery of contracted managed services in alignment with Statements of Work (SOWs)
• Serve as a primary operational contact for clients and internal stakeholders, ensuring clear and timely communication
• Monitor service performance, manage escalations, and support issue resolution to meet SLA commitments
• Oversee operational activities including asset, fleet, and incident management
• Prepare and deliver operational, SLA, and performance reporting for client 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 and applying SOW requirements in service delivery
• Strong analytical and process-oriented mindset
• Familiarity with operational reporting, financial concepts, or managed services environments
• Certifications in process improvement, project management, or IT service management (e.g., Lean, Six Sigma, ITIL)

How We Set You Up for Success:

• Structured onboarding and role-specific training
• Access to tools, documentation, and global process support teams
• Clear performance expectations and service metrics
• Opportunities to contribute to process improvements and best practices
• Supportive leadership and cross-functional collaboration

Key Performance Measures:

• Client satisfaction and retention
• Service Level Agreement (SLA) performance
• Accuracy and timeliness of operational reporting
• Effectiveness of issue resolution and escalation management