Service Delivery Specialist

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. 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 and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

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.

Why Join This Team:

• Competitive compensation and benefits package
• 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:

• 3+ years of experience in service delivery, operations, or customer support roles
• Experience supporting enterprise or complex client environments
• Strong communication skills with the ability to engage effectively via phone and email
• Proven ability to analyze data, identify trends, and recommend improvements
• Bachelor’s degree in Business or equivalent professional experience
  
  

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
  
  

Work Environment & Inclusion:

We are committed to fostering an inclusive workplace where diverse perspectives are valued. All qualified applicants will be considered without regard to race, color, religion, gender identity or expression, sexual orientation, age, disability, or veteran status. Reasonable accommodations are available throughout the hiring process.

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