Manager Service Delivery

About the Role:

As the Manager of Service Delivery, you will be responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations. You will lead a team tasked with managing client relationships, resolving service issues, and implementing service improvement initiatives. This role requires strong leadership, customer service skills, and the ability to drive operational excellence in service delivery.

Key Responsibilities

? Manage and supervise a team of 2-5 employees, including scheduling, task

assignment, performance oversight, and mentoring

? Provide high-quality customer service in an outsourced scientific and engineering

environment

? Operate, support, and troubleshoot high-volume production copiers, scanners and

engineering plotters

? Manage Fiery systems, printer and scanner drivers, print workflows and orders via

internal customer application

? Perform document scanning, indexing, and electronic file management, ensuring

accuracy, security, and compliance with client requirements

? Utilize Microsoft Office (Word, Excel, and Access) for reporting, tracking, billing, and

operational documentation

? Perform IT and computer troubleshooting, including workstations, printers, and basic

network-related issues

? Prioritize orders and schedule jobs to meet deadlines, service-level agreements, and

client expectations

? Provide team support and training, ensuring consistent quality standards and skill

development

? Work independently on client premises, maintaining professionalism and

accountability

? Prepare and deliver monthly billing, operational reports, and quarterly business

reviews

? Provide accurate job estimates for clients and CTM

? Manage supplies inventory and ordering, including forecasting usage, maintaining

stock levels, and coordinating with vendors

Essential Job Responsibilities:

• Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issues.
• Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.
• Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.
• Identify opportunities for service improvement and optimization, working closely with internal teams and clients to implement process enhancements and best practices.
• Address service issues, concerns, and complaints raised by clients in a timely and effective manner. Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.
• Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress towards service delivery goals. Implement measures to address any deviations or areas of improvement.
• Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.
• Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.
• Collaborate with cross-functional teams, including sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.
• Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.

Qualifications:

• Experience in service delivery, customer service, or related field, with years in a leadership or managerial role.
• Proven track record of successfully managing client relationships and delivering services that meet or exceed customer expectations.
• Strong leadership and team management skills, with the ability to motivate, inspire, and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients, negotiate effectively, and resolve conflicts.
• Analytical mindset and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.
• Knowledge of service delivery best practices, process improvement methodologies, and quality management systems.
• Proficiency in customer relationship management (CRM) software, service management tools, and Microsoft Office Suite.

We are seeking a knowledgeable, hands-on Manager to lead print, scan and reprographics

services within an outsourced facilities management environment supporting scientific and

engineering clients. This position requires a balance of leadership, technical expertise, client

service, and independent on-site operations management.

XBP Global is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, creed, religion, national origin, ancestry, citizenship status, age, disability, sex/gender, marital status, sexual orientation, gender identity, gender expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

EOE/Minorities/Females/Veterans/Disabled