XBP Global · 9 hours ago
Manager Service Delivery
Pasadena, CA
Full-time
Onsite
Mid, Senior LevelXBP Global is a workflow automation leader that specializes in business process automation and digital transformation. They are seeking a knowledgeable Manager of Service Delivery to oversee service delivery to clients in a scientific and engineering environment, ensuring service levels meet or exceed expectations while leading a small team.
Computer Software
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
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
Qualification
Required
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
Demonstrated experience managing a small team (2–5 staff)
Experience in print/scan/reprographics services, document production, or managed print environments
Strong customer service skills in a technical, scientific, or engineering setting
Hands-on experience with copiers, plotters, Fiery systems, scanning equipment, and print drivers
Proficiency in MS Word, Excel, and Access
Strong organizational, communication, and problem-solving skills
Ability to work independently while maintaining strong client relationships
Experience with inventory management, file organization, and operational cost control
Company
XBP Global
XBP Global is a multinational technology and services company powering intelligent workflows for organizations worldwide.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase