Service Delivery Trainer

JOB SUMMARY: 

The Trainer for Service Delivery is responsible for delivering comprehensive training programs to employees. This individual is also responsible for the development of training programs, materials, and courses of Xerox’s end-to-end transition management processes. This role focuses on enhancing employee proficiency in organizational processes, procedures, and systems to ensure operational excellence and continuous improvement.   

ROLES AND RESPONSIBILITIES: 

• Design and deliver training programs focused on process, procedure, and system proficiency. 

• Facilitate classroom, virtual, and on-the-job training sessions for new hires and existing employees. 

• Develop training materials, manuals, and documentation to support learning initiatives. 

• Evaluate training effectiveness through assessments, feedback, and performance metrics. 

• Collaborate with process owners and subject matter experts to ensure training content accuracy and relevance. 

• Maintain training records and ensure compliance with organizational standards. 

• Conduct training needs analysis to identify skill gaps and develop targeted learning solutions. 

• Support continuous improvement initiatives by identifying opportunities for process optimization through training. 

EXPERIENCE AND BACKGROUND: 

Ideal candidate will have:  

• Minimum of 3 years of experience in training or learning and development, preferably in a shared services environment. 

• Experience with transactional operations execution to defined service level agreements and quality  

• Experience in successful project management is desired.  

• Experience in Key Performance Indicators (KPIs), metrics management, and problem-solving methodologies 

TECHNICAL COMPETENCE:  

• Excellent communication and presentation skills. 

• Ability to design engaging and effective training content. 

• Experience in developing training plans 

• Must have excellent facilitation and training skills in an adult learning setup 

• Able to conduct and coordinate training activities to a target population. 

• Familiar with the principles of Train-the-Trainer  

• Ability to work collaboratively across teams and geographies. 

• Strong analytical and problem-solving abilities. 

• Proficiency in MS Office Suite and e-learning tools. 

• Strong understanding of ERP Platforms, CRM systems and other tools used in Lexmark and Xerox workstreams 

KEY METRICS:  

• Training Completion Rate 

• Learner Satisfaction Score 

• Assessment Pass Rate 

• Time-to-Proficiency (Learning Curve) 

• Training Attendance Rate 

• Training Needs Fulfillment 

• Training Effectiveness 

PERSONAL CHARACTERISTICS: 

• Strong Interpersonal Skills – Able to build rapport and maintain positive relationships with diverse teams and individuals. 

• Excellent Communication – Clear, concise, and confident in both verbal and written communication across multiple platforms. 

• Adaptability and Flexibility – Comfortable working in a dynamic environment with shifting priorities and global time zones. 

• Patience and Empathy – Demonstrates understanding and support for learners with varying skill levels and learning styles. 

• Proactive and Self-Motivated – Takes initiative in identifying training needs and implementing solutions without constant supervision. 

• Detail-Oriented – Ensures accuracy in training materials, documentation, and delivery. 

• Collaborative Mindset – Works effectively with cross-functional teams and subject matter experts. 

• Problem-Solving Orientation – Approaches challenges with analytical thinking and a solutions-driven attitude. 

• Continuous Learner – Open to feedback and committed to personal and professional development. 

• Professional Integrity – Maintains confidentiality, compliance, and ethical standards in all training activities. 

EDUCATION: 

REQUIRED: 

• Bachelor's degree in business, finance, engineering or related field, with units on Education preferred 

PREFERRED: 

Certifications in Training and Development (e.g., Train-the-Trainer, Learning & Development, Instructional Design) are an advantage 

Coursework or units in Education, Adult Learning, or Instructional Design highly desirable 

Six Sigma, Lean, TQM or other business process improvement methodology is an advantage  

Project Management certification is an advantage 

ITIL / ITSM experience certification is an advantage