Responsibilities :
JOB SUMMARY
Customer-facing role that is directly responsible for managing the delivery of contracted Managed Services and Solutions as defined in the SOW to Client’s satisfaction. Duties include working within a Customer Focus Team (CFT) to define proposed services requirements, creation of Statement of Work, implementation of services, and manage the delivery of day to day operations of Post Implementation MPS Services and Solutions. Accountable to manage revenue and profit margin targets and identify and recommend business process and output related solutions for each client. Responsible to build a high- trust relationship with multiple levels within the Client environment. Work in partnership with Client, becoming a credible advisor on fleet and business optimization and sought as a key resource for resolution of unique or complex business problems
ROLES AND RESPONSIBILITIES:
1. Responsible for management and execution of a Managed Services Statement of Work for multiple large accounts and/or multiple complex, small accounts. Customer Output Environments vary from hundreds to thousands of installed devices with revenues typically >$15M based on region.
2. Manage all aspects of the day-to-day operations such as install base accuracy, hardware orders, device change management, issue resolution, client training needs, consumables forecasts, client on-hand inventories, toner reconciliation, consumables, vendor management, normal business as usual activities
3. Meet with client(s) in person at least once per month; Conduct a Monthly Operations Review (at contracted frequency) with the client that includes all aspects of the Lexmark MPS Services engagement. Maintain frequent, regular quality meetings with client(s) typically via weekly operations reviews involving on-site personnel; maintain and manage active Client Action Log
4. Support Quarterly Business Reviews. Responsible to understand client priority business initiatives and demonstrate the value of Lexmark via recommended actions and implemented improvements. Demonstrate expertise and excellence in identifying business related and output solutions opportunities as well as optimization and other recommendations that will save time and expense for the client in these face to face executive reviews
5. Monitor and report on services & maintenance performance metrics to fulfill contractual SLA requirements – utilize escalation when needed. Responsible to execute exceptional service delivery in such a manner Lexmark experience 100% Client Retention
6. Fiduciary responsibility for ongoing operations including cost management, inventory management, accounts receivable and gross margin; provide Revenue and Expense forecast for each client as part of the Monthly Outlook Process
7. Develop onsite employee skill sets ; manage, recruit, hire and train onsite employees as needed
8. Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
EXPERIENCE AND BACKGROUND:
REQUIRED:
9. Experience required in face to face interaction w/Customers in an Operations/Service Delivery role; handling issue resolution, proposal discussions, general service delivery concerns, etc
10. 5+ years experience in an operations management role
11. Experience with the delivery of operations through the use of technology solutions
12. Experience managing multi-disciplined, potentially internationally dispersed teams & Managing Directs with Directs
13. Significant experience and demonstrated ability to interact and present to clients, including executive level
14. Previous responsibility for directly managing a P&L Statement
15. Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations
16. Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem solving
17. “Hands on” work ethic—High level of administrative skillset required to effectively manage multiple customer accounts and associated tasks required on a day to day basis.
TECHNICAL COMPETENCE:
18. Demonstrated ability to influence & negotiate
19. Experience in documenting current and future state business/operations processes
20. Strong project management skills with the ability to lead International Project Teams & International Scope Projects
21. Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
22. Well-developed management skills—principles and people
23. Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required
24. Basic knowledge of software driver implementation, IP protocol schema and basic network protocols
KEY METRICS:
25. Revenue versus Planned Revenue
26. Actual Cost versus Planned Cost
27. Customer Satisfaction
28. Service Level Attainment
29. Solutions Penetration
PERSONAL CHARACTERISTICS:
30. Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities—flexible
31. Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment
32. Strong leadership skills, ability to direct and motivate employees
33. Strong analytical and reasoning abilities. Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises. Able to develop and adapt business processes after evaluating multiple solutions
34. Demonstrated ability to develop and communicate high impact messages and complex ideas in an effective, concise fashion in both verbal and written format
EDUCATION:
REQUIRED:
35. BA/BCOM degree in Business or equivalent experience
36. English language fluency
PREFERRED:
37. Six Sigma, Lean, TQM or other business process improvement methodology preferred
38. PMP, CMM certification preferred
39. MBA in finance, administration or operations a plus
40. ITIL / ITSM experience; certification preferred
KEY DELIVERABLES:
41. Solution Summary
42. Statement of Work (SOW)
43. Project Plan
44. Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client
45. Asset Management (Install base accuracy & Order management)
46. Monthly Customer Operations Summary Reviews
47. Quarterly Business Reviews
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