Lexmark creates innovative imaging solutions and technologies that help customers worldwide print, secure and manage information with ease, efficiency and unmatched value.
What we offer :
Competitive pay and benefits package
Diverse and inclusive workforce
Dynamic and collaborative team environment
Environmental excellence and community support.
Sound intriguing? Open the possibilities to joining our team and apply today!
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 :
Responsible for management and execution of a Managed Services Statement of Work for a single large account and / or multiple complex, small accounts.
Customer Output Environments vary from hundreds to thousands of installed devices.
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
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
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
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
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
Develop onsite employee skill sets ; manage, recruit, hire and train onsite employees as needed
Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
EXPERIENCE AND BACKGROUND :
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+ years experience in an operations management role
Experience with the delivery of operations through the use of technology solutions
Experience with managing direct reports and / or multi-disciplined teams that can be geographically dispersed
Significant experience and demonstrated ability to interact and present to clients, including executive level
Experience applying business management, financial concepts & contracts knowledge to analyze Client needs and deliver recommendations
Strong analytical / procedural background with demonstrated ability to apply a systematic approach to problem solving
Previous responsibility for directly managing a P&L Statement
TECHNICAL COMPETENCE :
Demonstrated ability to influence & negotiate
Experience in documenting current and future state business / operations processes
Strong project management skills; prefer working knowledge of Microsoft Project
Strong teaching skills, ability to present and demonstrate complex procedures to diverse groups
Well-developed management skills principles and people
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
Basic knowledge of software driver implementation, IP protocol schema and basic network protocols
KEY METRICS :
Revenue versus Planned Revenue
Actual Cost versus Planned Cost
Service Level Attainment
PERSONAL CHARACTERISTICS :
Individual must demonstrate a high level of business acumen; ability to get along well with diverse personalities flexible
Comfortable performing multifaceted projects in conjunction with normal activities in a demanding, fast-paced work environment
Strong leadership skills, ability to direct and motivate employees
Hands on management style drives team involvement within division and functional support organizations; ability to build and manage a cross cultural, cross tower team for effective and efficient customer support
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
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 :
BA / BS / BBA degree in Business or equivalent experience
English language fluency
Six Sigma, Lean, TQM or other business process improvement methodology preferred
PMP, CMM certification preferred
MBA in finance, administration or operations a plus
ITIL / ITSM experience; certification preferred
KEY DELIVERABLES :
Statement of Work (SOW)
Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client
Training Plan & Procedures Manual for each On-Site Associate
Monthly Customer Operations Summary Reviews
Quarterly Business Reviews