Global Site Operations Manager

Responsibilities :

JOB SUMMARY:

Customer-facing role that is responsible to manage & execute contracted Managed Services as defined by Client Statement of Work (SOW).  The Site Operations Manager (SOM) works closely with customer contacts, 3rd party partners and Lexmark resources to execute defined services.  Duties include day to day services delivery execution, escalation management, generating reports and providing input and recommendations for enhancing Client satisfaction.  Accountable to support implementation activities and post implementation services to meet Client and Lexmark targets.  Responsible to build a high- trust relationship with multiple levels within the Client environment.  Work in partnership with Client, becoming a credible advisor.  Expected to consistently demonstrate and represent Lexmark brand according to our mission and guiding principles. 

ROLES AND RESPONSIBILITIES:

• Responsible for management and execution of a Managed Services Statement of Work for a single account and/or multiple complex, small accounts
• Manage all aspects of the day-to-day operations such as install base accuracy, hardware order management, device change management, issue resolution, client training needs, client on-hand inventories, toner reconciliation analysis, consumables management, vendor management, normal business as usual activities
• Maintain frequent, regular quality meetings with client(s) typically via weekly operations reviews involving  on-site personnel; maintain and manage active Client Action Log
• 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
• Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes
• Perform root cause analysis for defects/issues related to or perceived as caused by Lexmark product, supplies or services
• Manage suppliers and partners in delivery of service

• Perform the following when required:
  • End user training
  • Monitor, track and manage recycling of toner cartridges
  • Apply security, firmware or other device software upgrades
  • Place and manage orders, replace defective parts, manage returns
  • Confirm, monitor and track equipment and supplies delivery and installation
  • Secure and manage storage area for parts/consumables or other inventory
  • Monitor, review and respond to Help Desk requests as required for all repair (break-fix services) or Lexmark perceived related incidents

EXPERIENCE AND BACKGROUND:

REQUIRED:

• 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
• 4+ years experience in an operations role
• Experience with the delivery of operations through the use of technology solutions
• Demonstrated ability to interact and present to clients

PREFERRED:

• 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
• Formal certification or past experience as analyst and or technician
• Formal Project Management training/certification

TECHNICAL COMPETENCE:

• 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:

• Customer Satisfaction
• Client Renewal Rate
• Service Level Attainment
• Project/Task Complete to Plan
• Key Process Flow Accuracy

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; demonstrated ability to execute and manage to standard processes and procedures
•  “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

• Ability to work effectively with limited supervision and work cooperatively with customers, remote team members and managers

EDUCATION:

REQUIRED:

• BA/BS/BBA degree in Business or equivalent experience

PREFERRED:

• Six Sigma, Lean, TQM or other business process improvement methodology preferred
• Project Management certification preferred
• ITIL / ITSM experience; certification preferred

KEY DELIVERABLES:

• Action Log / Plan
• Weekly / Monthly SLA Reports
• Weekly / Monthly Analysis Reports
• Key Process Flows (MADC, Order Mgmt, Manual Meter Read Collection, Escalation Process Procedures, etc.) for each Client

How to Apply ?

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