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Operations Service Delivery Manager
2 weeks ago
The Central Site Operations Specialist plays a critical role in managing and executing contracted managed services as defined by the customer's Statement of Work (SOW). This centralized position works closely with customer contacts, 3rd party partners, and Lexmark resources to execute defined services.
Duties and Responsibilities:
- Manage all aspects of day-to-day operations, including install base accuracy, device change management, issue resolution, consumables management, and ad-hoc reporting.
- Ensure clear, relevant, timely, and appropriate communication with customers according to Lexmark's values and guiding principles.
- Maintain and manage an active customer action log.
- Provide accurate and timely reports as required by the SOW and/or Lexmark standards defined.
- Execute exceptional service delivery to achieve 100% customer retention.
- Acknowledge compliance with Lexmark and customer 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 products, supplies, or services when required.
- Communicate with suppliers and partners as necessary in the delivery of services.
- Collaborate with local management and global process owner teams to identify process gaps, opportunities, and support models needed to enhance or improve customer support.
Experience and Background:
- The ideal candidate will have significant interaction with customers in an operations/service delivery role, handling issue resolution, general service delivery concerns, escalation management.
- Customer interaction experience with enterprise-level clients such as LOB managers, IT or procurement directors, IT professionals, program managers, etc.
- 2+ years' experience in an operations role.
- Experience delivering operations through the use of technology solutions.
- Demonstrated ability to interact with customers via phone and email.
Preferred Qualifications:
- Experience applying business management, financial concepts & contracts knowledge to analyze customer needs and deliver services per the SOW.
- Strong analytical/procedural background with demonstrated ability to apply a systematic approach to problem-solving.
- Formal certification or past experience as analyst or on-site operations role.
Technical Competence:
- Experience understanding and documenting current and future state business/operations processes.
- Project management skills; prefer working knowledge of Microsoft Project.
- Excellent skills in MS Office Suite including word processing, spreadsheet, and presentation software. MS Visio and MS Access preferred.
- Basic knowledge of software driver implementation, IP protocol schema, and basic network protocols.
