Responsibilities :
JOB SUMMARY:
The BOM role is focused on ensuring that WW Managed Print Services (MPS) processes are executed in accordance with Lexmark’s capabilities and contractual obligations to its customers as defined by the Customer Statement of Work (SOW). The Business Operations Manager (BOM) is responsible for understanding Lexmark’s global processes and systems in great detail and is considered as one “Subject Matter Expert” in the back office support for many operational practices. The BOM works closely with Country operations teams, Cebu WW Operations teams, and other cross functional Lexmark resources in a coordination role to execute defined services, and ensure accurate & timely contract management oversight and governance. Duties include customer set up in Lexmark environment (SOW translation in Lexmark terms & ERP) as well as managing day to day execution of the contract set up, escalation management, generating or providing customer reports and providing input and recommendations for ensuring global alignment to operational practices and customer contractual requirements.
ROLES AND RESPONSIBILITIES:
- Provide on request consultation/guidance to Lexmark pre-sales team on capabilities and services and assures compliance with Lexmark strategies and processes
- Responsible for contractual interpretation and management of customer requirements as defined in a Managed Services Statement of Work, including ongoing contract maintenance/change management
- Coordinate implementation of customer setup requirements with Customer Operations and back office teams
- Monitor/audit process execution for compliance of Lexmark’s contractual obligations to its customers within set schedule.
- Direct interaction with various cross functional teams as needed to provide resolution support & analysis for concerns regarding consumables, entitlement, billing, and other general account issues
- Support WW system and/or process changes, participate in continuous improvement activities/projects, test end to end process improvements/changes and training as needed under EMEA SME support & guidance
- Provide visibility & confidence to other Country Operations team that expected customer service (Lexmark back office activity) is delivered according to contract and under control
- Work closely with and gain functional guidance from the different Operations Control Towers Mgrs in Countries, to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations.
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