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Service Delivery Manager
2 weeks ago
**RESPONSIBILITIES & TASKS**:
- The ownership and accountability for delivery of Service
- The support, development, and maintenance of MPS program standards (i.e. print policy, operations manual,
- billing etc.) as defined by the Statement of Work
- Providing a focus for SLA management and Customer satisfaction across the applicable Customer Sites.
- Responsibility for account governance - including regional billing, reporting, quarterly business reviews, project change control, service calls, and supplies
- Ensuring the information systems and the review structure for SLAs are in place and utilized as part of the business reviews
- Ensuring and monitoring those processes are in place to pro-actively deliver consistent Service quality through rigorous management of change control and acceptance into Service procedures in line with FujiFilm guidelines and Statement Of Work
- Ensuring resources, capabilities, and capacity to meet both existing and new In-Scope business providing expert problem management support to difficult, high profile Customer issues relative to the Services in the Statement of Work and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Overseeing the integration of all Service delivery units to improve the quality and inter-working of the whole Service team, including, if applicable, FujiFilm service partners and suppliers to ensure a seamless end-to-end delivery of Service.
- Leading, motivating, mentoring, and developing in country service delivery Managers & Service delivery associates
**Additionally, the SDM will**:
- Co-manage the global print environment with Customer designee.
- Identify concerns and make recommendations to Customer and FujiFilm to address issues.
- Ensure Equipment is operating in the designated volume bands.
- Solve problems associated with print and scan assist with the update of Customer’s print policy in alignment with new office installations.
- Support End-User communication and training
- Support the development of implementation plans and optimization activities
- Manage Equipment and technology roadmap for Customer
- Manage a project plan of all activity associated with the MPS environment
- Act as a conduit from Customer to FujiFilm and other suppliers for the coordination of Equipment delivery, set up, delivery, MACD activities, and training requests
- Provide available data to assist Customer in their communication to office locations regarding legacy equipment, installations, training and MPS program support
- Provides leadership and support for new business opportunities
- Take an active role and supports the transition and implementation of new business (including new service offers) and support ad hoc Customer projects
