Customer Operations Manager (UK)

Lexmark; Maidenhead; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the printing services industry is seeking a Customer Operations Manager to ensure high-quality service delivery to clients. This role involves managing operations within a customer-focused team and requires excellent communication and problem-solving skills. The successful candidate will be responsible for building strong relationships with clients and achieving business objectives, making it a key position within the organization.

Qualifications

• 5+ years experience in operations management.
• Experience with technology solutions for operations.
• Strong ability to influence and negotiate.

Responsibilities

• Manage day-to-day operations and client interactions.
• Conduct Monthly Operations Review with clients.
• Monitor service performance metrics and execute service delivery.

Skills

Analytical skills

Project management skills

Negotiation skills

Tools

MS Office Suite

MS Visio

MS Access

Job description

Customer Operations Manager (UK)

4 days ago Be among the first 25 applicants

Direct message the job poster from Lexmark

EMEA TA Team Leader @ Lexmark | Driving Recruitment Excellence

About the Role

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.

Does this appeal to you? Become part of our team!

Responsibilities

• 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.

Qualifications

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.
• 5+ years experience in an operations management role.
• Experience with the delivery of operations through the use of technology solutions.
• Experience managing multi-disciplined, potentially internationally dispersed teams & Managing Directs with Directs.
• Significant experience and demonstrated ability to interact and present to clients, including executive level.
• Previous responsibility for directly managing a P&L Statement.
• 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.
• “Hands on” work ethic—High level of administrative skillset required to effectively manage multiple customer accounts and associated tasks required on a day to day basis.

Required Skills

• Demonstrated ability to influence & negotiate.
• Experience in documenting current and future state business/operations processes.
• Strong project management skills with the ability to lead International Project Teams & International Scope Projects.
• 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.

Preferred Skills

• 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.

Unfortunately due to the large volume of incoming applications, we are not able to send you further written notification should your application not meet the requirements detailed in the advertisement. Thank you for your understanding.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management, Consulting, and Customer Service

• Industries

  Printing Services

Referrals increase your chances of interviewing at Lexmark by 2x

Get notified about new Customer Operations Manager jobs in Maidenhead, England, United Kingdom.

High Wycombe, England, United Kingdom 4 days ago

London, England, United Kingdom 1 month ago

Watford, England, United Kingdom 3 weeks ago

Slough, England, United Kingdom £50,000.00-£50,000.00 2 weeks ago

Leatherhead, England, United Kingdom 1 month ago

Watford, England, United Kingdom 2 weeks ago

Maidenhead, England, United Kingdom 3 days ago

Hemel Hempstead, England, United Kingdom 4 hours ago

Slough, England, United Kingdom £32,000.00-£35,000.00 2 weeks ago

Leatherhead, England, United Kingdom 1 week ago

Teddington, England, United Kingdom 2 hours ago

Basingstoke, England, United Kingdom 1 day ago

Customer Performance and Analytics Executive

Hounslow, England, United Kingdom 1 week ago

Hemel Hempstead, England, United Kingdom 3 weeks ago

Retail Manager - Mercedes-Benz of Brooklands

Weybridge, England, United Kingdom 4 days ago

Wembley, England, United Kingdom 3 weeks ago

High Wycombe, England, United Kingdom 2 weeks ago

Henley-On-Thames, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

Teddington, England, United Kingdom 4 weeks ago

Hayes, England, United Kingdom 1 week ago

Director, Customer Success Services (CSS) Tech Delivery, Cloud Data Management UK

Reading, England, United Kingdom 4 days ago

Slough, England, United Kingdom 2 months ago

Brentford, England, United Kingdom 6 days ago

Staines-Upon-Thames, England, United Kingdom 1 week ago

Kingston Upon Thames, England, United Kingdom 5 days ago

Basingstoke, England, United Kingdom 1 month ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.