Customer Operations Manager (UK)

ZipRecruiter; Maidenhead; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in managed services seeks an Operations Manager with a strong client-facing component. The role involves managing service delivery, revenue targets, and developing skills within the team to enhance service efficiency. Candidates should possess significant operations management experience and be adept in client interactions and project management.

Qualifications

• 5+ years experience in an operations management role.
• Experience managing dispersed teams and multi-disciplined projects.
• Strong administrative skills to manage multiple accounts effectively.

Responsibilities

• Manage day-to-day operations, ensuring compliance with client requirements.
• Conduct monthly operations reviews with the client.
• Monitor service delivery performance metrics to meet SLAs.

Skills

Project Management

Analytical Skills

Negotiation

Education

MBA in finance, administration or operations

PMP certification

CMM certification

ITIL/ITSM certification

Tools

MS Office Suite

MS Visio

MS Access

Job description

Job Description

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 ; working knowledge and MS office suite basic skills are required.
• Basic knowledge of software driver implementation, IP protocol schema and basic network protocols.

Skills

• Six Sigma, Lean, TQM or other business process improvement methodology .
• PMP, CMM certification .
• MBA in finance, administration or operations a plus.
• ITIL / ITSM experience; certification .

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.