Manager, Global Technology Operations - Site

Canon USA & Affiliates; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Canon USA & Affiliates in New York is seeking a Global Technology Operations Manager to lead day-to-day administrative and technical operations for a large-scale, global client account. The role coordinates Canon teams, client stakeholders, vendors, and site managers, ensuring service quality and KPI alignment across locations.

The role blends account operations, print technology, service delivery, project coordination, reporting, and vendor management.

Qualifications

• 4+ years in computer systems, project coordination, account operations, or related client support.
• Print and account management industry experience in production or related field.
• Experience with uniFLOW and print management tools.
• Broad technical knowledge across OS, networking, software, hardware, and enterprise environments.
• Certifications such as Microsoft Certified Professional preferred.
• Proficient in Microsoft 365 (Word, Excel, Teams, Visio, Project, Access, Power BI).
• Strong reporting and technical writing skills.
• Experience with VDI environments and workflow automation.
• Experience with service/ticket management, incident/change management, SLA reporting.
• Knowledge of organizational chart software.
• Excellent interpersonal, written and oral communication skills.
• Strong organizational and time management abilities.

Responsibilities

• Oversee day-to-day operational and technology support for a large-scale global enterprise account.
• Coordinate activities across site managers, global teams, and client stakeholders.
• Monitor operations to ensure efficient support, service quality, and client experience.
• Maintain awareness of client space, site requirements, and compliance expectations.
• Manage relationships with client contacts and business units to align services with needs.
• Provide central advisory on document production, workflows, and print solutions.
• Develop and maintain client-specific workflows integrating Canon products.
• Identify KPIs and report on performance and metrics to Canon and client.
• Support budgets, forecasts, proposals, and service solutions.
• Lead cross-location initiatives with Canon teams and client partners.

Skills

Experience

Print industry experience

uniFLOW

Broad technical knowledge

Certifications

MS 365 proficiency

Technical writing

VDI/workflow automation

ITIL/SLA reporting

Org chart software

Communication skills

Organizational skills

Education

Bachelor's degree

Tools

uniFLOW

Org Chart Software

Microsoft 365

Job description

Overview

This role is responsible for the day-to-day administration, technical leadership, operational support, and continuous improvement of a large-scale global client account. The Global Technology Operations Manager serves as a central point of coordination across Canon teams, Client stakeholders, vendors, and regional site teams to maintain service quality, support technology implementation, strengthen compliance, and drive consistent operational performance across locations. This is a hands-on, jack-of-all-trades global role that blends account operations, print technology, service delivery, project coordination, reporting, vendor management, and client advisory support. The role requires someone who can shift priorities quickly, solve technical issues directly when needed, and keep global teams aligned around service standards, KPIs, and client objectives.

• Global Account Support: Support a large-scale enterprise account across multiple regions and locations.
• Technology & Systems: Administer and support Canon-provided equipment, applications, workflows, and print solutions.
• Operations & Service: Monitor service levels, tickets, uptime, staffing readiness, standards, and process consistency.
• Client Partnership: Partner with client contacts and business units to align services with business needs.

Responsibilities

Account Leadership & Governance:

• Oversee day-to-day operational and technology support for a large-scale, global enterprise account.
• Direct and coordinate activities across Site Managers, Area Managers, global Canon and client teams, and account support groups.
• Monitor operations to maintain efficient support, consistent service quality, and a strong client experience.
• Maintain awareness of client space occupancy, site requirements, account standards, and compliance expectations.
• Independently perform other account-related duties as assigned.

Client Strategy & Relationship Management:

• Work closely with client contacts and their teams to understand strategic goals and translate them into practical action plans across locations.
• Identify, support, and champion client standards across all locations.
• Build and maintain trusted partnerships with client stakeholders, business units, application owners, and document production or communication teams.
• Serve as a central advisory resource for document production, workflow, print, and communication-related needs.
• Maintain client satisfaction by proactively resolving questions, concerns, escalations, and service issues.

Technology, Systems & Workflow Administration

• Administer Canon-provided software systems, equipment, tools, and related client-facing technology platforms.
• Support networked printer troubleshooting, including driver issues, queue additions/removals, uniFLOW support, and hardware/software connectivity issues.
• Partner with Canon TSE and CSC teams to maintain equipment uptime, respond rapidly to software incidents, and meet or exceed service-level agreements.
• Coordinate proactive software updates, patches, options, and technical changes with the appropriate Canon teams and client stakeholders.
• Design, consult on, implement, and/or manage client-related hardware and software solutions, including workflow tools, third-party configurations, e-business systems, data/content repositories, and other unique client requirements.
• Understand workflow products and help develop client-specific workflows that integrate with Canon products and systems to support automation and service improvement.

Operational Excellence, Reporting & Financial Support

• Identify, maintain, and report on agreed Key Performance Indicators (KPIs) for services provided to the client.
• Deliver metrics, measures, and operational updates to Canon management and client stakeholders.
• Manage regional budget guidelines and support the creation of budgets, forecasts, proposals, and service solutions.
• Assist with contract renegotiation activity and help prepare professional proposals or service recommendations aligned to client needs.
• Identify operational efficiencies that reduce cost, eliminate waste, improve service consistency, and support continuous improvement.

Projects, Innovation & Continuous Improvement

• Manage the implementation and integration of low- to mid-complexity technical projects; support complex projects under guidance from Canon technical teams.
• Partner with Canon Solutions Consultants and Client stakeholders to identify document process improvement opportunities and print room optimization initiatives.
• Stay current on industry solutions, technology trends, competitive landscape, vertical applications, and emerging service opportunities.
• Provide recommendations for quarterly Executive Business Reviews, regular account meetings, and future-state service initiatives.
• Advise clients on production methods that improve document effectiveness, efficiency, quality, and cost alignment.

Team Coordination, Training & Escalation Support

• Coordinate initiatives with Canon Business Process Services managers across locations to keep site personnel aligned and informed.
• Work successfully with different Canon groups, client teams, vendors, and third-party partners in a proactive and collaborative manner.
• Develop, cross-train, grow, and support succession planning for Canon staff to advance operational performance and customer service excellence.
• Monitor, update, and remediate help desk tickets, including day-to-day technical issues and corrective actions across Canon-provided equipment, services, and solutions.
• Monitor, update, and remediate help desk tickets, including day-to-day technical issues and corrective actions across Canon-provided equipment, services, and solutions.Evaluate and resolve high-priority or complex problems involving the client, vendors, and internal professionals in a responsive and productive manner.

PHYSICAL DEMANDS/WORKING CONDITIONS/ MENTAL QUALIFICATIONS

• Flexible schedule and ability to support a global account across time zones, priorities, and escalation needs.
• Strong presentation, communication, and client-facing skills, with the ability to work effectively across diverse groups, regions, stakeholders, and technical teams.

Qualifications

• Bachelor's degree or equivalent work experience in a technical field; computer-related studies or systems engineering experience preferred.
• 4+ years of computer systems/applications, project coordination, account operations, or related client support experience.
• Print and account management industry experience in production, project management, print sales, or a related environment with a strong understanding of production methods and processes.
• Experience with uniFLOW and print management tools preferred
• Broad technical knowledge across operating systems, networking, software applications, hardware connectivity, production/office print solutions, and centralized or distributed enterprise environments.
• Software, hardware, or networking certifications preferred; Microsoft Certified Professional or equivalent experience desirable.
• Proficient in Microsoft 365 including Word, Excel, Teams, Visio, Project, Access, MiniTab, and Presentation Software
• Advanced reporting and technical writing skills
• Experience with VDI environments, enterprise software deployment, workflow automation and document management platforms preferred
• Experience with service and ticket management systems, incident management, change management, and SLA reporting preferred.
• Knowledge of Organizational Chart and Floor Plan Software
• Excellent interpersonal, written and oral communication skills
• Strong organizational and time management skills