Exec II, Service Delivery Management

The Service Delivery Management Executive will be responsible for the overall management and operational support of FUJIFILM Service Delivery Operations’ client accounts in the achievement of the account strategic and operational objectives.

The personnel will manage multiple sites (portfolio of fleet only accounts and provide fleet support), on multiple lines of service accounts.

Kindly take note that this is a contract position.

Job Responsibilities:

1. Contract Implementation

• Participate in account implementation strategies, services content, delivery schedules and contract commencement dates with FUJIFILM Business Analyst, Solutions Architect, Sales, and implementation teams
• Manage Service Level Agreements and achievement of Service Level objectives.
• Review and document workflow processes (or amendments) enabling contracted service delivery for each customer site

2. Contract Lifecycle Management

• Accountable for customer contract services operations:
• Deliver contracts within the agreed SLA fulfilling customer expectations and negotiate changes as appropriate ensuring value for money for the customer.
• Manage the resource requirements to achieve the agreed production targets ensuring adequate contingency plans are in place.
• Ensure that all core Operational processes are being adhered to and utilized
• Ensure effective use of resources and tools to enable delivery of defined levels of Services
• Maintain and manage the required processes supporting service delivery in allocated MPS/BPS/DOCS contracts
• Conduct monthly/quarterly Account review, communications strategy in conjunction with Sales, Operations staff and customers and identify potential business opportunities with relevant reports and operations information.
• Manage and organize training on new products and tools for the customer post implementation to staff and customers
• Analyze, manage and responsible for Account Profitability of the contracts managed.
• Responsible for activities to grow the revenue of the contract managed.
• Responsible for providing value-added service and/or solution required by the customer during the contract life cycle.

3. Billing and Recharge info to customers

• Gathering, Validation and Compilation of relevant information to substantiate billing requirements to contracted site based on SLA (all in-scope services - FX devices, 3rd party & professional services); meter readings, overtime, papers, consumables etc. info
• Develop cost recovery recharge & summary reports as per SLA and customers’ requirement
• Ensure all invoices are processed flawless and timely.

4. Accountable for YOY improvement and target defined

• Responsible for achieving contract P&L and contracted SLA commitments through controlled consolidation/rationalization of current contracts and equipment on each site
• Develop Volume building activities
• Manage and support the disengagement of existing client 3rd party contracts in support of the implementation of Office Services contracts

5. Accountable and Manage customer & staffs’ satisfaction and ensure Customer expectations are met

• Maintain positive relationships with customers, peers, sales, administration, and other FujiFilm units to ensure a smooth Services solutions implementation / installation and operation.
• Develop on-going training and counseling and guidance to staffs
• Escalation point for Docucare for all account management issues
• Implement and manage customer satisfaction monitoring processes for FujiFilm clients
• Accountable for the recruiting, education, development, and retention of team members.
• Provide appropriate communication, support, and interface to both internal and external customers
• Conduct Customer Satisfaction survey analyze the results and develop countermeasures

6. Undertake other fleet management-related activities as delegated from time to time

7. Any other Ad-Hoc task requested by Service Delivery Operations Manager

• Job Identification 4580
• Job Category Customer Support Center Management
• Posting Date 09/04/2024, 05:23 AM
• Job Schedule Full time
• Locations FBMY - Head Office