Job Title:

Service Program Manager - Bentonville, AR

Business Area:

Sales & Account Management

Location:

Multiple Cities, AR USA

Job ID:

129474

Service Program Manager - Bentonville, AR

JOB SUMMARY:

Services Program Manager position responsible for managing and leading individuals or teams to implement a global technology and services engagement that meets Customer’s expectations.  Coordinates the efforts of all services operations resources at Walmart.  Ensures multiple direct reports deliver services that equal or exceed contracted Customer service levels while meeting revenue and profit targets. This is a Bentonville AR based position with limited travel.

 KEY METRICS:

Planned Revenue Attainment and Growth

·    Services Gross Margin

·    Contract Renewal

·    Customer Satisfaction

·    Key Operational Metrics

 KEY DELIVERABLES:

·    Quarterly Business Reviews

·    Resource Plan

·    Financial Status Report / Action Plan

·    Operational Metrics Status Report / Action Plan

 ROLES AND RESPONSIBILITIES:

·    Responsible to manage a team of Operations personnel who manage the development and execution of one or more Managed Services Statements of Work for the Walmart Account.

·    Ensure direct reports execute and deliver Lexmark responsibilities against signed Statements of Work, which can be highly complex and require a focus on steady state operational elements, profitability and growth.  Ensure all elements of the contract are delivered within the budget while meeting customer satisfaction expectations

·    Responsible to ensure effective management of thousands of installed devices

·    Responsible for the Customer Satisfaction of the client for the provision of hardware, supplies and services

·    Coordinates and holds regular communication with the internal team regarding the status of the account.   Tracks team progress and conducts status meetings both internally and externally

·    As required, responsible for implementation of Lexmark services against a defined project schedule and budget and monitor the implementation process and manage scope changes as they occur

·    Ensure strict adherence to Governance model within the account; Responsible for leading  Quarterly Business Reviews (QBR) with key customers

·    Holds team accountable to their roles and responsibilities required to support contracted service delivery to the Customer

·    May lead or manage a Cross Functional Team that includes various organizations within Lexmark; such as but not limited to Supply Chain, Sales, Product Engineering, Customer Support Services, Lexmark Professional Services and Operations. 

·    Will be required to lead international teams and manage projects with an international scope

·    Responsible to maximize team results and advance the interest of the company.  Ensure team remains motivated, rewarded and focused on delivering an exceptional customer experience

·    Responsible to build a high trust relationship with multiple levels within the Customer environment.  Consults with Customer as Subject Matter Expert, providing insight into potential solutions that create value and improve the Customer business performance

·    Fiduciary responsibility for ongoing operations including cost management, accounts receivable and gross margin; develop, implement and monitor expense control for assigned business region

·    Responsible to manage the successful services delivery in such a manner that Lexmark experiences 100% customer retention

·    Demonstrates discipline in following standard practices and develops or enhances practices as needed by the Customer or Lexmark

·    Ensure team is identifying emerging or new business opportunities and supports collaboration with Customers as needed  

·    Provides recommendations for business process and productivity improvements and cost reductions for both the Customer and Lexmark

·    Demonstrates continuous improvement aimed toward achieving operational excellence in Customer Operations across all areas and functions

·    Promotes the value of the Customer / Lexmark relationship within the Customer, Lexmark and all third party organizations

·    Coaches and mentors Customer Operations Managers in their development and delivery of daily functions

·    Assures compliance with Lexmark and Customer’s HR, procurement, legal, financial, ethics and government related policies, strategies and processes

 

 EXPERIENCE AND BACKGROUND:

 DESIRED  WORK HISTORY:

·    Proven experience in a client relationship role supporting one or more  Fortune 100 customers

·    Experience working within the Walmart/North West Arkansas environment preferred

·    Strong analytical/procedural background in a Relationship Management, Customer Operations and/or Management Consultant position

·    Experience with managing multi-disciplined teams

·    Experience with managing multiple direct reports who are responsible for managing Customer contracts

·    Significant experience interacting with customers, including executives

·    Significant experience in developing and delivering presentations for line of business and senior executives

·    Experience applying business management, financial concepts & contracts knowledge to analyze Customer needs and deliver recommendations

·    Experience with the delivery of operations through the use of technology solutions

·    Experience in developing/managing budgets and critical business KPIs

·    Experience working in and navigating through a matrix organization to obtain information or desired results

 TECHNICAL COMPETENCE:

·    Demonstrated effective communication skills, able to present and demonstrate complex procedures and proposals to multi-functional, diverse groups

·    Proficiency in MS Office Suite applications including, word processing, spreadsheet, and presentation software.  MS Visio and MS Access preferred; working knowledge and MS office suite basic skills are required

·    Well-developed management skills—principles and people

·    Strong project management skills; prefer working knowledge of Microsoft Project.  Demonstrated ability to create detailed plans and execute facilitation of plans

 PERSONAL CHARACTERISTICS:

·    Able to maintain both a short and long term vision around business trends and strategies

·    Comfortable working independently in a dynamic work environment

·    Able to contribute to the development of current and future service delivery offerings to support the overall client relationship needs

·    Strong negotiation skills required

·    Can think big picture and also demonstrate an ability to be detail oriented; anticipate and know when to get into the details

·    Individual must demonstrate a high level of business acumen;  ability to get along well with diverse personalities—flexible

·     Strong analytical and reasoning abilities.  Mindset that enables solving complex problems in a fast-paced environment while delivering on service promises.  Able to develop and adapt business processes after evaluating multiple solutions

 EDUCATION:

·    BA/BS/BBA degree in Business or equivalent experience preferred

·    MBA w/ concentration in finance, administration or operations a plus

·    PMP, CMM certification preferred

·    ITIL / ITSM experience; certification preferred

·    Six Sigma, Lean, TQM or other business process improvement methodology preferred