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When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you’re just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.
From engineering and product to digital services and customer experience, you’ll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.
Responsibilities :
The Field Service Partner Operations Manager is responsible for managing the performance of partners to ensure service delivery in line with contractual obligations and key performance metrics. This role involves collaborating with various teams to improve partner service, organizing readiness for new product launches, and maintaining strong partnerships. The manager will also oversee expense charges, vendor payments, and ensure adherence to company policies.
Key Responsibilities
Performance Management
Manage the performance of partners to ensure delivery in line with contractual obligations and key performance metrics such as CSAT, Response SLA, Resolution SLA, and Average Days Open.
Direct areas of improvement for alignment and standardization.
Collaboration
Collaborate with Global Direct and Indirect process leads and Asia Pacific Service Delivery Management on partner service improvement plans.
Work with Global Sourcing Team and country Service Delivery managers on contractual changes.
Financial Oversight
Approve expense charges and vendor payments against the managed cost center.
Stakeholder Management
Conduct Monthly Business Reviews (MBRs) with partner operations management and senior leaders to discuss performance and business results.
Perform site visits with partners to maintain strong partnerships and relationships.
Skills and Behavior
Knowledge of Partner Management
Understand and manage partner performance metrics.
Collaborate with internal and external teams to drive service improvements.
Communication Skills
Participate in MBRs with partner operations management and senior leaders.
Conduct site visits to maintain strong partnerships.
Training and Development
Collaborate with internal training SMEs on-site training requirements.
Organize readiness for new product launches and business support.
Adherence to Policies
Adhere to the company’s code of business conduct while working with partners.
Expected Outcomes
Operational KPIs
Achieve Field Service Operational KPIs such as Response SLA, Resolution SLA, and Average Days Open.
Customer Satisfaction
Ensure a high level of customer satisfaction through efficient global standard field service process execution.
Cost Efficiency
Achieve optimum cost per contact.
Service Improvement
Lead improvement initiatives and projects aligned with Global Field Service and Asia Pacific Service Delivery Strategies
How to Apply ?
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