Business Operations Manager

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

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 :

JOB PURPOSE/MISSION/SUMMARY:

The Business Operations Manager (BOM) role is focused on ensuring that WW Managed Print Services (MPS) processes are executed in accordance with Lexmark’s capabilities and contractual obligations to its customers as defined by the Customer Statement of Work (SOW).  The Business Operations Manager (BOM) is responsible for understanding Lexmark’s global processes and systems in great detail and function as the “Subject Matter Expert” in the back office support for operational practices. The Business Operations Manager (BOM) works closely with the GEO operations teams, Shared Services Centre, WW Operations teams, and other cross functional Lexmark resources to execute defined services, and ensure accurate & timely contract setup, and ongoing contract management oversight and governance.  Duties include managing day to day contract execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring global alignment to operational practices and customer contractual requirements. 

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

BOM

• Provide on request consultation/guidance to Lexmark pre-sales team on capabilities and services  and assures compliance with Lexmark strategies and processes​
• Responsible for contractual interpretation and management  of customer requirements as defined in a Managed Services Statement of Work, including ongoing contract maintenance/change management​
• Coordinate implementation of customer setup requirements with Customer Operations and back office teams ​
• Monitor/audit process execution for compliance of Lexmark’s contractual obligations to its customers within set schedule.
• Direct interaction with various cross functional teams as needed to provide resolution support & analysis  for concerns regarding consumables, entitlement, billing, and other general account issues​
• Support WW system and/or process changes, participate in continuous improvement activities/projects,  test end to end process improvements/changes and training as needed under BOM SME support & guidance.
• Provide visibility & confidence to other Country Operations team that expected customer service (Lexmark back office activity) is delivered according to contract and under control​
• Work closely with and gain functional guidance from the different Operations Control Towers Mgrs in Countries, to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations.​
• Coordinate and drive Billing Issues resolution with our back office teams.​
• Monitor Monthly and Quarterly Account Invoice Completion.
• Could eventualy develop into a Global Lead BOM / Geo Lead BOM

Global Lead BOM​

• Assigned based on lead country for new accounts, initiating country for amendments or expertise within the Geo​ 
• Inform the GEO Lead BOM(s) immediately about the new contract – so they can be prepared that a setup will come soon (internal back-office kickoff- create base package)  
• Review signed documents (MSA, CPA, SOW) and prepare account setup summary presentation – if no signed documents setup should not start​ 
• Follow country document signatures ​ 
• Alignment with lead country about requirements​ 
• Coordination and collaboration with global all teams (Sales/ Lead COM/BOM and/or PM)​
• Facilitate meetings with GEO Lead BOMs/GEO BOM-s and other back -office teams (ex. CCM, AMS, Invoicing –)​ 
• Coordinate and communicate actions/requirements to GEO Lead BOM/GEO BOM-s in front office/back-office teams, keep up to date global tracker setup status (Overall coordination of customer setup & updates on customer as required) ​ 
• SPOC for account escalation related to the setup issues (e.g. coming through Lead COM, "only" Accountable, GEO Lead BOM-s/GEO BOM-s should resolve setup issues)
• Maintain lessons learned, post setup presentation if needed​ 
• Checks, Tracks and coordinates if any annual setup change is required by contract (ex. price/rate changes, exchange rate) in close cooperation with COM /Sales ​ 
• Participates in pre-sales discussions if identified​ 
• No setup will be done except the lead case by Global Lead BOM, but coordinating setups as described above with ​ 

Geo Lead BOM​

• Participate in Global Lead BOM meetings​ 
• Review signed documents (MSA, CPA, SOW) and update account setup summary presentation as needed for your Geo​ 
• Inform the GEO BOM(s) immediately about the new contract – so they can be prepared that a setup will come soon​ 
• Communicate Geo concerns/issues (Geo specifics and highlight challenges)​ 
• Work with Country/Region BOMs in geo to communicate actions​ 
• Report progress and issues to Global Lead BOM​ 
• Document challenges and lessons learned for future improvements and to be shared with Global Lead BOM​ 
• Assist Country/Region BOM with execution of tasks as necessary​ 
• Create draft “lead” setup cases for Geo for Pricing/ Accounting File creation​ 
• All countries in scope for the contracts ​ 
• Share draft CDW to ensure consistency across countries​ 
• Coordinate progress of Geo setup​ 
• Coordinate GEO setup for invoicing​ 
• Checks, Tracks and coordinates if any annual setup change required by contract (ex. price/rate changes) if no Global BOM exist in close cooperation with COM /Sales​ 
• Facilitate meetings between Country BOMs and other back-office teams (e.g., CCM, AMS, Invoicing- would need 1 lead for each team )​ 

JOB PURPOSE/MISSION/SUMMARY:

The Business Operations Manager (BOM) role is focused on ensuring that WW Managed Print Services (MPS) processes are executed in accordance with Lexmark’s capabilities and contractual obligations to its customers as defined by the Customer Statement of Work (SOW).  The Business Operations Manager (BOM) is responsible for understanding Lexmark’s global processes and systems in great detail and function as the “Subject Matter Expert” in the back office support for operational practices. The Business Operations Manager (BOM) works closely with the GEO operations teams, Shared Services Centre, WW Operations teams, and other cross functional Lexmark resources to execute defined services, and ensure accurate & timely contract setup, and ongoing contract management oversight and governance.  Duties include managing day to day contract execution, escalation management, generating or providing customer reports and providing input and recommendations for ensuring global alignment to operational practices and customer contractual requirements. 

KEY ROLES & RESPONSIBILITIES / KEY JOB FUNCTIONS:

BOM

• Provide on request consultation/guidance to Lexmark pre-sales team on capabilities and services  and assures compliance with Lexmark strategies and processes​
• Responsible for contractual interpretation and management  of customer requirements as defined in a Managed Services Statement of Work, including ongoing contract maintenance/change management​
• Coordinate implementation of customer setup requirements with Customer Operations and back office teams ​
• Monitor/audit process execution for compliance of Lexmark’s contractual obligations to its customers within set schedule.
• Direct interaction with various cross functional teams as needed to provide resolution support & analysis  for concerns regarding consumables, entitlement, billing, and other general account issues​
• Support WW system and/or process changes, participate in continuous improvement activities/projects,  test end to end process improvements/changes and training as needed under BOM SME support & guidance.
• Provide visibility & confidence to other Country Operations team that expected customer service (Lexmark back office activity) is delivered according to contract and under control​
• Work closely with and gain functional guidance from the different Operations Control Towers Mgrs in Countries, to ensure country specifics are met and overall country operations are delivered under SOW quality & SLA expectations.​
• Coordinate and drive Billing Issues resolution with our back office teams.​
• Monitor Monthly and Quarterly Account Invoice Completion.
• Could eventualy develop into a Global Lead BOM / Geo Lead BOM

Global Lead BOM​

• Assigned based on lead country for new accounts, initiating country for amendments or expertise within the Geo​ 
• Inform the GEO Lead BOM(s) immediately about the new contract – so they can be prepared that a setup will come soon (internal back-office kickoff- create base package)  
• Review signed documents (MSA, CPA, SOW) and prepare account setup summary presentation – if no signed documents setup should not start​ 
• Follow country document signatures ​ 
• Alignment with lead country about requirements​ 
• Coordination and collaboration with global all teams (Sales/ Lead COM/BOM and/or PM)​
• Facilitate meetings with GEO Lead BOMs/GEO BOM-s and other back -office teams (ex. CCM, AMS, Invoicing –)​ 
• Coordinate and communicate actions/requirements to GEO Lead BOM/GEO BOM-s in front office/back-office teams, keep up to date global tracker setup status (Overall coordination of customer setup & updates on customer as required) ​ 
• SPOC for account escalation related to the setup issues (e.g. coming through Lead COM, "only" Accountable, GEO Lead BOM-s/GEO BOM-s should resolve setup issues)
• Maintain lessons learned, post setup presentation if needed​ 
• Checks, Tracks and coordinates if any annual setup change is required by contract (ex. price/rate changes, exchange rate) in close cooperation with COM /Sales ​ 
• Participates in pre-sales discussions if identified​ 
• No setup will be done except the lead case by Global Lead BOM, but coordinating setups as described above with ​ 

Geo Lead BOM​

• Participate in Global Lead BOM meetings​ 
• Review signed documents (MSA, CPA, SOW) and update account setup summary presentation as needed for your Geo​ 
• Inform the GEO BOM(s) immediately about the new contract – so they can be prepared that a setup will come soon​ 
• Communicate Geo concerns/issues (Geo specifics and highlight challenges)​ 
• Work with Country/Region BOMs in geo to communicate actions​ 
• Report progress and issues to Global Lead BOM​ 
• Document challenges and lessons learned for future improvements and to be shared with Global Lead BOM​ 
• Assist Country/Region BOM with execution of tasks as necessary​ 
• Create draft “lead” setup cases for Geo for Pricing/ Accounting File creation​ 
• All countries in scope for the contracts ​ 
• Share draft CDW to ensure consistency across countries​ 
• Coordinate progress of Geo setup​ 
• Coordinate GEO setup for invoicing​ 
• Checks, Tracks and coordinates if any annual setup change required by contract (ex. price/rate changes) if no Global BOM exist in close cooperation with COM /Sales​ 
• Facilitate meetings between Country BOMs and other back-office teams (e.g., CCM, AMS, Invoicing- would need 1 lead for each team )​ 

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

Competencies can be thought of as characteristics, traits, knowledge, or patterns of behavior. The following competencies are highly desired for this position.  The individual should be effective in the majority of these competencies, and enthusiastic about proactively developing the remaining competencies.

Action Oriented

• Enjoys working hard
• Is action oriented and full of energy for the things he/she sees as challenging
• Not fearful of acting with a minimum of direction
• Seizes more opportunities than others

Problem Solving

• Enjoys and thrives on solving complex problems and issues
• Can readily identify process issues that need to be brought to attention for corrective actions
• Seeks to understand all relevant issues before recommending a solution
• Knows how to work with other functions/areas to bridge any “silo effects” that result in large disperse operations

Customer Focus

• Is dedicated to meeting the expectations and requirements of internal and external customers
• Acts with customers in mind
• Understands the importance of back office processes, and how the execution of such directly impacts our Customers

Technical Learning

• Picks up on technical things quickly
• Can learn new skills and knowledge
• Is good at learning new product or technical knowledge

Perseverance

• Pursues everything with energy, drive, and a need to finish
• Seldom gives up before finishing, especially in the face of resistance or setbacks

Learning on the Fly

• Learns quickly when facing new problems
• A relentless and versatile learner
• Open to change
• Analyzes both successes and failures for clues to improvement
• Enjoys the challenge of unfamiliar tasks

Peer Relationships

• Can quickly find common ground and solve problems for the good of all
• Can represent his/her own interests and yet be fair to other groups
• Is seen as a team player and is cooperative
• Easily gains trust and support of peers
• Encourages collaboration
• Can be candid with peers

Written Communications

• Is able to write clearly and succinctly in a variety of communication settings and styles
• Can get messages across that have the desired effect

Presentation Skills

• Has experience in a variety of formal presentation settings: one-on-one, small and large groups, with peers, and management
• Commands attention and can manage group dynamics during the presentation
• Can change tactics midstream when something isn’t working

Process Management

• Ability to see functions in terms of detailed – often inter-related - processes
• Understands how to separate and combine tasks into efficient work flow
• Knows how to organize activities
• Can understand a process enough to know what to measure (e.g., KPI’s) and how to measure them
• Can see opportunities for synergy and integration
• Can simplify complex processes

Creativity

• Comes up with new and unique ideas
• Easily makes connections among previously unrelated notions

Tends to be seen as original and value-added in brainstorming

How to Apply ?

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