Xerox

Overview:

As a Business Operations Manager (BOM) at Lexmark, you will be the key operational lead ensuring the delivery of Managed Print Services (MPS) is executed to contract and customer expectations. This global-facing role supports MPS accounts through contract management, back-office process execution, escalation handling, and operational governance. You’ll work cross-functionally with Geo Operations, Shared Services, Sales, and PMO to ensure data accuracy, timely setup, and service alignment to SOW requirements.

What You’ll Do:

Core BOM Responsibilities:
• Interpret and manage contractual obligations per MPS Statements of Work (SOW)
• Coordinate setup and changes across Customer Operations, back-office teams, and Geo BOMs
• Monitor service delivery to ensure alignment with SLAs and internal capabilities
• Drive resolution of escalations related to consumables, billing, entitlement, or system gaps
• Support continuous improvement projects and end-to-end process testing
• Provide guidance to sales and pre-sales teams on service capabilities and contract compliance
• Collaborate with Country BOMs and Operations Control Towers to meet country-specific delivery expectations
• Track and monitor monthly and quarterly account billing and invoice completion

Global Lead BOM (if assigned):
• Coordinate the customer onboarding process and lead setup tracking globally
• Serve as the central escalation point for account setup issues
• Facilitate meetings with Geo BOMs and back-office teams (e.g., Invoicing, CCM, AMS)
• Maintain global setup trackers and ensure standardization across regions
• Drive contract change implementation (e.g., rate adjustments, FX changes)
• Participate in pre-sales and maintain lessons learned documentation

Geo Lead BOM (if assigned):
• Act as regional lead for setup execution and coordination
• Communicate setup timelines, concerns, and support needs to Global BOM
• Ensure consistency of CDWs and alignment across countries
• Manage invoicing and pricing setup across regional accounts

What You Need to Succeed:

Required Qualifications:
• Bachelor’s degree (Business, IT, or related field)
• 3–5 years of experience in operations, contract management, or service delivery
• Strong knowledge of SLA adherence, customer account governance, and enterprise process frameworks
• Proven ability to coordinate cross-functional teams in a global setting
• Experience handling escalations, billing issues, and operational system dependencies

Skills & Competencies:
• Action-oriented with strong problem-solving and analytical skills
• Excellent written communication and presentation skills
• Proficiency in Microsoft Excel, PowerPoint, and process management tools
• Familiarity with ERP systems (e.g., SAP, Siebel, D365)
• Comfortable working across cultures, geographies, and functions

Preferred:
• Experience in Managed Print Services or similar contractual service operations
• Familiarity with KPI tracking, SLA reporting, and global rollout support
• Project management certification or experience

How We Set You Up for Success:

• Structured onboarding and access to SOW and setup governance models
• Supportive cross-functional team and global SME community
• Participation in internal continuous improvement initiatives
• Career path opportunities into Global BOM leadership roles
• A culture focused on service quality, collaboration, and innovation

#LI-ONSITE