Managed Print Service Delivery Manager (SDM)

Job Description

Job DescriptionManaged Print Service Delivery Manager (SDM)Key Roles and ResponsibilitiesJob DescriptionThe Service Delivery Manager manages a customer’s fleet of business document output devices (printers, copiers, and fax machines) at customer locations with a focus on maximizing uptime, utilization, and user satisfaction while minimizing costs. The MPSM also assists other site team members in developing, implementing, and managing ongoing site operations. The Job Description for the SDM role includes the following:

• Supports the Area Program with implementation of the MPS+ solution. This may include FMAudit implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation.
• Monitors all facets of the Managed Print Service Plus (MPS+) program to ensure that RMC performance standards are maintained, and customer requirements (contracted service levels) are consistently met.
• Engages RMC and/or third-party resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met.
• Acts as a supporting interface to outside contractors for management of performance issues.
• Monitors the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items.
• Monitors Call/Support Center activity to ensure service response requirements are met. Coordinates, tracks and reports machine moves, machine removals, and new machine installations.
• Assists with end user training for equipment installations.
• Tracks machine lease expiration and/or projected end of service life dates, as required.
• Manages the collection of periodic meter readings, including review and validation.
• Maintains contract database accuracy for the RMC Tracking Solution, FMAudit and other databases and generates/distributes appropriate periodic reports.
• Acts as a liaison for the customer in all matters concerning the fleet. Engages with customer’s facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided.
• Conducts periodic customer satisfaction surveys to include Key Contact and End User surveys. Provides summary, analysis and action plan for all survey results.
• Analyzes fleet printer utilization to ensure that each machine’s capabilities match the requirements of its actual use. Works with the Account Manager (AM) to recommend ongoing fleet optimization through machine deployment, machine replacement, user training, etc.
• Reports progress and performance versus MPS+ Strategy to customer and RMC via the Monthly Operations Report to include TRACKING reports, Service Level Agreement performance and any customer specific reporting requirements.
• Provides ongoing feedback for further strategy development, enhancement, correction, and deployment of strategy.
• Provides metrics and trend reporting to the Sales Team in support of the Annual Strategy and Quarterly Review process.
• Conducts implementation of national launch programs/processes including field training.
• Performs other duties as assigned.

Fleet ManagementThe primary job duties of the Service Delivery Manager are related to the following four areas:Review

• Monitors all facets of the Fleet Program to ensure that RMC performance standards are maintained, and client requirements are consistently met. Engages RMC resources to anticipate and prevent problems, as well as to remedy problems as they occur.
• Monitors the JIT parts and supplies procurement and distribution program, as well as an inventory of key parts and supply items as a JIT program “fail-safe”.
• Monitors Call/Support Center activity to ensure that spare parts arrive in support of dispatched service technicians at the appropriate place and time.
• Tracks machine lease expiration and/or projected end of service life dates.
• Coordinates and tracks machine moves, machine removals and new machine installations.
• Monitors Device Initiated (Proactive) Service Calls & Electronic Meter Collection
• Reviews and validates periodic meter readings, as well as printer service histories.

Report

• Generates and distributes periodic reports including the following:
  • total cost per impression/printed page
  • machine up time & utilization
  • print volumes by machine and site
  • service request count, detail and response time
  • toner and other supply yields, usage and costs
  • machine inventory, location and status
  • lease expiration (if applicable) and/or projected “end of service life” dates

Recommend

• Based on the information gathered and reported by RMC Fleet Management tools, the Managed Print Services Manager makes recommendations for machine deployment, machine replacement, user training, etc. In addition, the Managed Print Services Manager (MPSM) will:
  • Conduct periodic client satisfaction surveys.
  • Conduct periodic surveys of fleet printer utilization, to gather data as to the extent that each machine’s capabilities match the requirements of its actual use.
  • Together with RMC Account Executives and analysts, provide a semi-annual executive overview of emerging business printing technology and industry trends.

Manage

• Acts as an advocate for the client in all matters concerning the printer fleet and provides miscellaneous administrative support as required.

SDM Daily, Weekly, Monthly and Quarterly ResponsibilitiesThe information below outlines the daily, weekly, monthly and quarterly responsibilities of a Services Delivery Manager.

• Monthly meter reading collection, review, and validation
• Service request management
• Supply management
• Equipment related invoicing
• Billing
• Reporting
• Machine movement, removal, and installation management
• Lease management
• Physical inventories
• Communication to customer and IKON Account Manager

Daily

• Monitor supply orders
• Receive and resolve service calls

Weekly

• Manage service history reports and resolve issues
• Monitor supply process and resolve issues

Monthly

• Monitor service and supply processes and resolve
• Create and assist/deliver the Monthly Management Report

Quarterly

• Manage meters and perform meter collection
• Prepare and distribute the following activity and service reports:
  • Total cost per impression/printed page
  • Machine uptime and utilization
  • Print volumes by machine and site
  • Service request count, detail, and response time
  • Toner and other supply yields, usage, and costs
  • Machine inventory, location, and status
  • Lease expiration (if applicable and/or projected “end service life” dates)

• Research potential improvements and develop recommendations
• Monitor impact of improvements implemented
• Work with Sales and Operations teams to provide status reports for Quarterly Reviews
• Work with Account Manager and analyst to identify and resolve problems.