Managed Print Service Delivery Manager (SDM)

Job Description

Job Description

Managed Print Service Delivery Manager (SDM)Key Roles and ResponsibilitiesJob Description

The 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 Management

The primary job duties of the Service Delivery Manager are related to the following four areas :

Review

Report

total cost per impression / printed page

Recommend

Conduct periodic client satisfaction surveys.

Manage

SDM Daily, Weekly, Monthly and Quarterly Responsibilities

The information below outlines the daily, weekly, monthly and quarterly responsibilities of a Services Delivery Manager.

Daily

Weekly

Monthly

Quarterly

Total cost per impression / printed page