Exec I, Service Delivery Management

1. Contract Implementation

• Participate in account implementation strategies, services content, delivery schedules and contract commencement dates with Fujifilm BI Business Analyst, Solutions Architect, Sales, and implementation teams
• Manage Service Level Agreements and achievement of Service Level objectives.
• Review and document workflow processes (or amendments) enabling contracted service delivery for each customer site

2. Contract Lifecycle Management

• Accountable for customer contract services operations:
• Deliver contracts within the agreed SLA fulfilling customer expectations and negotiate changes as appropriate ensuring value for money for the customer.
• Manage the resource requirements to achieve the agreed production targets ensuring adequate contingency plans are in place.
• Ensure that all core Operational processes are being adhered to and utilized 
• Ensure effective use of resources and tools to enable delivery of defined levels of Services
• Maintain and manage the required processes supporting service delivery in allocated MPS/GUARDIA contracts 
• Conduct monthly/quarterly Account review, communications strategy in conjunction with Sales, Operations staff and customers and identify potential business opportunities with relevant reports and operations information.
• Manage and organize training on new products and tools for the customer post implementation to staff and customers
• Responsible for activities to grow the revenue of the contract managed.
• Responsible for providing value-added service and/or solution required by the customer during the contract life cycle.

3. Billing and Recharge info to customers

• Gathering, Validation and Compilation of relevant information to substantiate billing requirements to contracted  site based on SLA (all in-scope services - FX devices, 3rd party & professional services); meter readings, overtime, papers, consumables etc. info
• Develop cost recovery recharge & summary reports as per SLA and customers’ requirement
• Ensure all invoices are processed flawless and timely.

4. Accountable and Manage customer & staffs’ satisfaction and ensure Customer expectations are met

• Maintain positive relationships with customers, peers, sales, administration, and other Fujifilm BI units to ensure a smooth Services solutions implementation / installation and operation.
• Develop on-going training and counseling and guidance to staffs
• Escalation point for Docucare/Onsite Staff for all account management issues
• Implement and manage customer satisfaction monitoring processes for Fujifilm BI clients
• Accountable for the recruiting, education, development, and retention of team members (Docucare/Onsite Staff).
• Provide appropriate communication, support, and interface to both internal and external customers
• Conduct Customer Satisfaction survey, analyze the results and develop countermeasures