Supervisor: Site

Title

Assume primary responsibility for managing multiple Managed Print Services accounts from a Site Management perspective including People, Financial, Operational and Strategic management.

Accountable for the Operational and Financial performance across multiple accounts through excellent Customer service.

Customer 

• Service delivery according to contractual Service Levels Agreements.
• Operations management in line with delivery of the SOW.
• To liaise and resolve any technical, software or any other related issues.
• Ensure proper governance and report systems are in place in conjunction with the finance and Administration function.
• Ensure continuous assessment of end-user needs and ensure appropriate responses to end-users by site personnel in terms of equipment and services.
• Assume personal responsibility for applications where a critically high degree of quality and/or confidentiality is of utmost importance.
• Assume personal responsibility for the supervision of all pre-processing activities so the workflow though the department is optimised.
• The incumbent must be prepared to work overtime when required.
• Perform any other adhoc tasks that may be assigned as and when required
• Deliver, Manage and Measure customer satisfaction.
• Conduct and Manage regular stock counts.
• Drive innovation to find ways in delivering service better, faster and smarter.

Revenue Growth:

·         Expand the value proposition of MPS to Customers and ensure effective service delivery and  

          same account growth.

·         Expand on the current offering, including Software as well as Altron offerings.

·         Customer Retention: tender cycles, contract management.

·         Identify, develop and maintain business relationships with key influencers and decision

          Makers.

·         Be proactive in the cultivation of windows of opportunity that may result in the development of

          new business for the company.

Improving Profitability:

·         Deliver financial performance per account: Monitor and manage revenue and operational  

          profit performance.

·         Profitability analyses in conjunction with Technical and Operations: sites, staffing, Toner

          delivery management as well as machines.

·         Manage financial revenue and costs against budget as well as preparation of annual budget.

Transform the Customer experience:

·         Service delivery according to contractual Service Levels Agreements.

·         Operations management in line with delivery of the SOW.

·         Customer Reporting and Account Management reviews.

·         Deliver, Manage and Measure customer satisfaction.

·         Conduct and Manage regular stock counts for responsible site lockers.

·         Maintain an accurate Asset Database.

·         Maintain accurate SLA’s against devices as per contractual SLA Agreement.

·         Manage and maintain number of devices in manage phase according to number of active

          Contracts.

·         Identify and drive risk areas proactively with internal functions including dependencies from

          Customers.

·         Manage devices not being billed or not communicating via exception.

·         Drive innovation to find ways in delivering service better, faster and smarter.

Employee excellence:

·         Development of staff to ensure that appropriate skills exist.

·         Maintain Standard Operation Processes (SOP’s) and Standard Operation Instructions (SOI’s).

·         Manage HR related queries in line with the Altron policies and procedures.

·         Manage leave provision with minimum impact to business.

·         Maintain effective staff utilization levels.

·         Drive a culture aligned with Altron’s strategy with regards to purpose; vision; values and goal.

·         Recruit, manage and motivate site staff.

Revenue under management

Budget under management

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal Department:

• Sales Administration
• Contract & Billing
• Accounts Receivable
• Command Centre
• Warehouse and Distribution
• District Technical Managers
• Project Management
• HR

Reasons for Interaction:

• Parties involved within the Processes and Procedures related to Service Operations
• Aligning and coordinating relevant business unit requirements
• Collaboration between Teams to ensure Customer Service

External:

• Clients across Customer base

Reasons for Interaction:

• Single Point of escalation for Service related requests

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric

Professional Qualifications

• Relevant Management Diploma or Degree or years of experience

Years of Experience

• Minimum of 5 years’ experience within a Site Management environment

Other requirements

• Financial knowledge (i.e. Billing / Profit & Loss analysis etc.)
• Proven management ability, both operational and financial
• A proven track record in service delivery management
• Creative and innovative thinking
• Planning and organising Skills
• Minimum of 2 years’ experience within a Print Room environment
• Minimum people management 2 years’ experience in the Management of running a printing site
• A high level of computer literacy is essential
• Supply chain knowledge essential

Competencies

Analytical Reporting

• Transform raw data information into meaningful information by analysing and visualizing key focus area

Problem Solving

• Solution orientated, goal driven with a passion in getting hands-on involved in challenging situations that require initiative thinking and problem solving.

Communication

• Refined whilst facilitating several Customer review meetings; presentations; workshops and stakeholder interviews.

Education

Languages