Leigh Ainger

Head of Service Operations Uk & Ireland @利盟

Key Responsibilities• Ensure Lexmark International meets and exceeds its obligations in service delivery with respect to all Service Level Agreements. • Development and implementation of an internal service desk and field based engineering team.• Ensure Lexmark International continues to deliver all required services both internally and externally under the outsourcing agreement to the highest quality. • Work with the customer’s representatives to ensure the required services continue to support the customer’s business needs • Coordinate all service activities on behalf of Lexmark ensuring a seamless single point of contact for all services • Provide recommendations for new services and / or changes to existing services, which could benefit the customer in achievement of their business objectives • First & Second line incident management.• Reporting on service achievement for customers and service partners.• Managing staff induction, training, and performance reviews. • Liaise with all internal worldwide service delivery teams to ensure consistent high level of service • Using the latest service management tools, techniques and trends to reduce service actions and costs.• Building strong, lasting Customer relationships with customers and service partners. • Ensure all processes and procedures are kept up-to-date and accurately reflect customer environments and requirements • Conducting key customer and partner meetings to deliver service performance and initiatives.• ISO audit preparation which included reviewing and amending all relevant documentation and processes, mentoring the team and carrying out test audits.• Assist with the management of the P&L for the outsourcing agreement and seek to overachieve KPI’s in regards to profitability without impacting other SLA’s