A friend of mine asked me to reach out to my
blog audience. One of his clients is
looking to fill a newly created Senior Management (GM) position. This position is not for an A/E/C enterprise,
but it is for a very large, high-profile enterprise. Based on the type of enterprise his client
operates, most of the repro/print is small format.
This
position involves managing the business of print-operations for the enterprise,
enterprise-wide. The enterprise operates
a central repro/print operation. The enterprise
also outsources print work to outside vendors.
My friend’s client has determined the need
for three managers, two of whom will report to the GM. The two positions that will report to the
GM are Operations Manager and Metrics Manager, and these two positions are
being filled by team members currently employed by the enterprise.
If you feel you may be qualified to handle
the GM position, please contact me by e-mail: joel.salus@mac.com
Or, if you know of a person who may be
qualified for the GM position, please have that person contact me.
About this "position", the very first sentence below (in blue
type) is a comment that was made by my friend's client to my friend.
"I
anticipate the job being a Sr. Manager. Degree required.
Travel required. Must have 8 years + running print business
operations."
The remainder of the information below is from the write-up my friend
did for his client.
3
key resources (l.e, people) to manage Print Business Services (see below for outline of position requirements)
Outline of positions:
1. General
Manager ****
2. Operations
Manager (position already filled)
3. Metrics
Manager (position already filled)
General Manager****
1. A
working knowledge of central repro / production print operations is necessary.
2. The enterprise's business
is....... a $10 million business, so good business management and
financial / budgeting skills are required.
3. People
management skills will be important. The GM will be motivating,
inspiring, directing and interfacing with end users, senior management, the
external vendor and his direct reports.
4. There
are a large number of variables that must be constantly juggled and
managed. Good organizational skills will be a must. This person has
to run the business, interface with end users at all levels within the
enterprise, coordinate / manage the vendor and work with the transportation
team.
5. The
individual must be customer centric. This entire operation services the
end users.
6. Even
before we start, we know that "print business services" will change
significantly over the initial 18 months and again over the next 5 years. An
innovative forward thinker with a focus on automation, efficiency and
productivity will be critical for this position and the business.
7. The
mind-set must be aligned to continuous quality improvement and customer
satisfaction.
8. The enterprise will
encourage this person to be a Change Agent on a continual basis.
9. This
individual will assist with a complex transition from the current state to the
modeled target state. Logistics planning and excellent organizational
skills will be required.
10. The Operations Manager and Metrics
Manager will report to his person.
Operations Manager
1. A
good working knowledge of central repro / production print operations is
necessary. A technology background specific to central repro would be of value.
2. The enterprise will
apply sophisticated electronic job submission and management software to PBS
(print business service). It will be the core of the
operations. The Ops Manager must be able to grasp and harness the power
of that software and fully utilize it to the advantage of PBS and the end user
community.
3. PBS
will require a delivery and scheduling expert. This business is run on
deadlines and delivery schedules.
4. People
management skills will be important. The Operations Manager will be
motivating, inspiring, directing and interfacing with the vendor, the vendors
assigned operations staff, and end users.
5. This
individual must be highly organized. There will be lots of scheduled and
unscheduled jobs flowing through PBS. Good organizational skills will be
a must.
6. The
individual must be customer centric. This entire operation services the
end users.
7. The
mind-set must be aligned to continuous quality improvement and customer
satisfaction. The enterprise will be looking to this person for
operational efficiencies on an on-going basis.
8. This
person will help establish vendor quality and delivery SLAs
(service-level-agreements) that are acceptable to the end users and the vendor.
9. The Ops
Manager has full responsibility for the efficient operations of the
StoreFronts.
10. Create and maintain file protocol
standards for customer submitted files. This combines the best available
from software, with the vendor and end user requirements. Establishing
software standards will be one component of this assignment.
11. End user communications, training and
education programs will be a responsibility of this position. End user will
need to know what is available and how to utilize the service.
Metrics Manager
1. The
Metrics Manager must have a strong background in financial management and print
metrics analysis / interpretation and metrics reporting. (i.e. Accounting
background)
2. A
general knowledge of central repro / production print operations would be
beneficial.
3. To
effectively run PBS, the General Manager, Operations Manager and the
enterprise's (senior) executives will require metrics based reporting that
includes financials, key ratios and % calculations. The intent would be
that this person know the numbers better and quicker than the vendor can
provide them. (i.e. lead vs follow)
4. Invoice
tracking, management and approval will be a big task that this individual will
have to assume responsibility for.
5. The
Metrics Manager will generate the necessary Key Performance Indicators (KPIs)
and Key Sustainment Indicators (KSIs or “green” metrics). Customer
satisfaction performance metrics will also have to be established, measured and
managed.
6. Usage
stats and financials tracked and reported by department and/or business group
will be required.
7. Establish
and manage the budget.
8. Benchmarking
service levels and costs against the industry. Trends analysis.
9. Interface
with the Print Business Services software to pull any and all available
metrics for interpretation, processing and analysis.
10. Report to the General Manager.
Work closely with the Operations Manager.
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