Job Summary
Job Title: SME – Print Services Job Summary This role serves as the primary point of contact for resolving complex print-related issues, ensuring service quality, and driving operational excellence. The SME collaborates with cross-functional teams to optimize print operations, support process improvements, develop and deliver training, and maintain accurate process documentation The role ensures seamless knowledge transfer, process standardization, risk mitigation, and successful service readiness while meeting project timelines and quality standards. Key Responsibilities Serve as the primary knowledge resource for Print processes, products, or services. Identify opportunities to improve workflows and operational efficiency. Answer complex questions and resolve escalated issues and Coordinate with relevant teams to implement corrective and preventive actions. Lead end-to-end transition activities for managed print services (MPS) and print infrastructure. Led end-to-end service transition activities by developing Transition Plans, coordinating Knowledge Transfer (KT), and ensuring operational readiness for production handover. Prepared and maintained key transition documentation, including Operational Readiness Checklists (ORC), Service Handover Documents, As-Built Documentation, and Support Matrix (RACI). Managed Risk & Issue Registers, tracked dependencies, and collaborated with cross-functional teams to mitigate risks and ensure successful transition execution. Collaborate with customers, project managers, delivery teams, and third-party vendors during transition. Conduct discovery sessions to understand the customer's print environment, processes, and operational requirements. Prepare transition plans, project timelines, risk registers, and governance reports. Coordinate knowledge transfer (KT) sessions and validate operational readiness. Develop and maintain Standard Operating Procedures (SOPs), process documentation, and runbooks. Ensure transition milestones are achieved within agreed timelines and budgets. Identify transition risks, dependencies, and mitigation plans. Support service acceptance and handover to operations teams. Participate in client governance meetings and provide transition status updates. Ensure compliance with ITIL processes, security policies, and organizational standards. Drive continuous improvement initiatives to optimize print service delivery. Required Skills Strong understanding of Managed Print Services (MPS) and enterprise print environments. Experience with print fleet management, multifunction printers (MFPs), and print servers. Knowledge of print management solutions such as PaperCut, uniFLOW, SafeQ, Equitrac, or similar platforms. Experience with Windows Print Server administration and network printing. Familiarity with ITIL Service Management principles. Strong project coordination and stakeholder management skills. Excellent documentation and presentation skills. Strong analytical and problem-solving abilities. Preferred Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field. ITIL Foundation Certification. PMP, Agile transition management certification (preferred). Experience working in global delivery or managed services environments. Experience 5–10 years of experience in IT Infrastructure or Managed Print Services. Minimum
Key Responsibilities
2. Understand client requirements and accountable in ensuring support team is meeting client expectations.
3. To lead and mentor the project team and ensure transparent communication of project goals.
4. Brining new ideas and innovation for process development and overall organizational progress.
5. To provide solutions commensurate with the customersâ needs within the ambit of the given environment so as to lead to business results.