Senior Services Operations Manager - Managed Services
The Senior Services Operations Manager serves as the primary operational point of contact for assigned Global/Vertical customers, primarily in North America. This role is responsible for overseeing Ricoh employees-including individual contributors and managers-from initial contract engagement through ongoing account management and retention.
This position ensures proactive communication with key customers to meet agreed-upon performance standards locally and nationally. Responsibilities include P&L reconciliation, strategic implementation, employee relations, and customer satisfaction for designated accounts.
The manager leads operational best practices and implementation processes, engaging necessary resources and ensuring alignment with Service Level Agreements. Success in this role is measured by customer retention, issue resolution, contract adherence, and overall satisfaction.
Key Responsibilities People Development
Promote effective recruiting and selection processes to attract top talent.
Identify training needs through competency assessments and Ricoh learning programs.
Assign tasks and training to enhance team development and satisfaction.
Coach and develop up to 200 direct and indirect employees.
Set clear goals, define roles, and hold teams accountable.
Collaborate across teams to implement solutions and initiatives.
Recognize employee excellence through Ricoh's recognition programs.
Build high-performing teams through feedback, recognition, and compensation management.
Address performance issues and take corrective action when needed.
Mentor team members and lead by example.
Empower teams to solve problems and drive process improvements.
Customer Relations
Build strong relationships with internal and external customers.
Act as the voice of the customer to prioritize impactful actions.
Identify service delivery gaps and adjust processes accordingly.
Resolve account issues to ensure customer satisfaction.
Lead strategic meetings with key customer contacts.
Develop templates and reporting cadences aligned with contractual obligations.
Operational Effectiveness
Manage approximately $13M in Enterprise Services revenue.
Support global operations strategy through collaboration.
Serve as a subject matter expert in EAO Program standards and best practices.
Ensure timely execution of initiatives aligned with quality standards.
Navigate Ricoh's internal structure effectively.
Facilitate internal communications across functional areas.
Drive performance, efficiency, and profitability through process improvements.
Ensure service delivery certification and continuous improvement.
Implement Core Team processes including Account Charter, RAMP, and CAD.
Oversee onboarding processes to meet customer expectations.
Participate in implementation planning for assigned accounts.
Establish reporting packages based on customer needs.
Lead change management strategies aligned with Ricoh's goals.
Opportunity Identification
Stay informed on new products and services to identify growth opportunities.
Validate and execute new opportunities efficiently.
Support team selling models and collaborate with global teams.
Finance & Billing
Ensure profitability across all assigned accounts, down to site level.
Identify and address sources of poor profitability.
Oversee billing accuracy and escalate issues as needed.
Collaborate with A/R to resolve collections issues.
Qualifications
Bachelor's degree or equivalent experience required.
3-5 years of management experience.
2+ years of project management experience preferred.
ITIL Fundamentals Certification preferred.
Proven success in marketing new products and services.
Strong relationship-building skills with internal and external stakeholders.
High-level understanding of technology including networks, security, and print infrastructure.
Qualifications (Education, Experience, and Certifications)
Bachelor's degree or equivalent experience required
3-5 years of management experience
2+ years of project management experience strongly preferred
ITIL Fundamentals Certification preferred
Proven track record in marketing both standard and advanced services and solutions
Demonstrated success in building relationships with internal and external customers
High-level understanding of technology including networks, security, print servers, and print devices
Knowledge, Skills, and Abilities
Excellent verbal and written communication skills across all levels of management, vendors, employees, and customers
Strong initiative and ability to work independently
Exceptional customer relations and project management skills
Ability to prioritize tasks effectively
Highly motivated and capable of managing multiple assignments in a fast-paced environment
Proficient in standard software applications
Strong problem-solving, analytical, and product/service knowledge
Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific training
Proficiency gained through experience and/or training in the above areas
Working Conditions, Mental and Physical Demands
Primarily office-based with standard lighting, ventilation, and noise levels
Cyclical stress due to frequent goals and deadlines; daily stress from decision-making responsibilities
Mostly sedentary work with occasional walking, standing, bending, and lifting of items under 10 lbs.
Moderate dexterity required for tasks involving calculators, keyboards, and small tools
Occasional travel to customer sites, which may not be accessible via public transportation
Overnight travel required
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information-how it is collected, stored, managed, and shared-to unlock the potential in every organization. We deliver services and technologies that inspire our customers' success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
Choose from a broad selection of medical, dental, life, and disability insurance options.
Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
Augment your education with team member tuition assistance programs.
Enjoy paid vacation time and paid holidays annually
Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.
