Senior Services Operations Manager, Managed Services
Position Profile
Senior Services Operations Manager, Managed Services
The Senior Services Operations Manager serves as the primary operational point of contact for assigned Global and Vertical customers-primarily in North America. This role oversees Ricoh employees, including both individual contributors and managers, and is engaged from contractual concept through ongoing account management and retention.
The Manager ensures proactive communication with key customers to maintain agreed-upon performance standards at both local and national levels. Responsibilities include P&L reconciliation, strategic program implementation, employee relations, and customer relationship management.
This position administers operational best practices and service implementation, ensuring alignment to Service Level Agreements (SLAs) through cross-functional integration. The Manager is responsible for customer satisfaction, contract adherence, issue resolution, and overall business retention.
Job Duties and Responsibilities Develops People
Promotes effective use of internal recruiting and selection processes to attract and hire talent.
Identifies training and development needs using competency assessments and Ricoh training resources for both direct and indirect EAO staff.
Arranges assignments and development opportunities to enhance team skills and job satisfaction.
Coaches and develops up to 200 direct and indirect employees across the enterprise portfolio.
Establishes goals, clarifies responsibilities, and holds internal and external team members accountable.
Collaborates with leaders, team members, and customers to implement solutions and initiatives.
Monitors, evaluates, and recognizes employee performance using the Ricoh Recognizes program.
Builds strong performing teams through effective feedback, recognition, and compensation management.
Addresses performance issues constructively and takes corrective action when needed.
Serves as a mentor and leads by example.
Sets expectations, empowers others to problem-solve, and facilitates creative, solution-oriented discussions.
Customer Relations
Develops and maintains strong relationships with internal and external customers.
Acts as the voice of the customer, directing cross-functional teams to prioritize customer-driven value.
Identifies gaps in service delivery and updates processes to align with both client and Ricoh frameworks.
Owns the resolution of account issues to ensure high customer satisfaction.
Leads customer meetings regarding contractual commitments, current initiatives, and strategic planning.
Creates reporting templates and cadences aligned with contractual requirements and value-add activities.
Operational Effectiveness
Manages approximately $13M in Enterprise Services revenue, gross profit, and contribution.
Supports global customer strategy by collaborating with internal and external stakeholders.
Serves as a subject matter expert in EAO program standards, tools, processes, and best practices.
Ensures timely and high-quality execution of program initiatives.
Navigates Ricoh's internal structure to leverage organizational resources effectively.
Maintains a regular cadence of communications with functional partners (Sales, PS, TS, MS, etc.).
Drives performance, productivity, and profitability improvements through engineered best practices.
Ensures adherence to service delivery standards and identifies continuous improvement opportunities.
Implements core program processes such as Account Charters, RAMP, and Ricoh Service Excellence.
Oversees onboarding processes related to order management, billing, technical services, and enterprise services.
Participates in creating and managing implementation plans for assigned accounts.
Establishes reporting packages based on customer requirements.
Implements change management strategies aligned with Ricoh's strategic goals.
Opportunity Identification
Maintains ongoing knowledge of new products and services to identify growth opportunities.
Validates new opportunities and ensures resources are in place for timely execution.
Participates in team-selling efforts supporting U.S. and global initiatives, coordinating with regional teams.
Finance & Billing
Ensures profitability across all assigned accounts down to site level.
Identifies and addresses sources of poor profitability in collaboration with appropriate teams.
Oversees billing accuracy and escalates issues to customer administration as needed.
Works with A/R to resolve collections issues.
Performs other duties as assigned.
Qualifications (Education, Experience, Certifications)
Bachelor's degree or equivalent experience required.
3-5 years of management experience.
2+ years of project management preferred.
ITIL Fundamentals certification preferred.
Proven ability to market new products and services.
Demonstrated success building internal and external customer relationships.
Strong technical understanding of networks, security, print servers, and print devices.
Knowledge, Skills, and Abilities
Strong verbal and written communication skills across all levels of an organization.
Highly self-directed with strong initiative.
Excellent customer relations skills.
Project management experience.
Strong ability to prioritize and manage multiple assignments in a fast-paced environment.
Proficiency with standard software applications.
Strong problem-solving, analytical, and technical skills.
Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific training.
Experienced and/or trained in PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, and technology deployment.
Working Conditions, Mental and Physical Demands
Works primarily in an office environment with normal lighting, ventilation, and noise levels.
Experiences cyclical stress due to deadlines and responsibilities with significant impact.
Mostly sedentary role with occasional walking, standing, bending, and lifting up to 10 lbs.
Requires moderate dexterity for tools such as calculators, keyboards, and small equipment.
Requires periodic visits to customer sites, which may not be accessible by 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.
