Senior Services Operations Manager

The Senior Services Operations Manager, Managed Services serves as the primary operational point of contact for assigned Global/Vertical customers, primarily across North America. This role oversees Ricoh employees—including individual contributors and managers—and is engaged from contract concept through account management and long‑term retention.

Responsibilities include proactive communication with key customers, ensuring adherence to service performance standards, managing P&L reconciliation, driving strategic implementation, and fostering strong employee and customer relationships. The role administers operational best practices, mobilizes resources, and ensures all Service Level Agreements (SLAs) are achieved. Ultimately, this role safeguards customer retention through issue resolution, contract adherence, and delivering exceptional customer satisfaction.

• Promotes effective use of internal recruiting and selection processes to attract and hire talent.
• Identifies employee training and development needs using competency assessments and Ricoh training offerings.
• Coordinates assignments, training, and development experiences to improve learning, performance, and job satisfaction.
• Coaches and develops up to 200 direct and indirect employees across the enterprise portfolio.
• Establishes team goals, clarifies roles and responsibilities, and ensures accountability.
• Partners with leaders, team members, and customers to execute solutions and initiatives.
• Continuously evaluates and recognizes employee excellence through the Ricoh Recognizes program.
• Builds high‑performing teams through effective feedback, recognition, and compensation management.
• Addresses performance issues and establishes improvement plans; takes corrective actions when necessary.
• Serves as a mentor and leads by example.
• Sets expectations, empowers team members to solve problems, fosters creative solutions, and removes obstacles.

• Develops strong relationships with internal and external customers.
• Acts as the voice of the customer, leading cross‑functional teams to prioritize and execute actions that maximize value.
• Identifies service delivery gaps and adjusts processes within both Ricoh and client frameworks.
• Owns resolution of account issues to ensure optimal customer satisfaction.
• Facilitates customer meetings covering contractual obligations, initiatives, and strategic planning.
• Creates templates and business cadence documents to ensure contractual alignment and value‑added reporting.

• Oversees approximately $13M in Enterprise Services revenue, including gross profit and contribution.
• Supports global operational strategy through internal and external collaboration.
• Serves as a Subject Matter Expert in EAO Program standards, tools, processes, and best practices.
• Ensures timely and quality execution of EAO initiatives using program tools.
• Demonstrates strong organizational knowledge and ability to navigate Ricoh’s internal structure.
• Facilitates regular communications on best practices, challenges, and opportunities across functional areas.
• Identifies and drives improvements in performance, productivity, efficiency, and profitability.
• Ensures certification, service delivery standards adherence, and continuous improvement initiatives.
• Implements Core Team processes such as:
  • Account Charter
  • EAO Ricoh Account Management Playbook (RAMP)
  • Ricoh Service Excellence
  • Internal and external CAD strategies
• Oversees onboarding support processes (order management, billing, technical services, enterprise services) to meet customer expectations.
• Participates in development and management of implementation plans.
• Establishes required reporting packages per customer requirements.
• Implements change management strategies aligned with Ricoh’s short‑ and long‑term business goals.

• Maintains ongoing knowledge of new products and services to identify opportunities for service growth.
• Validates new opportunities, aligning necessary tools and resources for timely execution.
• Participates in the team‑selling model for U.S. and OUS initiatives; collaborates with global/region teams supporting customer needs.

• Ensures profitability of all assigned accounts, including site‑level profitability.
• Identifies root causes of reduced profitability and collaborates with teams to implement corrective actions.
• Oversees billing accuracy and escalates concerns to appropriate internal resources.
• Works with Accounts Receivable to resolve collections issues.
• Performs other related duties as assigned.

• Bachelor’s degree required; equivalent experience may be considered.
• 3–5 years of management experience required.
• 2+ years of project management experience strongly preferred.
• ITIL Fundamentals Certification preferred.
• Proven experience marketing new products and services, including standard and advanced solutions.
• Demonstrated ability to build strong internal and external relationships.
• Strong understanding of technology, including networks, security, print servers, and print devices.

• Strong verbal and written communication skills across all organizational levels.
• Self-directed, proactive, and highly motivated.
• Exceptional customer relations skills.
• Strong project management capabilities with the ability to prioritize effectively.
• Ability to manage multiple assignments in a fast-paced environment.
• Proficiency with standard business software applications.
• Strong problem‑solving and analytical abilities.
• Demonstrated expertise supporting:
  • PMO
  • RGSA
  • Assessment Management
  • Managed Services P&L
  • RFI/RFP
  • eBusiness
  • Technology deployment
  • Vertical knowledge/training for applicable accounts
• Proficient through experience and/or training in:
  • PMO
  • RGSA
  • Assessment Management
  • Managed Services P&L
  • RFI/RFP
  • eBusiness
  • Technology deployment
  • Industry verticals and training requirements

• Primarily office‑based environment with normal lighting, ventilation, and noise levels.
• Work involves cyclical and daily stress due to deadlines and decision‑making responsibilities.
• Mostly sedentary role with occasional walking, standing, bending, and lifting (typically under 10 lbs).
• Requires moderate dexterity and regular use of basic office equipment (e.g., keyboard, calculator).
• Periodic travel to customer sites; some locations may lack public transportation access.
• Overnight travel required.

Note:
The statements above describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions.