Senior Services Operations Manager, Managed Services

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 through competency assessments and Ricoh training resources.
• Arranges assignments, training, and experiences to support team learning, development, and job satisfaction.
• Coaches and develops up to 200 direct and indirect employees within the enterprise portfolio.
• Establishes goals, clarifies roles, 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 excellence using the Ricoh Recognizes program.
• Builds strong performing teams through effective feedback, recognition, and compensation management.
• Addresses performance issues and establishes improvement plans; initiates corrective action when needed.
• Serves as a mentor and leads by example.
• Sets expectations, empowers problem-solving, and facilitates discussions to drive creative solutions and remove obstacles.

Customer Relations

• Develops key relationships with internal and external customers.
• Advocates as the voice of the customer by leading cross-functional teams to prioritize actions that maximize value.
• Identifies gaps in service delivery and adjusts process documentation to align with both client and Ricoh frameworks.
• Owns resolution of account issues to ensure optimal customer satisfaction.
• Facilitates meetings with key customer contacts related to contractual obligations, initiatives, and strategic planning.
• Creates templates and cadences to ensure alignment with contractual requirements and value-add reporting.

Operational Effectiveness

• Responsible for approximately $13M in Enterprise Services revenue, gross profit, and contribution.
• Supports global operations strategy through collaboration with internal and external stakeholders.
• Acts as a subject matter expert in EAO Program standards, tools, processes, and best practices.
• Ensures timely and quality execution of all EAO Program initiatives.
• Demonstrates strong knowledge of Ricoh and the ability to navigate internal structures.
• Facilitates regular internal communications regarding best practices, challenges, and opportunities.
• Identifies and implements strategies to improve performance, productivity, efficiency, and profitability.
• Ensures certification adherence and identifies areas for continuous improvement.
• Implements Core Team processes including: Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy, and internal/external CAD.
• Oversees onboarding support processes (order management, billing, tech services, enterprise services) to align with customer expectations.
• Participates in developing and managing implementation plans.
• Creates and maintains reporting packages based on customer requirements.
• Implements change management strategies supporting short- and long-term business objectives.

Opportunity Identification

• Maintains continuing education on new products and services to identify growth opportunities.
• Validates new opportunities and ensures timely execution through proper resources and tools.
• Participates in team-selling models supporting U.S. and international activities; interfaces with global and regional teams.

Finance & Billing

• Ensures profitability for all assigned accounts down to individual sites; identifies profitability issues and works toward resolution.
• Oversees billing accuracy and escalates concerns to appropriate customer administration contacts.
• Partners with A/R to resolve collection issues.
• Performs other duties as assigned.

Qualifications (Education, Experience, Certifications)

• Bachelor's degree or equivalent experience required.
• 3-5 years of management experience required.
• 2+ years of project management experience strongly preferred.
• ITIL Foundation Certification preferred.
• Proven track record in marketing new products and services.
• Proven relationship-building skills with internal and external customers.
• Demonstrated advanced knowledge of technology (networks, security, print servers, print devices).

Knowledge, Skills, and Abilities

• Strong verbal and written communication skills across all organizational levels.
• High initiative and ability to work independently.
• Strong customer relations skills.
• Project management experience.
• Excellent prioritization and multitasking abilities in fast-paced environments.
• Proficient with standard software applications.
• Demonstrated problem-solving, analytical, and product/service knowledge.
• Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific needs.
• Proficiency gained through experience and/or training in the areas listed above.

Working Conditions, Mental and Physical Demands

• Works in an office environment with standard lighting, ventilation, temperature, and noise levels.
• Experiences cyclical stress due to goals and deadlines, and daily stress related to decision-making responsibilities.
• Primarily sedentary work with occasional walking, standing, bending, and lifting (typically under 10 lbs.).
• Requires moderate dexterity and regular use of basic tools (keyboard, calculator, hand tools).
• 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.