Senior Services Operations Manager, Managed Services

Role Overview

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

• 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).

Benefits

• 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.