Manager I, Regional Service Delivery

This role is based in the Eastern Standard Time (EST) zone. Candidates must be located in or able to work standard EST business hours, with the flexibility to adjust their schedule as needed to support collaboration with our overseas partners. Occasional early-morning or late-evening meetings may be required to ensure effective global communication.

Manager I, Regional Service Delivery Position Profile

The Manager I, Regional Service Delivery, under the direction of the Global Service Delivery Manager, is responsible for operational service delivery activities for an assigned region (typically the Americas) for one or more global customer accounts. With guidance from the Global Service Delivery Manager, this role includes direct and indirect oversight of Ricoh employees—local, remote, or international—and ensuring contractual objectives are met. IT experience is desired to effectively communicate with customer IT teams, understand networks, and utilize MDS technology and tools. This position also requires strong stakeholder management capabilities, especially with regional and external partners.

Job Duties and Responsibilities

• Responsible for overall operational service delivery and management of assigned accounts across countries within the region.
• Identify and communicate additional services and business process opportunities to Sales Teams.
• Responsible for target services revenue, gross profit, and contribution.
• Support customer global operation strategy by collaborating with key internal and external team members to implement initiatives in assigned region.
• Learn and apply RGSA (Ricoh Global Services America) processes, tools, and best practices.
• Develop and demonstrate strategic knowledge of Ricoh and navigate internal structures and functions.
• Ensure timely execution of global program initiatives aligned with quality requirements.
• Facilitate regular internal communication with relevant functional areas (Sales, PS, TS, MS, etc.).
• Improve performance, productivity, efficiency, and profitability through implementation of best practices.
• Ensure certification completion, service delivery standards adherence, and continuous improvement.
• Act as support interface to external global contractors for performance management.
• Support and adhere to Core Team processes including Account Charter, RAMP, Ricoh Service Excellence, and CAD.
• Oversee onboarding support processes (order management, billing, tech services, enterprise services) to meet customer expectations.
• Participate in creation and management of implementation plans for assigned accounts.
• Contribute to reporting packages based on customer requirements.
• Support and adhere to change management strategies aligned with business goals.
• Provide strategic development for direct and indirect employees within the global account portfolio.
• Promote effective use of recruiting and selection processes to attract talent.
• Identify training and development needs through competency assessments and Ricoh training.
• Arrange assignments and training to enhance team development and satisfaction.
• Analyze complex problems, identify root causes, and determine optimal solutions.
• Establish goals, clarify roles, and hold internal/external team members accountable.
• Collaborate with leaders, team members, and customers to implement solutions.
• Monitor, evaluate, and recognize employee performance using recognition programs.
• Create high-performing teams through feedback, recognition, and compensation management.
• Address performance issues while establishing improvement steps.
• Empower team members to solve problems and drive creative solutions.
• Provide global and international business leadership.
• Build and maintain strategic customer relationships.
• Maintain education on new products/services to identify growth opportunities.
• Serve as the customer advocate and direct cross-functional teams to prioritize value-added actions.
• Identify service delivery gaps and adjust processes within client or Ricoh frameworks.
• Own resolution of account issues to ensure customer satisfaction.
• Lead meetings with key customer contacts regarding obligations, initiatives, and strategic planning.
• Create, manage, and document contractual deliverables.
• Validate new opportunities and mobilize resources for timely execution.
• Participate in team selling models and interface with Global/Regional teams.
• Ensure global profitability of assigned accounts, creating action plans for missed targets.
• Oversee billing accuracy and work with A/R to resolve collection issues.
• Perform other duties as assigned.

Qualifications (Education, Experience, Certifications)

• Four-year college degree preferred, or equivalent experience.
• Minimum 4 years of service delivery experience, preferably with enterprise or international accounts.
• PMP certification preferred but not required.
• Strong written, verbal, and presentation skills.
• Strong computer skills including web-based platforms, networks, and MS Office.
• Minimum 5 years of management experience preferred.
• Strong customer service skills with senior managers, executives, and C-suite.
• Frequent travel required, including occasional international travel.
• Extensive knowledge of global company policies, practices, and operational systems.
• Basic technology background (networks, security, print servers/devices).
• Basic printer/MFP knowledge.
• ITIL certification or ability to obtain Ricoh ITIL certification.
• Strong Excel skills including advanced formulas and pivot tables.

Knowledge, Skills, and Abilities

• Strong problem-solving abilities.
• Able to handle challenging customer situations.
• Detail-oriented with excellent communication skills.
• Able to communicate with all management levels, vendors, employees, and customers.
• Proficient in web-based presentations.
• Job process documentation and training capability.
• Adaptable with high flexibility and sense of urgency.
• Self-directed with strong initiative.
• Able to understand and follow instructions with varying complexity.
• Effective communication and feedback skills.
• Strong teamwork and relationship-building skills.
• Proven ability to manage virtual cross-functional teams.
• Team motivation and influence skills.
• Understanding of global marketplace and business practices.
• Strong project and time management skills.
• Knowledge of Ricoh organizations and structures.
• Experience driving change and implementing innovation.
• Systems, IT, and ITIL literacy.

Working Conditions, Mental and Physical Demands

• Typical office environment with standard lighting, temperature, and noise.
• Cyclical stress related to goals and deadlines.
• Sedentary work with occasional walking, standing, and lifting objects under 10 lbs.
• Requires moderate dexterity and basic tool usage.
• Periodic visits to customer sites, sometimes without public transportation access.
• Overnight travel required.

The above statements describe the general nature and level of work but are not an exhaustive list of all responsibilities or conditions associated with the role.

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.