Senior Services Operations Manager, Managed Services

Senior Services Operations Manager, Managed Services

Overview
The Senior Services Operations Manager serves as the primary operational point of contact for assigned Global/Vertical customers, primarily in North America. This role oversees Ricoh employees, including individual contributors and managers, and is engaged from contractual concept through account management and retention. Responsibilities include proactive customer communication, P&L reconciliation, strategic implementation, employee relations, and ensuring customer satisfaction.

• Promote effective recruiting and selection processes to attract top talent.
• Identify training and development needs through competency assessments and Ricoh training programs.
• Arrange assignments and training to enhance team development and job satisfaction.
• Coach and develop up to 200 direct and indirect employees within the enterprise portfolio.
• Set goals, clarify roles, and hold team members accountable.
• Collaborate with leaders and customers to implement solutions.
• Monitor and recognize employee excellence through Ricoh Recognizes program.
• Build strong teams through feedback, recognition, and compensation management.
• Address performance issues and implement improvement plans.
• Serve as a mentor and lead by example.
• Empower teams to solve problems and drive process improvements.

• Develop strong relationships with internal and external customers.
• Act as the voice of the customer, leading cross-functional teams to deliver value.
• Identify service gaps and adjust processes to align with client and Ricoh frameworks.
• Resolve account issues to ensure customer satisfaction.
• Facilitate meetings on contractual obligations, initiatives, and strategic planning.
• Establish reporting templates and cadence to meet contractual requirements.

• Manage approximately $13M in Enterprise Services revenue and associated profitability.
• Support global operational strategies through collaboration.
• Serve as a subject matter expert in EAO Program standards, tools, and best practices.
• Ensure timely execution of program initiatives aligned with quality standards.
• Facilitate internal communications on best practices and opportunities.
• Drive performance, productivity, and profitability improvements.
• Oversee certification compliance and continuous improvement initiatives.
• Implement core team processes, including Account Charter and RAMP playbook.
• Manage onboarding support processes and implementation plans.
• Establish reporting packages based on customer requirements.
• Implement change management strategies aligned with Ricoh’s business goals.

• Stay informed on new products and services to identify growth opportunities.
• Validate opportunities and ensure timely execution.
• Participate in team selling models and collaborate with global teams.

• Ensure profitability across assigned accounts and address areas of concern.
• Oversee billing accuracy and resolve collection issues.
• Perform other duties as assigned.

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

• Excellent verbal and written communication skills; able to interact effectively with all levels of management, vendors, employees, and customers.
• Strong self-direction and initiative.
• Exceptional customer relations skills.
• Project management experience.
• Ability to prioritize tasks and manage multiple assignments in a fast-paced environment.
• Highly motivated and adaptable.
• Proficient in standard software applications.
• Strong problem-solving, analytical, and product/service knowledge.
• Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific training.
• Demonstrated proficiency through experience and training in PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical knowledge.

• Primarily office-based with adequate lighting, ventilation, and normal temperature/noise levels.
• Cyclical stress due to frequent goals and deadlines; daily stress related to decision-making responsibilities.
• Mostly sedentary work with occasional walking, standing, bending, and lifting objects under 10 lbs (e.g., papers, files).
• Requires moderate dexterity for tasks such as keyboard use and basic tools.
• Periodic visits to customer sites, which may lack public transportation access.
• 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.