Senior Services Operations Manager, Managed Services

Senior Services Operations Manager Managed Services

The Senior Services Operations Manager serves as the primary operational point of contact for assigned Global / Vertical customers, primarily in North America. This role is responsible for overseeing Ricoh employeesincluding individual contributors and managersfrom initial contract engagement through ongoing account management and retention. This position ensures proactive communication with key customers to meet agreed-upon performance standards locally and nationally. Responsibilities include P&L reconciliation, strategic implementation, employee relations, and customer satisfaction for designated accounts. The manager leads operational best practices and implementation processes, engaging necessary resources and ensuring alignment with Service Level Agreements. Success in this role is measured by customer retention, issue resolution, contract adherence, and overall satisfaction.

Key Responsibilities

People Development

• Promote effective recruiting and selection processes to attract top talent.
• Identify training needs through competency assessments and Ricoh learning programs.
• Assign tasks and training to enhance team development and satisfaction.
• Coach and develop up to 200 direct and indirect employees.
• Set clear goals, define roles, and hold teams accountable.
• Collaborate across teams to implement solutions and initiatives.
• Recognize employee excellence through Ricoh's recognition programs.
• Build high-performing teams through feedback, recognition, and compensation management.
• Address performance issues and take corrective action when needed.
• Mentor team members and lead by example.
• Empower teams to solve problems and drive process improvements.

Customer Relations

Operational Effectiveness

Opportunity Identification

Finance & Billing

Qualifications

Bachelor's degree or equivalent experience required. 35 years of management experience. 2+ years of project management experience preferred. ITIL Fundamentals Certification preferred. Proven success in marketing new products and services. Strong relationship-building skills with internal and external stakeholders. High-level understanding of technology including networks, security, and print infrastructure.

Knowledge, Skills, and Abilities

Excellent verbal and written communication skills across all levels of management, vendors, employees, and customers. Strong initiative and ability to work independently. Exceptional customer relations and project management skills. Ability to prioritize tasks effectively. Highly motivated and capable of managing multiple assignments in a fast-paced environment. 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. Proficiency gained through experience and / or training in the above areas.

Working Conditions, Mental and Physical Demands

Primarily office-based with standard lighting, ventilation, and noise levels. Cyclical stress due to frequent goals and deadlines; daily stress from decision-making responsibilities. Mostly sedentary work with occasional walking, standing, bending, and lifting of items under 10 lbs. Moderate dexterity required for tasks involving calculators, keyboards, and small tools. Occasional travel to customer sites, which may not be accessible via 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.

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 informationhow it is collected, stored, managed, and sharedto 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 :