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Senior Services Operations Manager, Managed Services

POSITION PROFILE

The Senior Services Operations Manager, Managed Services functions in as primary operational point of contact to assigned Global/Vertical customers, primarily in North America.

Directly responsible for oversight of Ricoh employees, including individual contributors and managers. Is engaged from contractual concept or assignment through account management and retention

Responsible for proactive communications with key customers to ensure that expected and agreed to standards of performance are being met locally and nationally. Responsible for P&L reconciliation, strategic implementation, employee relations and customer relations for designated account(s).

Administers the implementation process and operational best practices by engaging the necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements. Responsible for business retention through customer relationship, managing issues, contract adherence and ensuring overall customer satisfaction.

Job Duties and Responsibilities

Develops People

�· Promotes effective use of internal recruiting and selection process to attract and hire talent.

�· Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for direct and indirect EAO resources.

�· Arranges assignments, training and other experiences to build team members' learning, development and job satisfaction.

�· Coach and develop of up to 200 direct and indirect employees within enterprise portfolio.

�· Establishes goals, clarifies roles and responsibilities and holds work group members (Internal/External) accountable.

�· Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.

�· Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh Recognizes program.

�· Creates strong performing teams through effective feedback, recognition and compensation management.

�· Confronts performance issues and collaboratively establishes steps for improvement including the courage to take corrective action when necessary.

�· Serves as a mentor to team members and leads by example.

�· Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.

Customer Relations

�· Develops key relationships with both internal and external customers.

�· Advocate as voice of the customer by creating and directing cross-functional teams to quickly prioritize actions that create maximize value and enhance customer partnership

�· Identify gaps in service delivery and adjust process documentation to work within the client and Ricoh framework

�· Owns the resolution of account issues to ensure optimal customer satisfaction.

�· Facilitates meetings with key customer contacts inclusive of contractual obligations, current initiatives and strategic business planning

�· Create template and cadence to ensure alignment with contractual requirements and value add reporting

Operational Effectiveness

�· Responsible for approximately $13M in Enterprise Services revenue and associated gross profit and contribution.

�· Supports customer global operation strategy by collaborating with key internal and external team members to implement the solution or initiative.

�· A SME in the EAO Program standards; tools, processes and best practices.

�· Ensure that all EAO Program initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices

�· Demonstrates working knowledge of Ricoh and possesses an ability to navigate internal structure.

�· Facilitates a regular cadence for internal communications (Best Practices, Challenges, and Opportunities) with all appropriate functional areas (sales, PS, TS MS etc.)

�· Responsible for identifying, improving performance, productivity, efficiency and profitability through the engineering/reengineering and implementation of effective best practices and strategies in support of building customer value

�· Inspect and ensure execution of certification, adherence to service delivery standards and identify areas for continuous improvement

�· Implementation of the Core Team processes �· Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy and internal and external CAD for assigned accounts

�· Oversight of Ricoh's on-boarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectation & satisfaction.

�· Participate in the creation and management of implementation plans for assigned accounts.

�· Establish and identify applicable reporting packages based on customer requirements.

�· Implement change management strategies that support Ricoh's short and long term business strategies

Opportunity Identification

�· Maintains a continuing education of new products and services to identify service growth opportunities

�· Validate new opportunity, bring resources and tools to assure execution in a timely fashion

�· Participate in team selling model in support of US and OUS activities. Interface with other Global/Region teams in support of customer.

Finance/Billing

�· Ensures profitability of all assigned accounts down to individual site locations. Identifies sources of poor profitability; works with appropriate resources to make changes and restore profitability.

�· Oversees billing and ensures accuracy for assigned accounts. Escalates concerns to the appropriate resource within customer admin. Works with A/R to resolve collections issues with assigned customers.

�· Performs other duties as assigned

Qualifications (Education, Experience and Certifications)

�· Requires 4 year college degree or equivalent experience.

�· 3 - 5 years management experience required

�· 2+ years of project management experience strongly preferred.

�· ITIL Fundamental Certification preferred

�· A proven track record in marketing new products and services including standard and advanced services & solutions.

�· Must have a proven track record of relationship building with both internal and external customers.

�· Must have a demonstrated high level knowledge and understanding of technology (networks, security, print servers and print devices).

KNOWLEDGE, Skills And Abilities

�· Ability to communicate both orally and in writing and to effectively communicate with all levels of management, outside vendors, employees, and customers.

�· Strong ability for self-direction and shows a high degree of initiative.

�· Strong customer relations skills.

�· Project management experience.

�· Ability to prioritize.

�· Must be highly motivated and able to handle multiple assignments and operate effectively in a fast paced environment.

�· Ability to utilize standard software applications.

�· Well versed and visibly displaying problem solving skills

�· Well versed and visibly displaying knowledge of products & services.

�· Well versed and visibly displaying analytical skills.

�· Well versed and visibly displaying the skill or knowledge to independently support the following; PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, Vertical Knowledge/Training for applicable accounts.

�· Proficient as the result of experience, consistent use and/or some training within the following; PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, Vertical Knowledge/Training for applicable accounts.

Working Conditions, MENTAL aND PHYSICAL DEMANDS

�· Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

�· Work has cyclical stress due to frequent goals and deadlines, and daily stress due to the responsibility associated with the incumbents' decisions, outcomes and potential outcomes.

�· Work is mostly sedentary, but does require walking, standing, bending, reaching, lifting or carrying objects that typically weight less than 10 lbs. (e.g., papers, books, files and small parts, etc.).

�· Requires moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools)

�· Requires periodic visits to customer sites that may or may not be serviced 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.

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.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran