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 employees—including individual contributors and managers—from 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 Build strong relationships with internal and external customers. Act as the voice of the customer to prioritize impactful actions. Identify service delivery gaps and adjust processes accordingly. Resolve account issues to ensure customer satisfaction. Lead strategic meetings with key customer contacts. Develop templates and reporting cadences aligned with contractual obligations. Operational Effectiveness Manage approximately $13M in Enterprise Services revenue. Support global operations strategy through collaboration. Serve as a subject matter expert in EAO Program standards and best practices. Ensure timely execution of initiatives aligned with quality standards. Navigate Ricoh’s internal structure effectively. Facilitate internal communications across functional areas. Drive performance, efficiency, and profitability through process improvements. Ensure service delivery certification and continuous improvement. Implement Core Team processes including Account Charter, RAMP, and CAD. Oversee onboarding processes to meet customer expectations. Participate in implementation planning for assigned accounts. Establish reporting packages based on customer needs. Lead change management strategies aligned with Ricoh’s goals. Opportunity Identification Stay informed on new products and services to identify growth opportunities. Validate and execute new opportunities efficiently. Support team selling models and collaborate with global teams. Finance & Billing Ensure profitability across all assigned accounts, down to site level. Identify and address sources of poor profitability. Oversee billing accuracy and escalate issues as needed. Collaborate with A/R to resolve collections issues. Qualifications Bachelor’s degree or equivalent experience required. 3–5 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.

 

Qualifications (Education, Experience, and Certifications) Bachelor’s degree or equivalent experience required 3–5 years of management experience 2+ years of project management experience strongly preferred ITIL Fundamentals Certification preferred Proven track record in marketing both standard and advanced services and solutions Demonstrated success in building relationships with internal and external customers High-level understanding of technology including networks, security, print servers, and print devices 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.