Ricoh UK

Senior Services Operations Manager, Managed Services

Ricoh UK

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Salary

💰 $110,000 - $125,000 per year

Job Level

Senior

About the role

  • Promotes effective use of internal recruiting and selection processes to attract and hire talent.
  • Identifies training and development needs through competency assessments and Ricoh training resources.
  • Arranges assignments, training, and experiences to support team learning, development, and job satisfaction.
  • Coaches and develops up to 200 direct and indirect employees within the enterprise portfolio.
  • Establishes goals, clarifies roles, and holds internal and external team members accountable.
  • Collaborates with leaders, team members, and customers to implement solutions and initiatives.
  • Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program.
  • Builds strong performing teams through effective feedback, recognition, and compensation management.
  • Addresses performance issues and establishes improvement plans; initiates corrective action when needed.
  • Serves as a mentor and leads by example.
  • Sets expectations, empowers problem-solving, and facilitates discussions to drive creative solutions and remove obstacles.
  • Develops key relationships with internal and external customers.
  • Advocates as the voice of the customer by leading cross‑functional teams to prioritize actions that maximize value.
  • Identifies gaps in service delivery and adjusts process documentation to align with both client and Ricoh frameworks.
  • Owns resolution of account issues to ensure optimal customer satisfaction.
  • Facilitates meetings with key customer contacts related to contractual obligations, initiatives, and strategic planning.
  • Creates templates and cadences to ensure alignment with contractual requirements and value‑add reporting.
  • Responsible for approximately $13M in Enterprise Services revenue, gross profit, and contribution.
  • Supports global operations strategy through collaboration with internal and external stakeholders.
  • Acts as a subject matter expert in EAO Program standards, tools, processes, and best practices.
  • Ensures timely and quality execution of all EAO Program initiatives.
  • Demonstrates strong knowledge of Ricoh and the ability to navigate internal structures.
  • Facilitates regular internal communications regarding best practices, challenges, and opportunities.
  • Identifies and implements strategies to improve performance, productivity, efficiency, and profitability.
  • Ensures certification adherence and identifies areas for continuous improvement.
  • Implements Core Team processes including: Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy, and internal/external CAD.
  • Oversees onboarding support processes (order management, billing, tech services, enterprise services) to align with customer expectations.
  • Participates in developing and managing implementation plans.
  • Creates and maintains reporting packages based on customer requirements.
  • Implements change management strategies supporting short‑ and long‑term business objectives.
  • Maintains continuing education on new products and services to identify growth opportunities.
  • Validates new opportunities and ensures timely execution through proper resources and tools.
  • Participates in team‑selling models supporting U.S. and international activities; interfaces with global and regional teams.
  • Ensures profitability for all assigned accounts down to individual sites; identifies profitability issues and works toward resolution.
  • Oversees billing accuracy and escalates concerns to appropriate customer administration contacts.
  • Partners with A/R to resolve collection issues.
  • Performs other duties as assigned.

Requirements

  • Bachelor’s degree or equivalent experience required.
  • 3–5 years of management experience required.
  • 2+ years of project management experience strongly preferred.
  • ITIL Foundation Certification preferred.
  • Proven track record in marketing new products and services.
  • Proven relationship‑building skills with internal and external customers.
  • Demonstrated advanced knowledge of technology (networks, security, print servers, print devices).
Benefits
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementaccount managementperformance improvementprocess documentationchange managementcustomer satisfactiontraining and developmentcompetency assessmentsreporting packagesprofitability analysis
Soft Skills
coachingmentoringcollaborationcommunicationproblem-solvingfeedbackrelationship-buildinggoal settingteam buildingaccountability
Certifications
Bachelor's degreeITIL Foundation Certification