Job Information
Ricoh Americas Corporation Senior Services Operations Manager, Managed Services in Overland Park, Kansas
Senior Services Operations Manager, Managed Services
Position Profile
The Senior Services Operations Manager, Managed Services functions as the primary operational point of contact for assigned Global/Vertical customers, primarily in North America. This role is directly responsible for the oversight of Ricoh employees, including individual contributors and managers, from contractual concept or assignment through account management and retention. The Manager ensures proactive communications with key customers to meet expected and agreed standards of performance locally and nationally. Responsibilities include P&L reconciliation, strategic implementation, employee relations, and customer relations for designated accounts.
The Manager administers the implementation process and operational best practices by engaging necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements. The role is responsible for business retention through customer relationship management, managing issues, contract adherence, and ensuring overall customer satisfaction.
Job Duties and Responsibilities
Develops People :
Promote effective use of internal recruiting and selection processes 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.
Arrange assignments, training, and other experiences to build team members' learning, development, and job satisfaction.
Coach and develop up to 200 direct and indirect employees within the enterprise portfolio.
Establish goals, clarify roles and responsibilities, and hold work group members (internal/external) accountable.
Collaborate with other leaders, team members, and internal or external customers to implement solutions or initiatives.
Continually monitor, evaluate, and recognize employee excellence leveraging the Ricoh Recognizes program.
Create strong performing teams through effective feedback, recognition, and compensation management.
Confront performance issues and collaboratively establish steps for improvement, including taking corrective action when necessary.
Serve as a mentor to team members and lead by example.
Set expectations and empower others to solve problems and facilitate discussions that generate creative solutions and remove obstacles to necessary process changes.
Customer Relations :
Develop key relationships with both internal and external customers.
Advocate as the voice of the customer by creating and directing cross-functional teams to quickly prioritize actions that maximize value and enhance customer partnership.
Identify gaps in service delivery and adjust process documentation to work within the client and Ricoh framework.
Own the resolution of account issues to ensure optimal customer satisfaction.
Facilitate meetings with key customer contacts, including contractual obligations, current initiatives, and strategic business planning.
Create templates 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.
Support customer global operation strategy by collaborating with key internal and external team members to implement solutions or initiatives.
Serve as a Subject Matter Expert (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.
Demonstrate working knowledge of Ricoh and possess the ability to navigate internal structure.
Facilitate regular internal communications (Best Practices, Challenges, and Opportunities) with all appropriate functional areas (sales, PS, TS, MS, etc.).
Identify, improve, and implement effective best practices and strategies to enhance performance, productivity, efficiency, and profitability in support of building customer value.
Inspect and ensure execution of certification, adherence to service delivery standards, and identify areas for continuous improvement.
Implement Core Team processes, including Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy, and internal and external CAD for assigned accounts.
Oversee Ricoh's onboarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectations and 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 :
Maintain a continuing education of new products and services to identify service growth opportunities.
Validate new opportunities, bring resources and tools to ensure timely execution.
Participate in team selling models in support of US and OUS activities. Interface with other Global/Region teams in support of customers.
Finance/Billing :
Ensure profitability of all assigned accounts down to individual site locations. Identify sources of poor profitability and work with appropriate resources to make changes and restore profitability.
Oversee billing and ensure accuracy for assigned accounts. Escalate concerns to the appropriate resource within customer admin. Work with A/R to resolve collections issues with assigned customers.
Perform other duties as assigned.
Qualifications (Education, Experience, and Certifications)
Requires a four-year college degree or equivalent experience.
3-5 years of management experience required.
2+ years of project management experience strongly preferred.
ITIL Fundamental Certification preferred.
Proven track record in marketing new products and services, including standard and advanced services and solutions.
Proven track record of relationship building with both internal and external customers.
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.
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 and 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 a 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 levels.
Work has cyclical stress due to frequent goals and deadlines, and daily stress due to the responsibility associated with the incumbent's decisions, outcomes, and potential outcomes.
Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files, and small parts).
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 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 the 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