Senior Operations Manager

Job Description

Senior Operations Manager POSITION PROFILE

The Senior Services Operations Manager, Managed Services functions in a leadership role as 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 communication with key customers to ensure that expected and agreed to standards of performance are being met and continually improved upon locally and nationally. Responsible for P&L reconciliation, strategic implementation, employee development and retention for designated clients.

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

A focused role to include digital & data fluency (analytics, service data, cost-to-serve), AI-augmented operations and automation literacy, complex multi-site P&L and contract management, change and transformation execution, ecosystem/vendor management, and operational risk and resilience management.

• Accountable to attract and retain talent Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for direct and indirect resources.
• Arranges assignments, training and other experiences to build team members’ learning, development and job satisfaction.
• Coach and develop of up to 100+ employees within account 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.

• Establishes and maintains program.
• Responsible for management of 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 Service Delivery vertical portfolio standards; tools, processes and best practices.
• Ensure that all Service Delivery vertical portfolio 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.
• Responsible for identifying, improving performance, productivity, efficiency and profitability through effective best practices.
• Inspect and ensure execution of certification, adherence to service delivery standards and identify areas for continuous improvement.
• Participate in the creation and management of implementation plans for assigned clients.
• Focus on eliminating performance penalties, P&L growth, GP improvement,…