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Senior Services Operations Manager, Managed Services
Job in
New York City, Richmond County, New York, USA
Listed on 2026-03-02
Listing for:
Ricoh USA, Inc.
Full Time
position Listed on 2026-03-02
Job specializations:
-
Management
Operations Manager, Program / Project Manager
Job Description & How to Apply Below
Senior Services Operations Manager, Managed Services
Job Duties and Responsibilities
Develops People
- 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.
- 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).
- Strong verbal and written communication skills across all organizational levels.
- High initiative and ability to work independently.
- Strong customer relations skills.
- Project management experience.
- Excellent prioritization and multitasking abilities in fast-paced environments.
- Proficient with standard software applications.
- Demonstrated problem-solving, analytical, and product/service knowledge.
- Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific needs.
- Proficiency gained through experience and/or training in the areas listed above.
- Works in an office environment with standard lighting, ventilation,…
Position Requirements
10+ Years
work experience
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