Senior Services Operations Manager, Managed Services

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.

Customer Relations

* 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.

Operational Effectiveness

* 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.

Opportunity Identification

* 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.

Finance & Billing

* 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.

Qualifications (Education, Experience, Certifications)

* 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…