Manager I, Regional Service Delivery

Ricoh•Raritan, NJ

13d•$90,000 - $95,000•Onsite

About The Position

The Manager I, Regional Service Delivery, under the direction of the Global Service Delivery Manager, is responsible for service delivery/operational activities for an assigned Region (typically the Americas) for one or more Global customer accounts. With guidance from the Global Service Delivery Manager, focus should be on, direct/indirect responsibility for the oversight of Ricoh direct and/or indirect employees, whether local or remote, including in other countries and meeting contractual objectives for the assigned accounts. Additionally, IT experience is desired, enabling communication with the Customer IT Department resources, understanding networks and utilizing MDS technology and tools. Also Responsible for stakeholder management, particularly Regional stakeholders and others external to the organization.

Requirements

Four-year college degree preferred, or equivalent experience in a related field
Minimum 4 years of Service Delivery Experience, preferable with supporting Enterprise or International Accounts
PMP certification is desired but not required
Strong written and verbal communication and presentation skills.
Requires strong computer skills including knowledge of web-based software platforms, networks and MS Office Suite
Prefer a minimum 5 years manager experience or equivalent
Strong customer service skills including senior managers, executives and c-suite levels
The position may require frequent travel including occasional international travel.
Extensive knowledge of Global company policies, practices and operational systems is required
Technology Background – basic level understanding networks, security, print servers and print device
Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge
ITIL Certification or the ability to obtain Ricoh ITIL certification
Strong Excel skills, including working knowledge of advanced formulas and pivot tables
Problem Solving
Ability to effectively handle challenging customer situations
Detail-oriented
Excellent verbal and written communication skills in positive and negative circumstances
Ability to effectively communicate with all levels of management, outside vendors, employees, and customers
Proficiency in Web based presentation
Job process documentation and training.
Ability to adapt to changing situations
High degrees of flexibility, high motivation and a strong sense of urgency
Self-directed and shows a high degree of initiative
Ability to prepare, review and understand general instructions with diverse levels of information ;
Ability to establish effective communication with co-workers and customers by encouraging open and honest communication, receiving and giving feedback
Ability to work in a team environment by maintaining positive, productive relationships with co-workers, management, sales and production departments.
Proven capability in people management (especially managing "virtual" cross-functional teams)
Ability to motivate individuals and groups, influencing direct and indirect team members
Understanding of the Global marketplace and the variances in global business practices
Project Management skills
Time Management skills
Understanding of Ricoh entities and structure
Experience in driving change and implementing innovative approaches
Systems. IT, ITIL literate

Responsibilities

Responsible for overall operational services delivery and management of assigned account across countries associated with assigned region.
Identify and communicate additional services and Business Process Opportunities to the Sales Teams.
Responsible for target Services 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 in assigned Region.
Knowledge/ability to learn RGSA (Ricoh Global Services America) processes, tools and good practices and how to implement in collaboration with Global Accounts.
Develops and demonstrates a strategic knowledge of Ricoh and ability to navigate and utilize Ricoh's various internal structure and functions.
Ensure that all global program initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and good practices.
Facilitates a regular cadence for internal communications (Good Practices, Challenges, and Opportunities) with all appropriate functional areas (sales, PS, TS MS etc.).
Responsible for improving performance, productivity, efficiency and profitability through the engineering/reengineering and implementation of effective good practices and strategies.
Inspect and ensure execution of certification, adherence to service delivery standards and continuous improvement.
Acts as support interface to outside Global Contractors for management of performance issues.
Supports and adheres to Core Team processes – Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy and internal and external CAD for assigned accounts.
Oversight of Ricoh's on-boarding support processes (order management, billing, tech services, enterprise services) in relation to customer expectation & satisfaction.
Participate in the creation and management of implementation plans for assigned accounts.
Contributes to applicable reporting packages based on customer requirements.
Support and adhere to change management strategies that support Ricoh's short and long term business strategies.
Provides strategic development for direct and indirect management of employees within global account portfolio.
Promotes effective use of internal recruiting and selection process 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 resources.
Arranges assignments, training and other experiences to build team members' learning, development and job satisfaction.
Uses several methods to analyze complex problems, identify root cause and determine optimal solutions in the resolution of account issues to ensure complete customer satisfaction.
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 high performing teams through effective feedback, recognition and compensation management.
Confronts performance issues and collaboratively establishes steps for improvement including managerial courage and the ability to make appropriate and necessary decisions.
Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.
Partner and provide global and international business leadership and management.
Develops strategic relationships beyond initial contact to build foundation for customer partnership.
Maintains a continuing education of new products and services to identify and apply knowledge to service growth opportunities.
Advocate as voice of the customer by directing cross-functional teams to quickly prioritize actions that create value and enhance customer partnership.
Identify gaps in service delivery and adjust process documentation to work within the client or Ricoh framework.
Owns the resolution of account issues to ensure optimal customer satisfaction.
Leads and (facilitates) meetings with key customer contacts inclusive of contractual obligations, current initiatives and strategic business planning.
Create, manage and document contractual deliverables to ensure alignment with customer satisfaction and continuous improvement.
Validate new opportunity, bring resources and tools to assure execution in a timely fashion.
Participate in team selling model in support of US and OUS activities. Interface with other Global/Region teams in support of customer.
Ensures global profitability of all assigned accounts down to individual OpCo's. Creates action plans for missed profit targets and poor financial performance to restore profitability.
Oversees billing and ensures accuracy for assigned accounts. Escalates concerns to the appropriate resource. Works with A/R to resolve collections issues with assigned customers.
Performs other duties as assigned