Senior Operations Manager

Ricoh Americas Holdings•Madison, WI

28d•Hybrid

About The Position

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.

Requirements

4 year college degree or equivalent experience.
3 - 5 years management experience required.
Ability to learn and master industry specific applications.
AI/Automation fundamentals.
Change Management.
A proven track record in marketing new products and services including standard and advanced services & solutions.
Must have a proven track record of relationship building with both internal and external customers.
Must have a demonstrated high-level knowledge and understanding of technology (networks, security, print servers and print devices).
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.
Ability to prioritize.
Must be 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 & services.
Well versed and visibly displaying analytical skills.
Executive business skills and negotiation.
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.
Customer value and outcome engineering.
Skills-based workforce planning and reskilling.
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 the 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.

Nice To Haves

2+ years of project management experience strongly preferred.
ITIL Fundamental Certification preferred.
ITIL 4 (preferred).
PMP (preferred).
Lean Six Sigma (preferred).

Responsibilities

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.
Arrange 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.
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 a solution or initiative.
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 the courage to take 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.
Establish and maintain program.
Responsible for management of revenue and associated gross profit and contribution.
Support customer global operation strategy by collaborating with key internal and external team members to implement the solution or initiative.
Act as 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.
Demonstrate working knowledge of Ricoh and possess 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, and contract compliance.
Introduce outcome-based KPIs alongside SLAs.
Drive to technical solutions to improve margin.
Operational risk and resilience management.
Strategic operations alignment to digital services.
Ecosystem/vendor management.
Maintain a continuing education of new products and services to identify service growth opportunities.
Validate new opportunities, bring resources and tools to assure execution in a timely fashion as it relates to labor.
Ensure profitability of all assigned accounts down to individual site locations.
Identify sources of poor profitability; work with appropriate resources to make changes and restore profitability.
Identify, quantify, and eliminate non-contracted work (Scope Creep).
Customer value and outcome engineering.
Perform other duties as assigned.