Senior Services Operations Manager, Managed Services

Ricoh • Dallas, TX

8h

About The Position

Senior Services Operations Manager, Managed Services

The Senior Services Operations Manager serves as the primary operational point
of contact for assigned Global and Vertical customers—primarily in North
America. This role oversees Ricoh employees, including both individual
contributors and managers, and is engaged from contractual concept through
ongoing account management and retention.

The Manager ensures proactive communication with key customers to maintain
agreed-upon performance standards at both local and national levels.
Responsibilities include P&L reconciliation, strategic program implementation,
employee relations, and customer relationship management.

This position administers operational best practices and service implementation,
ensuring alignment to Service Level Agreements (SLAs) through cross-functional
integration. The Manager is responsible for customer satisfaction, contract
adherence, issue resolution, and overall business retention.

Requirements

• Bachelor’s degree or equivalent experience required.
• 3–5 years of management experience.
• Proven ability to market new products and services.
• Demonstrated success building internal and external customer relationships.
• Strong technical understanding of networks, security, print servers, and print devices.
• Strong verbal and written communication skills across all levels of an organization.
• Highly self-directed with strong initiative.
• Excellent customer relations skills.
• Project management experience.
• Strong ability to prioritize and manage multiple assignments in a fast-paced environment.
• Proficiency with standard software applications.
• Strong problem-solving, analytical, and technical skills.
• Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific training.
• Experienced and/or trained in PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, and technology deployment.

Nice To Haves

• 2+ years of project management preferred.
• ITIL Fundamentals certification preferred.

Responsibilities

• Develops People
• Customer Relations
• Operational Effectiveness
• Opportunity Identification
• Finance & Billing
• Ensures profitability across all assigned accounts down to site level.
• Identifies and addresses sources of poor profitability in collaboration with appropriate teams.
• Oversees billing accuracy and escalates issues to customer administration as needed.
• Works with A/R to resolve collections issues.
• Performs other duties as assigned.

Benefits

• Choose from a broad selection of medical, dental, life, and disability insurance options.
• Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments.
• Augment your education with team member tuition assistance programs.
• Enjoy paid vacation time and paid holidays annually
• Tap into many other benefits to enhance your health, wellness, and ongoing personal and professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level