Senior Services Operations Manager

Ricoh Americas Holdings • Beaverton, WA

1d

About The Position

Position Profile The Senior Services Operations Manager, Managed Services serves as the primary operational point of contact for assigned Global/Vertical customers, primarily across North America. This role oversees Ricoh employees—including individual contributors and managers—and is engaged from contract concept through account management and long‑term retention. Responsibilities include proactive communication with key customers, ensuring adherence to service performance standards, managing P&L reconciliation, driving strategic implementation, and fostering strong employee and customer relationships. The role administers operational best practices, mobilizes resources, and ensures all Service Level Agreements (SLAs) are achieved. Ultimately, this role safeguards customer retention through issue resolution, contract adherence, and delivering exceptional customer satisfaction.

Requirements

• Bachelor’s degree required; equivalent experience may be considered.
• 3–5 years of management experience required.
• 2+ years of project management experience strongly preferred.
• ITIL Fundamentals Certification preferred.
• Proven experience marketing new products and services, including standard and advanced solutions.
• Demonstrated ability to build strong internal and external relationships.
• Strong understanding of technology, including networks, security, print servers, and print devices.
• Strong verbal and written communication skills across all organizational levels.
• Self-directed, proactive, and highly motivated.
• Exceptional customer relations skills.
• Strong project management capabilities with the ability to prioritize effectively.
• Ability to manage multiple assignments in a fast-paced environment.
• Proficiency with standard business software applications.
• Strong problem‑solving and analytical abilities.
• Demonstrated expertise supporting: PMO RGSA Assessment Management Managed Services P&L RFI/RFP eBusiness Technology deployment Vertical knowledge/training for applicable accounts
• Proficient through experience and/or training in: PMO RGSA Assessment Management Managed Services P&L RFI/RFP eBusiness Technology deployment Industry verticals and training requirements

Nice To Haves

• ITIL Fundamentals Certification preferred.
• 2+ years of project management experience strongly preferred.

Responsibilities

• Develops People
• Customer Relations
• Operational Effectiveness
• Opportunity Identification
• Finance & Billing

What This Job Offers

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