Senior Services Operations Manager, Managed Services

Ricoh•Cleveland, OH

7h•$80,000 - $86,000

About The Position

The Senior Services Operations Manager, Managed Services is a leadership role serving as the operational point of contact for assigned Global/Vertical customers, primarily in North America. The position oversees Ricoh employees, including individual contributors and managers, from contractual concept or assignment through account management and retention. The manager proactively communicates with key customers to ensure agreed performance standards are met and continually improved. Responsibilities include P&L reconciliation, strategic implementation, employee development and retention, and administration of implementation processes and operational best practices. The role coordinates resources and functional integration to achieve Service Level Agreements, retain business, manage customer issues, ensure contract adherence, and promote customer satisfaction. The position also focuses on digital and data fluency, AI-augmented operations and automation, complex multi-site P&L and contract management, change and transformation execution, ecosystem and vendor management, and operational risk and resilience. It develops people, improves operational effectiveness and profitability, and identifies customer and service growth opportunities.

Requirements

Four-year college degree or equivalent experience.
Three to five years of management experience.
Ability to learn and master industry-specific applications.
Proven track record marketing new products and services, including standard and advanced services and solutions.
Proven relationship-building skills with internal and external customers.
High-level knowledge and understanding of technology, including networks, security, print servers, and print devices.
Ability to communicate orally and in writing with all levels of management, vendors, employees, and customers.
Self-direction, initiative, strong customer-relations skills, and ability to prioritize.
Ability to manage multiple assignments and work effectively in a fast-paced environment.
Ability to use standard software applications.
Demonstrated problem-solving, product and service knowledge, and analytical skills.
Executive business skills and negotiation ability.
Digital and data fluency, including analytics, service data, and cost-to-serve.
AI-augmented operations and automation literacy.
Complex multi-site P&L and contract management capabilities.
Change and transformation execution capabilities.
Customer value and outcome engineering capabilities.
Skills-based workforce planning and reskilling capabilities.
Ability to independently support applicable functions such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical knowledge and training.
Experience, consistent use, and/or training in PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical knowledge and training for applicable accounts.

Nice To Haves

Two or more years of project management experience.
ITIL Fundamental Certification.
ITIL 4.
PMP certification.
Lean Six Sigma.
AI/Automation fundamentals.
Change Management.

Responsibilities

Attract and retain talent; identify employee training and development needs through competency assessments and training offerings.
Arrange assignments, training, and other experiences to support team members’ learning, development, and job satisfaction.
Coach and develop up to 100 or more employees within the account portfolio.
Establish goals and clarify roles and responsibilities; hold internal and external work-group members accountable.
Collaborate with leaders, team members, and customers to implement solutions and initiatives.
Monitor, evaluate, and recognize employee performance; provide feedback, manage compensation, and address performance issues, including corrective action when necessary.
Mentor team members, set expectations, empower problem-solving, facilitate creative solutions, and remove obstacles to process changes.
Manage program operations, revenue, gross profit, and contribution.
Collaborate with internal and external stakeholders to support customers’ global operations strategies.
Apply Service Delivery vertical portfolio standards, tools, processes, and best practices; ensure initiatives are executed on time and meet quality requirements.
Identify and implement improvements to performance, productivity, efficiency, and profitability.
Inspect certification and adherence to service delivery standards and identify continuous-improvement opportunities.
Participate in creating and managing client implementation plans.
Reduce performance penalties, grow P&L, improve gross profit, and ensure contract compliance.
Introduce outcome-based KPIs alongside SLAs and pursue technical solutions that improve margins.
Manage operational risk and resilience, align operations with digital services, and manage ecosystem and vendor relationships.
Maintain knowledge of new products and services to identify growth opportunities; validate opportunities and coordinate resources and tools for timely labor execution.
Ensure profitability of assigned accounts at individual site locations, identify poor-profitability drivers, and coordinate corrective changes.
Identify, quantify, and eliminate uncontracted work or scope creep.
Apply customer value and outcome engineering.
Perform other duties as assigned.