Senior Services Operations Manager, Managed Services

Ricoh Americas Holdings•Brooklyn, OH

About The Position

The Senior Services Operations Manager, Managed Services, serves as the operational point of contact for assigned Global/Vertical customers, primarily in North America. The role provides leadership and oversight for Ricoh employees—including individual contributors and managers—and is involved from contractual concept or assignment through account management and retention. It is responsible for proactive customer communication, service performance, P&L reconciliation, strategic implementation, employee development and retention, and meeting service-level agreements through effective implementation and operational best practices. The position focuses on digital and data fluency, including analytics, service data, and cost-to-serve; 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. The manager supports customer strategies, improves service delivery and profitability, maintains contract compliance, develops customer relationships, and identifies opportunities for service growth and improved customer outcomes. The role typically works in an office environment and includes periodic visits to customer sites and required overnight travel. Work is mostly sedentary but includes occasional walking, standing, bending, reaching, and handling light objects. Work may involve cyclical and daily stress due to deadlines and responsibility for decisions and outcomes.

Requirements

A 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 in marketing new products and services, including standard and advanced services and solutions.
Proven ability to build relationships 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 project management experience.
Ability to prioritize, handle multiple assignments, and work effectively in a fast-paced environment.
Ability to use standard software applications.
Problem-solving, product and service knowledge, analytical skills, executive business skills, and negotiation skills.
Digital and data fluency, including analytics, service data, and cost-to-serve.
AI-augmented operations and automation literacy.
Experience with complex multi-site P&L and contract management.
Change and transformation execution capabilities.
Customer value and outcome engineering capabilities.
Skills-based workforce planning and reskilling knowledge.
Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and applicable-account vertical knowledge and training.
Periodic travel to customer sites and overnight travel.

Nice To Haves

At least two years of project management experience.
ITIL Fundamental Certification.
ITIL 4 certification.
PMP certification.
Lean Six Sigma certification.
AI and automation fundamentals.
Change management experience.

Responsibilities

Attract, develop, coach, and retain talent, including coaching teams of up to 100 or more employees across an account portfolio.
Assess training and development needs, arrange learning experiences, set goals and expectations, clarify responsibilities, and hold employees accountable.
Recognize employee excellence, provide feedback, manage compensation, address performance issues, and take corrective action when necessary.
Empower employees to solve problems, facilitate creative solutions, and remove obstacles to process changes.
Manage revenue, gross profit, and contribution for assigned accounts.
Collaborate with internal and external stakeholders to implement customer global operations strategies and initiatives.
Apply Service Delivery portfolio standards, tools, processes, and best practices, and ensure initiatives are delivered on time and meet quality requirements.
Identify and improve performance, productivity, efficiency, and profitability through effective practices.
Inspect and ensure certification and adherence to service delivery standards, and identify opportunities for continuous improvement.
Participate in creating and managing implementation plans for assigned clients.
Reduce performance penalties, grow P&L and gross profit, improve margins through technical solutions, and ensure contract compliance.
Introduce outcome-based KPIs alongside service-level agreements and 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 service growth opportunities.
Validate opportunities and coordinate resources and tools to ensure timely execution, including labor needs.
Ensure assigned accounts are profitable down to individual site locations; identify causes of poor profitability and coordinate corrective changes.
Identify, quantify, and eliminate non-contracted work and scope creep.
Support customer value and outcome engineering.
Perform other duties as assigned.