The Senior Services Operations Manager oversees talent development, customer relations, operational effectiveness, finance, and opportunity identification while managing a substantial revenue portfolio.
Senior Services Operations Manager, Managed Services
Job Duties and Responsibilities Develops People
- Promotes effective use of internal recruiting and selection processes to attract and hire talent.
- Identifies training and development needs through competency assessments and Ricoh training resources.
- Arranges assignments, training, and experiences to support team learning, development, and job satisfaction.
- Coaches and develops up to 200 direct and indirect employees within the enterprise portfolio.
- Establishes goals, clarifies roles, and holds internal and external team members accountable.
- Collaborates with leaders, team members, and customers to implement solutions and initiatives.
- Monitors, evaluates, and recognizes employee excellence using the Ricoh Recognizes program.
- Builds strong performing teams through effective feedback, recognition, and compensation management.
- Addresses performance issues and establishes improvement plans; initiates corrective action when needed.
- Serves as a mentor and leads by example.
- Sets expectations, empowers problem-solving, and facilitates discussions to drive creative solutions and remove obstacles.
- Develops key relationships with internal and external customers.
- Advocates as the voice of the customer by leading cross‑functional teams to prioritize actions that maximize value.
- Identifies gaps in service delivery and adjusts process documentation to align with both client and Ricoh frameworks.
- Owns resolution of account issues to ensure optimal customer satisfaction.
- Facilitates meetings with key customer contacts related to contractual obligations, initiatives, and strategic planning.
- Creates templates and cadences to ensure alignment with contractual requirements and value‑add reporting.
- Responsible for approximately $13M in Enterprise Services revenue, gross profit, and contribution.
- Supports global operations strategy through collaboration with internal and external stakeholders.
- Acts as a subject matter expert in EAO Program standards, tools, processes, and best practices.
- Ensures timely and quality execution of all EAO Program initiatives.
- Demonstrates strong knowledge of Ricoh and the ability to navigate internal structures.
- Facilitates regular internal communications regarding best practices, challenges, and opportunities.
- Identifies and implements strategies to improve performance, productivity, efficiency, and profitability.
- Ensures certification adherence and identifies areas for continuous improvement.
- Implements Core Team processes including: Account Charter, EAO Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence, operational strategy, and internal/external CAD.
- Oversees onboarding support processes (order management, billing, tech services, enterprise services) to align with customer expectations.
- Participates in developing and managing implementation plans.
- Creates and maintains reporting packages based on customer requirements.
- Implements change management strategies supporting short‑ and long‑term business objectives.
- Maintains continuing education on new products and services to identify growth opportunities.
- Validates new opportunities and ensures timely execution through proper resources and tools.
- Participates in team‑selling models supporting U.S. and international activities; interfaces with global and regional teams.
- Ensures profitability for all assigned accounts down to individual sites; identifies profitability issues and works toward resolution.
- Oversees billing accuracy and escalates concerns to appropriate customer administration contacts.
- Partners with A/R to resolve collection issues.
- Performs other duties as assigned.
- Bachelor’s degree or equivalent experience required.
- 3–5 years of management experience required.
- 2+ years of project management experience strongly preferred.
- ITIL Foundation Certification preferred.
- Proven track record in marketing new products and services.
- Proven relationship‑building skills with internal and external customers.
- Demonstrated advanced knowledge of technology (networks, security, print servers, print devices).
- Strong verbal and written communication skills across all organizational levels.
- High initiative and ability to work independently.
- Strong customer relations skills.
- Project management experience.
- Excellent prioritization and multitasking abilities in fast‑paced environments.
- Proficient with standard software applications.
- Demonstrated problem‑solving, analytical, and product/service knowledge.
- Ability to independently support PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical‑specific needs.
- Proficiency gained through experience and/or training in the areas listed above.
- Works in an office environment with standard lighting, ventilation, temperature, and noise levels.
- Experiences cyclical stress due to goals and deadlines, and daily stress related to decision‑making responsibilities.
- Primarily sedentary work with occasional walking, standing, bending, and lifting (typically under 10 lbs.).
- Requires moderate dexterity and regular use of basic tools (keyboard, calculator, hand tools).
- Requires periodic visits to customer sites, which may not be accessible by public transportation.
- Overnight travel required.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.
Come Create at Ricoh:
If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customer-obsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive high-performance team and our commitment to excellence.
Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of information—how it is collected, stored, managed, and shared—to unlock the potential in every organization. We deliver services and technologies that inspire our customers’ success and guide them toward a better and more sustainable future. If you are seeking a purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
- 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.
Top Skills
Itil
Project Management
Similar Jobs
Digital Media • Fintech • Information Technology • Machine Learning • Financial Services • Cybersecurity • Automation
The Compliance Officer will monitor trading activity, review compliance policies, assist in compliance controls, and support regulatory adherence.
Top Skills:
ExcelPowerPointWord
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
As an Associate in Regulation, you will ensure compliance and integrity in prediction markets through trade practice monitoring, regulatory reporting, and market surveillance. You'll collaborate with stakeholders on oversight frameworks and address potential trade violations.
Digital Media • Gaming • Information Technology • Software • Sports • Esports • Big Data Analytics
The Director of Compensation will lead DraftKings' global compensation strategy, collaborating with stakeholders to design, implement, and administer innovative compensation policies and programs.
Top Skills:
Google SheetsExcelWorkday
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
