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Ricoh USA, Inc. · 2 months ago

Senior Services Operations Manager, Managed Services

Chicago, IL, United States

Full-time

Onsite

Mid, Senior Level

$110K/yr - $118K/yr

3+ years exp

Ricoh USA, Inc. is seeking a Senior Services Operations Manager to serve as the primary operational point of contact for assigned Global/Vertical customers. The role involves overseeing employees, ensuring customer satisfaction, and managing operational best practices to drive performance and profitability.

ConsultingDocument PreparationInformation Technology

Responsibilities

Promote effective recruiting and selection processes to attract top talent

Identify training needs through competency assessments and Ricoh learning programs

Assign tasks and training to enhance team development and satisfaction

Coach and develop up to 200 direct and indirect employees

Set clear goals, define roles, and hold teams accountable

Collaborate across teams to implement solutions and initiatives

Recognize employee excellence through Ricoh’s recognition programs

Build high-performing teams through feedback, recognition, and compensation management

Address performance issues and take corrective action when needed

Mentor team members and lead by example

Empower teams to solve problems and drive process improvements

Build strong relationships with internal and external customers

Act as the voice of the customer to prioritize impactful actions

Identify service delivery gaps and adjust processes accordingly

Resolve account issues to ensure customer satisfaction

Lead strategic meetings with key customer contacts

Develop templates and reporting cadences aligned with contractual obligations

Manage approximately $13M in Enterprise Services revenue

Support global operations strategy through collaboration

Serve as a subject matter expert in EAO Program standards and best practices

Ensure timely execution of initiatives aligned with quality standards

Navigate Ricoh’s internal structure effectively

Facilitate internal communications across functional areas

Drive performance, efficiency, and profitability through process improvements

Ensure service delivery certification and continuous improvement

Implement Core Team processes including Account Charter, RAMP, and CAD

Oversee onboarding processes to meet customer expectations

Participate in implementation planning for assigned accounts

Establish reporting packages based on customer needs

Lead change management strategies aligned with Ricoh’s goals

Stay informed on new products and services to identify growth opportunities

Validate and execute new opportunities efficiently

Support team selling models and collaborate with global teams

Ensure profitability across all assigned accounts, down to site level

Identify and address sources of poor profitability

Oversee billing accuracy and escalate issues as needed

Collaborate with A/R to resolve collections issues

Qualification

ITIL Fundamentals CertificationCustomer RelationsProject ManagementManagement ExperienceTechnology UnderstandingAnalytical SkillsTeam DevelopmentCommunication SkillsProblem-Solving SkillsRelationship Building

Required

Bachelor's degree or equivalent experience required

3–5 years of management experience

Proven success in marketing new products and services

Strong relationship-building skills with internal and external stakeholders

High-level understanding of technology including networks, security, and print infrastructure

Excellent verbal and written communication skills across all levels of management, vendors, employees, and customers

Strong initiative and ability to work independently

Exceptional customer relations and project management skills

Ability to prioritize tasks effectively

Highly motivated and capable of managing multiple assignments in a fast-paced environment

Proficient in standard software applications

Strong problem-solving, analytical, and product/service knowledge

Ability to independently support areas such as PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical-specific training