Ricoh USA, Inc. · 2 months ago
Senior Services Operations Manager, Managed Services-Legal
Baltimore, MD, United States
Full-time
Onsite
Mid, Senior Level
$110K/yr - $118K/yr
3+ years expRicoh USA, Inc. is a leading provider of technology and services, and they are seeking a Senior Services Operations Manager to oversee operations for assigned Global/Vertical customers. This role includes managing employee development, ensuring customer satisfaction, and driving operational effectiveness while overseeing significant revenue streams.
ConsultingDocument PreparationInformation Technology
Responsibilities
Promote effective recruiting and selection processes to attract top talent
Identify training and development needs through competency assessments and Ricoh training programs
Arrange assignments and training to enhance team development and job satisfaction
Coach and develop up to 200 direct and indirect employees within the enterprise portfolio
Set goals, clarify roles, and hold team members accountable
Collaborate with leaders and customers to implement solutions
Monitor and recognize employee excellence through Ricoh Recognizes program
Build strong teams through feedback, recognition, and compensation management
Address performance issues and implement improvement plans
Serve as a mentor and lead by example
Empower teams to solve problems and drive process improvements
Develop strong relationships with internal and external customers
Act as the voice of the customer, leading cross-functional teams to deliver value
Identify service gaps and adjust processes to align with client and Ricoh frameworks
Resolve account issues to ensure customer satisfaction
Facilitate meetings on contractual obligations, initiatives, and strategic planning
Establish reporting templates and cadence to meet contractual requirements
Manage approximately $13M in Enterprise Services revenue and associated profitability
Support global operational strategies through collaboration
Serve as a subject matter expert in EAO Program standards, tools, and best practices
Ensure timely execution of program initiatives aligned with quality standards
Facilitate internal communications on best practices and opportunities
Drive performance, productivity, and profitability improvements
Oversee certification compliance and continuous improvement initiatives
Implement core team processes, including Account Charter and RAMP playbook
Manage onboarding support processes and implementation plans
Establish reporting packages based on customer requirements
Implement change management strategies aligned with Ricoh’s business goals
Stay informed on new products and services to identify growth opportunities
Validate opportunities and ensure timely execution
Participate in team selling models and collaborate with global teams
Ensure profitability across assigned accounts and address areas of concern
Oversee billing accuracy and resolve collection issues
Perform other duties as assigned
Qualification
Required
Bachelor's degree or equivalent experience
3–5 years of management experience required
Proven track record in marketing new products and services
Strong relationship-building skills with internal and external customers
High-level knowledge of technology (networks, security, print servers, and devices)
Excellent verbal and written communication skills; able to interact effectively with all levels of management, vendors, employees, and customers
Strong self-direction and initiative
Exceptional customer relations skills
Project management experience
Ability to prioritize tasks and manage multiple assignments in a fast-paced environment
Highly motivated and adaptable
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
Demonstrated proficiency through experience and training in PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, and vertical knowledge
Preferred
2+ years of project management experience preferred
ITIL Fundamentals Certification preferred
Company
Ricoh USA, Inc.
At Ricoh, we bring people, processes, and technology together to make information work for you.
10001+ employees
H1B Sponsorship
Ricoh USA, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (16)
2024 (8)
2023 (7)
2022 (16)
2021 (13)
2020 (4)
Funding
Current Stage
Late StageLeadership Team
Sourabh Jha
Principal Strategist to CEO, Strategic Planning, Analytics and Intelligence
Karen Allman
VP, Technology Portfolio and Partner Management
Recent News
2025-05-06
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