Ricoh Americas Corporation Jobs

Manager II, Service Delivery

POSITION PROFILE

The role holder is accountable for client management and strategy, ensuring that the business relationship between Ricoh and its clients is successful. They are responsible for managing various elements of the client relationship to include technical oversight, contract management, and matrix management of issues affecting client satisfaction.

JOB DUTIES AND RESPONSIBILITIES

• Manages elements of service delivery to assigned customer(s) in order to deliver contracted commitments and continual service improvements, including handling escalations on issues being handled by subordinates.

• Manages a team of Customer Engineers and/or Account Managers.

• Controls elements of service risks, service quality, service costs & improves productivity of contracts for customers & Ricoh in order to increase profitability & continually improve cost effectiveness (Ricoh & customer).

• Proactively supports elements of Ricoh operating companies & other suppliers in a service partnership as one service team' to assigned customers, with the end result of reducing churning and increasing revenue.

• Leads by example to motivate & develop a team ensuring the team achieve their objectives & to constantly improve quality & interworking.

• The role holder will work on six key challenges; 1) Delivering impeccable service, 2) Develop effective relationships & teams, 3) Innovating & improving productivity, 4) Growing & transforming the business, 5) Reduce churn, 6) Increase revenue.

• Provide direction and guidelines that are in line with the organization's core values and that foster the team's ability to make sound decisions and recommendations when working with their clients and colleagues.

• Actively involved in the collaboration, design and implementation of strategic objectives and policies inclusive of systems and process Integration efforts.

• Clearly define requirements for complex reporting needs and be able to interpret and identify trends from key dashboard metrics needed to run the business.

• Regularly draft, review and provide direction on complex risk-acknowledgment and issue-resolution communications across multiple departments.

• Collaborate with other departmental leaders to develop systems for improved departmental efficiency and sustainability.

• Monitor progress toward company and departmental milestones, project implementation, and ongoing task completion.

• Perform other duties as assigned.

QUALIFICATIONS (Education, Experience, and Certifications)

• Position requires a minimum of 7 years' experience in client relationship management with 4 years of Management experience.

• Bachelor's degree or relevant professional experience equivalent to a 4 year degree.

• Strong background and work-experience in Managed Services or the Technology Services industry is required.

• Proven record of leadership and ability to execute on vision in managing staff groups and major projects or initiatives

• Service Delivery Expertise (ITIL), Microsoft Certifications, MBA a plus

• Contract Adherence to SLAs & KPIs where appropriate

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated leadership and vision in managing staff groups and major projects or initiatives.

• Exceptional interpersonal/people skills, open to direction and collaborative work style and commitment to get the job done

• Shows competency in progressing a team

• Demonstrates a clear knowledge of Service Delivery Management standards & practices; knowledge of MSP contract management and experience in operations management.

• Applies standards & practices in all activities (ITIL)

• Has a good technical understanding related to, but not limited to:

• HW & OS build and configuration (Mainly Microsoft application stack)

• Networking (LAN)

• Telephony (VoIP)

• Mobile telephony (Apple iOS, Windows and Android)

• EM tools (remote fix, remote deployment �· as appropriate)

• Relative Technical Competency Qualifications and Certifications a plus

• Enterprise IT awareness

• Information Security Proficiency

• Ability to look at situations from several points of view

• Ability to challenge and debate issues of importance to the organization

• Ability to delegate responsibilities effectively

• A strong commitment to high professional and ethical standards and committed to fostering a diverse workplace

• Excels at operating in a fast pace environment.

• Employee must have mobility and may occasionally drive or ride up to 200 miles to client sites or and/or other company offices.

• Employee must be able to handle difficult and complex client and work-related situations.

• Must possess excellent judgment, decision-making, and interpersonal skills. They must be self-driven and possess a positive mental attitude.

• Excellent written and verbal communication skills are essential, as well as excellent organizational, time management, and presentation skills.

• Must be able to effectively present information and respond to questions from clients, vendors and employees.

• Excellent computer skills and proficient in excel, word, and outlook.

• A demonstrated commitment to high professional ethical standards and a diverse workplace

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically, an office environment with adequate lighting and ventilation, and a normal range of temperature and noise level.

• Work assignments are diversified. Interpret, comprehend and apply complex material, data and instruction

• �· prepare, provide and convey diversified information.

• �· Minimal physical effort required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically with less than 10 lbs. (e.g., papers, books, files and small parts, etc.). Moderate dexterity �· regular application of basic skills (calculator, keyboard, hand tools, eye/hand coordination.

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.

EEO/Affirmative Action Employer -- M/F/Disability/Veteran