Senior Operations Manager

Senior Operations Manager POSITION PROFILE

The Senior Services Operations Manager, Managed Services functions in a leadership role as operational point of contact to assigned Global/Vertical customers, primarily in North America.

Directly responsible for oversight of Ricoh employees, including individual contributors and managers. Is engaged from contractual concept or assignment through account management and retention.

Responsible for proactive communication with key customers to ensure that expected and agreed to standards of performance are being met and continually improved upon locally and nationally. Responsible for P&L reconciliation, strategic implementation, employee development and retention for designated clients.

Administers the implementation process and operational best practices by engaging in the necessary resources and high levels of functional integration to ensure the attainment of all Service Level Agreements. Responsible for business retention through customer relationships, managing issues, contract adherence and ensuring customer satisfaction.

A focused role to include digital & data fluency (analytics, service data, cost-to-serve), AI-augmented operations and automation literacy, complex multi-site P&L and contract management, change and transformation execution, ecosystem/vendor management, and operational risk and resilience management.

Job Duties and Responsibilities Develops People

• Accountable to attract and retain talent Identify employee training and development expectations through formal competency assessments and Ricoh training offerings to achieve proficiencies for direct and indirect resources.
• Arranges assignments, training and other experiences to build team members’ learning, development and job satisfaction.
• Coach and develop of up to 100+ employees within account portfolio.
• Establishes goals, clarifies roles and responsibilities and holds work group members (Internal/External) accountable.
• Collaborates with other leaders, team members, and internal or external customers to implement a solution or initiative.
• Continually monitor, evaluate and recognize employee excellence leveraging the Ricoh Recognizes program.
• Creates strong performing teams through effective feedback, recognition and compensation management.
• Confronts performance issues and collaboratively establishes steps for improvement including the courage to take corrective action when necessary.
• Serves as a mentor to team members and leads by example.
• Sets expectations and empowers others to solve problems and facilitates discussions that generate creative solutions and removes obstacles to necessary process changes.

Operational Effectiveness

• Establishes and maintains program.
• Responsible for management of revenue and associated gross profit and contribution.
• Supports customer global operation strategy by collaborating with key internal and external team members to implement the solution or initiative.
• A SME in the Service Delivery vertical portfolio standards; tools, processes and best practices.
• Ensure that all Service Delivery vertical portfolio initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practices.
• Demonstrates working knowledge of Ricoh and possesses an ability to navigate internal structure.
• Responsible for identifying, improving performance, productivity, efficiency and profitability through effective best practices.
• Inspect and ensure execution of certification, adherence to service delivery standards and identify areas for continuous improvement.
• Participate in the creation and management of implementation plans for assigned clients.
• Focus on eliminating performance penalties, P&L growth, GP improvement, and contract compliance.
• Introduce outcome-based KPIs alongside SLAs.
• Drive to technical solutions to improve margin.
• Operational risk and resilience management.
• Strategic operations alignment to digital services.
• Ecosystem/vendor management.

Opportunity Identification

• Maintains a continuing education of new products and services to identify service growth opportunities.
• Validate new opportunities, bring resources and tools to assure execution in a timely fashion as it relates to labor.
• Ensures profitability of all assigned accounts down to individual site locations. Identifies sources of poor profitability; works with appropriate resources to make changes and restore profitability.
• Scope Creep of doing free services (identify, quantify, and eliminate non-contracted work).
• Customer value and outcome engineering.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

• Requires 4 year college degree or equivalent experience.
• 3 - 5 years management experience required.
• 2+ years of project management experience strongly preferred.
• Ability to learn and master industry specific applications.
• ITIL Fundamental Certification preferred.
• ITIL 4 (preferred).
• PMP (preferred).
• Lean Six Sigma (preferred).
• AI/Automation fundamentals.
• Change Management.
• A proven track record in marketing new products and services including standard and advanced services & solutions.
• Must have a proven track record of relationship building with both internal and external customers.
• Must have a demonstrated high-level knowledge and understanding of technology (networks, security, print servers and print devices).

KNOWLEDGE, Skills And Abilities

• Ability to communicate both orally and in writing and to effectively communicate with all levels of management, outside vendors, employees, and customers.
• Strong ability for self-direction and shows a high degree of initiative.
• Strong customer relations skills.
• Project management experience.
• Ability to prioritize.
• Must be highly motivated and able to handle multiple assignments and operate effectively in a fast-paced environment.
• Ability to utilize standard software applications.
• Well versed and visibly displaying problem solving skills.
• Well versed and visibly displaying knowledge of products & services.
• Well versed and visibly displaying analytical skills.
• Executive business skills and negotiation.
• Digital & data fluency (analytics, service data, cost-to-serve).
• AI-augmented operations and automation literacy.
• Complex multi-site P&L and contract management.
• Change and transformation execution.
• Customer value and outcome engineering.
• Skills-based workforce planning and reskilling.
• Well versed and visibly displaying the skill or knowledge to independently support the following; PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, Vertical Knowledge/Training for applicable accounts.
• Proficient as the result of experience, consistent use and/or some training within the following; PMO, RGSA, Assessment Management, Managed Services P&L, RFI/RFP, eBusiness, technology deployment, Vertical Knowledge/Training for applicable accounts.

Working Conditions, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
• Work has cyclical stress due to frequent goals and deadlines, and daily stress due to the responsibility associated with the incumbents’ decisions, outcomes and potential outcomes.
• Work is mostly sedentary, but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs. (e.g., papers, books, files and small parts, etc.).
• Requires moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools).
• Requires periodic visits to customer sites that may or may not be serviced 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.