Senior Services Operations Manager, Managed Services

About this role

Job Description
Senior Services Operations Manager, Managed Services
Position Profile
Senior Services Operations Manager, Managed Services
The Senior Services Operations Manager serves as the primary operational point of contact for assigned Global and Vertical customers—primarily in North America. This role oversees Ricoh employees, including both individual contributors and managers, and is engaged from contractual concept through ongoing account management and retention.


The Manager ensures proactive communication with key customers to maintain agreed-upon performance standards at both local and national levels. Responsibilities include P&L reconciliation, strategic program implementation, employee relations, and customer relationship management.


This position administers operational best practices and service implementation, ensuring alignment to Service Level Agreements (SLAs) through cross-functional integration. The Manager is responsible for customer satisfaction, contract adherence, issue resolution, and overall business retention.


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 using competency assessments and Ricoh training resources for both direct and indirect EAO staff.
• Arranges assignments and development opportunities to enhance team skills and job satisfaction.
• Coaches and develops up to 200 direct and indirect employees across the enterprise portfolio.
• Establishes goals, clarifies responsibilities, 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 performance using the Ricoh Recognizes program.
• Builds strong performing teams through effective feedback, recognition, and compensation management.
• Addresses perfor...