Manager, Regional Service Delivery
Company: Ricoh Americas Corporation
Location: Harrisburg
Posted on: March 20, 2023
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Job Description:
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.
POSITION PROFILE
The Regional Service Delivery Manager, under the direction of the
Global Service Delivery Manager, is responsible for service
delivery/operational activities for an assigned Region (typically
the Americas) for one or more Global customer accounts. With
guidance from the Global Service Delivery Manager, focus should be
on, direct/indirect responsibility for the oversight of Ricoh
direct and/or indirect employees, whether local or remote,
including in other countries and meeting contractual objectives for
the assigned accounts. Additionally, IT experience is desired,
enabling communication with the Customer IT Department resources,
understanding networks and utilizing MDS technology and tools. Also
Responsible for stakeholder management, particularly Regional
stakeholders and others external to the organization.
JOB DUTIES AND RESPONSIBILITIES
Responsible for overall operational services delivery and
management of assigned account across countries associated with
assigned region.
Identify and communicate additional services and Business Process
Opportunities to the Sales Teams.
Responsible for target Services 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 in assigned Region.
Knowledge/ability to learn RGSA (Ricoh Global Services America)
processes, tools and good practices and how to implement in
collaboration with Global Accounts.
Develops and demonstrates a strategic knowledge of Ricoh and
ability to navigate and utilize Ricoh's various internal structure
and functions.
Ensure that all global program initiatives are executed in a timely
manner and in alignment with quality requirements by utilizing
program tools and good practices.
Facilitates a regular cadence for internal communications (Good
Practices, Challenges, and Opportunities) with all appropriate
functional areas (sales, PS, TS MS etc.).
Responsible for improving performance, productivity, efficiency and
profitability through the engineering/reengineering and
implementation of effective good practices and strategies.
Inspect and ensure execution of certification, adherence to service
delivery standards and continuous improvement.
Acts as support interface to outside Global Contractors for
management of performance issues.
Supports and adheres to Core Team processes - Account Charter, EAO
Ricoh Account Management Playbook (RAMP), Ricoh Service Excellence,
operational strategy and internal and external CAD for assigned
accounts.
Oversight of Ricoh's on-boarding support processes (order
management, billing, tech services, enterprise services) in
relation to customer expectation & satisfaction.
Participate in the creation and management of implementation plans
for assigned accounts.
Contributes to applicable reporting packages based on customer
requirements.
Support and adhere to change management strategies that support
Ricoh's short and long term business strategies.
Provides strategic development for direct and indirect management
of employees within global account portfolio.
Promotes effective use of internal recruiting and selection process
to attract and hire 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.
Uses several methods to analyze complex problems, identify root
cause and determine optimal solutions in the resolution of account
issues to ensure complete customer satisfaction.
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 high performing teams through effective feedback,
recognition and compensation management.
Confronts performance issues and collaboratively establishes steps
for improvement including managerial courage and the ability to
make appropriate and necessary decisions.
Sets expectations and empowers others to solve problems and
facilitates discussions that generate creative solutions and
removes obstacles to necessary process changes.
Partner and provide global and international business leadership
and management.
Develops strategic relationships beyond initial contact to build
foundation for customer partnership.
Maintains a continuing education of new products and services to
identify and apply knowledge to service growth opportunities.
Advocate as voice of the customer by directing cross-functional
teams to quickly prioritize actions that create value and enhance
customer partnership.
Identify gaps in service delivery and adjust process documentation
to work within the client or Ricoh framework.
Owns the resolution of account issues to ensure optimal customer
satisfaction.
Leads and (facilitates) meetings with key customer contacts
inclusive of contractual obligations, current initiatives and
strategic business planning .
Create, manage and document contractual deliverables to ensure
alignment with customer satisfaction and continuous improvement
.
Validate new opportunity, bring resources and tools to assure
execution in a timely fashion.
Participate in team selling model in support of US and OUS
activities. Interface with other Global/Region teams in support of
customer.
Ensures global profitability of all assigned accounts down to
individual OpCo's. Creates action plans for missed profit targets
and poor financial performance to restore profitability.
Oversees billing and ensures accuracy for assigned accounts.
Escalates concerns to the appropriate resource. Works with A/R to
resolve collections issues with assigned customers.
Performs other duties as assigned
QUALIFICATIONS (Education, Experience, and Certifications)
Four-year college degree preferred, or equivalent experience in a
related field
Minimum 4 years of Service Delivery Experience, preferable with
supporting Enterprise or International Accounts
PMP certification is desired but not required
Strong written and verbal communication and presentation
skills.
Requires strong computer skills including knowledge of web-based
software platforms, networks and MS Office Suite
Prefer a minimum 5 years manager experience or equivalent
Strong customer service skills including senior managers,
executives and c-suite levels
The position may require frequent travel including occasional
international travel.
Extensive knowledge of Global company policies, practices and
operational systems is required
Technology Background - basic level understanding networks,
security, print servers and print device
Requires basic Printer, Multi-Function Printer and Multi-Function
Device knowledge
Ricoh is an EEO/Affirmative Action Employer --
Minorities/Women/Protected Veterans/Disabled.
Pay rate range [80,000k - 85,000k]
Click Here to view Ricoh USA Benefits
(https://www.ricoh-usa.com/en/about-us/careers)
Keywords: Ricoh Americas Corporation, Harrisburg , Manager, Regional Service Delivery, Executive , Harrisburg, Pennsylvania
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