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Manager, Regional Service Delivery

Company: Ricoh Americas Corporation
Location: Harrisburg
Posted on: March 20, 2023

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.

    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.

    • 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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