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Position Profile

The Senior Manager II, Global Service Delivery is responsible for leading and consulting on high-complexity service delivery initiatives for global clients across multiple countries. This role involves direct and indirect oversight of Ricoh employees (both local and remote), aligning with program objectives and operational excellence.

This position requires IT expertise to facilitate communication with customer IT departments, understand network architecture, and effectively leverage Ricoh MDS technology. Experience in program and project management is also key, with the potential to lead a global program office comprising several concurrent projects.

Key Responsibilities

+ Lead operational service delivery for assigned global accounts.

+ Manage approximately $20M in services revenue and associated profitability.

+ Identify and communicate business process and service enhancement opportunities to Sales.

+ Ensure timely execution of program initiatives in alignment with quality expectations.

+ Serve as the strategic lead for customer global operations, collaborating across teams.

+ Implement and follow Ricoh Global Services America (RGSA) processes and tools.

+ Drive performance improvement through process reengineering and strategic planning.

+ Monitor service delivery standards, certification adherence, and continuous improvement.

+ Oversee account-specific onboarding, billing, tech services, and customer satisfaction processes.

+ Support global customer relationship management and lead strategic business planning meetings.

+ Recruit, develop, and manage cross-functional and virtual teams.

+ Promote employee recognition, feedback, and continuous development.

+ Own the resolution of account issues to maintain high customer satisfaction.

+ Ensure billing accuracy, profitability, and resolve A/R and collections issues as needed.

+ Lead a portfolio of programs and projects including resource balancing and progress tracking.

Required Qualifications

+ Education: MBA or equivalent experience in a related field.

+ Experience:

+ Minimum 5 years of management experience

+ At least 1 year of project management experience

+ Certifications:

+ AWS, ITIL (or ability to obtain Ricoh ITIL certification)

+ Project Management certification (PMP or equivalent) preferred

+ Technical Skills:

+ Solid understanding of networks, security, print servers, and devices

+ Experience with MS Office Suite and web-based tools

+ Familiarity with printer/MFP/MFD operations

Knowledge, Skills, and Abilities

+ Strong customer service skills, including interaction with executive-level stakeholders

+ Excellent problem-solving and communication skills

+ Experience managing global or virtual cross-functional teams

+ Effective time management, project management, and change management

+ Ability to motivate, lead, and develop high-performing teams

+ Knowledge of global business practices and Ricoh structure

+ Detail-oriented with ability to adapt to fast-paced environments

Working Conditions and Demands

+ Up to 60% travel (domestic and international)

+ Mix of office work and off-site customer visits

+ Frequent deadlines and workload pressures

+ Ability to manage stress and adapt to dynamic situations

+ Occasional physical activity such as standing, walking, lifting (under 15 lbs)

Additional Information

This job description outlines the general nature of the role and is not a comprehensive listing of all responsibilities. Additional duties may be assigned as needed to support the success of the team and organization.

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.