Manager I, Regional Service Delivery
Ricoh Raritan, New Jersey, United States · $90K–$95K/yr
IT Services and IT Consulting · 10,001+ employees
About the role
The Manager of Regional Service Delivery oversees operational activities and service delivery for assigned global accounts within a specific region. They are responsible for managing direct and indirect teams, ensuring contractual objectives are met, and driving profitability and customer satisfaction.
What they look for
Requirements
Candidates should have at least 4 years of service delivery experience, preferably with enterprise or international accounts, and a minimum of 5 years in a management role. A four-year college degree is preferred, along with strong IT knowledge and proficiency in Microsoft Office and web-based platforms.
Benefits
Full description
$90,000 - $95,000 per year
Position Profile
The Regional Service Manager (RSM) serves as the operational leader responsible for executing the global service strategy within assigned regions. The RSM acts as the regional extension of the Globa Service Manager, ensuring contractual commitments, governance standards, SLA performance, and customer outcomes are successfully delivered across countries and local service organizations.
Key Responsibilities
Regional Service Delivery Leadership
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Own day-to-day service delivery performance within assigned region.
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Coordinate regional operational activities and resources.
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Govern country-level execution and service performance.
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Drive operational excellence and SLA attainment.
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Manage service risks and regional performance issues.
Customer & Stakeholder Management
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Manage operational customer relationships.
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Lead regional service reviews and operational governance meetings.
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Translate customer requirements into actionable operational plans.
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Build strong relationships with customer stakeholders and service delivery teams.
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Support customer satisfaction and service improvement initiatives.
Governance & Reporting
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Execute global governance processes within the region.
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Ensure adherence to contractual and service management standards.
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Own regional reporting, KPI tracking, and action-item management.
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Maintain visibility of service risks, issues, actions, and improvement plans.
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Support governance boards and service review processes.
Escalation & Incident Management
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Own operational escalations within the region.
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Coordinate major incident management and recovery efforts.
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Lead corrective action planning and follow-through.
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Escalate strategic risks and recurring issues to leadership when required.
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Ensure customer-impacting issues receive appropriate executive visibility.
Regional Performance & Continuous Improvement
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Monitor SLA, KPI, and operational performance trends.
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Identify service improvement opportunities.
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Coordinate suppliers, service partners, and operational teams.
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Support operational transformation and optimization initiatives.
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Drive accountability for action plans and service improvements.
Preferred Experience
Required
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5+ years in Service Delivery Management, Operations Management, Customer Success, IT Services, Managed Services, or Workplace Services.
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Experience managing geographically distributed service delivery teams.
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Experience leading customer-facing operational reviews.
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Experience with SLA, KPI, and governance reporting.
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Experience managing escalations and major service issues.
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Strong stakeholder management and communication skills.
Preferred
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Global or multi-country account management experience.
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Managed Services, Workplace Services, Device Lifecycle, Field Services, or IT Outsourcing experience.
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Experience working with suppliers and third-party service providers.
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Knowledge of ITIL or service management best practices.
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Experience in governance, continuous improvement, and operational transformation initiatives.
Core Competencies
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Customer Relationship Management
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Service Delivery Leadership
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Operational Governance
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Escalation Management
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Risk Management
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Executive Communication
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Data-Driven Decision Making
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Continuous Improvement
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Cross-Functional Leadership
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Supplier Management
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Presentation & Reporting Skills
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Strategic Thinking with Operational Execution Focus
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.
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.
