Manager II, Global Service Delivery

Manager II, Global Service Delivery

$96,200 - $125,970 per annum

POSITION PROFILE

The Global Service Delivery Manager is accountable for managing service delivery/operational activities of 5 complexity contracts for one or more Global customer accounts. 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 senior executive stakeholders and others external to the organization.

Job Duties and Responsibilities

�· Responsible for overall operational services delivery and management of assigned account across countries and regions.

�· Identify and communicate additional services and Business Process Opportunities to the Sales Teams.

�· Responsible for Target (approximately $2 to $15 Million) Services revenue and associated gross profit and contribution.

�· Drives customer global operation strategy by collaborating with key internal and external team members to implement the solution or initiative.

�· 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.

�· Implementation of the 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.

�· Establish and identify applicable reporting packages based on customer requirements.

�· Implement 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 creating and 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

�· Strong customer service skills including senior managers, executives and c-suite levels

�· Minimum 4 years of global account experience with other global (RGSx regions) and OpCos

�· PMP certification is preferred 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

�· Strongly 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 �· high level understanding networks, security, print servers and print device

�· Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge

�· ITIL Certification or the ability to obtain Ricoh ITIL certification

KNOWLEDGE, Skills And Abilities

�· Problem Solving

�· Ability to effectively handle challenging customer situations

�· Detail-oriented

�· Excellent verbal and written communication skills in positive and negative circumstances

�· Ability to effectively communicate with all levels of management, outside vendors, employees, and customers

�· Proficiency in Web based presentation

�· Job process documentation and training.

�· Ability to adapt to changing situations

�· High degrees of flexibility, high motivation and a strong sense of urgency

�· Self-directed and shows a high degree of initiative

�· Ability to prepare, review and understand general instructions with diverse levels of information ;

�· Ability to establish effective communication with co-workers and customers by encouraging open and honest communication, receiving and giving feedback

�· Ability to work in a team environment by maintaining positive, productive relationships with co-workers, management, sales and production departments.

�· Proven capability in people management (especially managing "virtual" cross-functional teams)

�· Ability to motivate individuals and groups, influencing direct and indirect team members

�· Understanding of the Global marketplace and the variances in global business practices

�· Project Management skills

�· Time Management skills

�· Understanding of Ricoh entities and structure

�· Experience in driving change and implementing innovative approaches

�· Systems. IT, ITIL literate

Working Conditions, MENTAL aND PHYSICAL DEMANDS

�· Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.

�· Work has cyclical stress due to frequent goals and deadlines, and daily stress due to the responsibility associated with the incumbents' decisions, outcomes and potential outcomes.

�· Work is mostly sedentary, but does require walking, standing, bending, reaching, lifting or carrying objects that typically weight less than 10 lbs. (e.g., papers, books, files and small parts, etc.).

�· Requires moderate dexterity; regular application of basic skills (calculator, keyboard, hand tools)

�· Requires periodic visits to customer sites that may or may not be serviced by public transportation.

�· Overnight travel required.

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.