Senior Services Operations Manager

Job description

Position Profile The Senior Services Operations Manager, Managed Services serves as the primary operational point of contact for assigned Global/Vertical customers, primarily across North America. This role oversees Ricoh employees—including individual contributors and managers—and is engaged from contract concept through account management and long‑term retention. Responsibilities include proactive communication with key customers, ensuring adherence to service performance standards, managing P&L reconciliation, driving strategic implementation, and fostering strong employee and customer relationships. The role administers operational best practices, mobilizes resources, and ensures all Service Level Agreements (SLAs) are achieved. Ultimately, this role safeguards customer retention through issue resolution, contract adherence, and delivering exceptional customer satisfaction. Job Duties and Responsibilities 1. Develops People 2. Customer Relations 3. Operational Effectiveness 4. Opportunity Identification 5. Finance & Billing - Promotes effective use of internal recruiting and selection processes to attract and hire talent. - Identifies employee training and development needs usi...