Service Delivery Manager

Job description

The position is also responsible for people management activities, including but not limited to hiring, coaching, performance management, development, corrective action, and termination. Responsibilities: - Participate as part of a team delivering Ricoh Managed Document Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at designated customer locations, following Ricoh delivery standards. - Deliver agreed service levels (as defined in the customer SLA) and work closely with the customer Help Desk to monitor and manage service issues and escalations. - Troubleshoot and resolve printer-related and non-printer-related issues (e.g., drivers, network, operating systems) through on-site visits and/or remote tools. - Provide first-response troubleshooting for print-related issues at staffed locations. - Resolve printer-related issues or escalate to appropriate Ricoh support channels as required. - Collaborate with the customer’s Level I Help Desk to ensure timely issue resolution. - Conduct training sessions for end-users to drive adoption and maximize usage of installed technology. - Manage Ricoh incident tickets within the customer’s servi...