Manager I, Regional Service Delivery

Ricoh • Atlanta, GA

1d

About The Position

The Manager I, Regional Service Delivery, under the direction of the Global
Service Delivery Manager, is responsible for operational service delivery
activities for an assigned region (typically the Americas) for one or more
global customer accounts. With guidance from the Global Service Delivery
Manager, this role includes direct and indirect oversight of Ricoh
employees—local, remote, or international—and ensuring contractual objectives
are met. IT experience is desired to effectively communicate with customer IT
teams, understand networks, and utilize MDS technology and tools. This position
also requires strong stakeholder management capabilities, especially with
regional and external partners.

Requirements

• Four-year college degree preferred, or equivalent experience.
• Minimum 4 years of service delivery experience, preferably with enterprise or international accounts.
• Strong written, verbal, and presentation skills.
• Strong computer skills including web-based platforms, networks, and MS Office.
• Minimum 5 years of management experience preferred.
• Strong customer service skills with senior managers, executives, and C-suite.
• Frequent travel required, including occasional international travel.
• Extensive knowledge of global company policies, practices, and operational systems.
• Basic technology background (networks, security, print servers/devices).
• Basic printer/MFP knowledge.
• ITIL certification or ability to obtain Ricoh ITIL certification.
• Strong Excel skills including advanced formulas and pivot tables.
• Strong problem-solving abilities.
• Able to handle challenging customer situations.
• Detail-oriented with excellent communication skills.
• Able to communicate with all management levels, vendors, employees, and customers.
• Proficient in web-based presentations.
• Job process documentation and training capability.
• Adaptable with high flexibility and sense of urgency.
• Self-directed with strong initiative.
• Able to understand and follow instructions with varying complexity.
• Effective communication and feedback skills.
• Strong teamwork and relationship-building skills.
• Proven ability to manage virtual cross-functional teams.
• Team motivation and influence skills.
• Understanding of global marketplace and business practices.
• Strong project and time management skills.
• Knowledge of Ricoh organizations and structures.
• Experience driving change and implementing innovation.
• Systems, IT, and ITIL literacy.

Nice To Haves

• PMP certification preferred but not required.

Responsibilities

• Responsible for overall operational service delivery and management of assigned accounts across countries within the region.
• Identify and communicate additional services and business process opportunities to Sales Teams.
• Responsible for target services revenue, gross profit, and contribution.
• Support customer global operation strategy by collaborating with key internal and external team members to implement initiatives in assigned region.
• Learn and apply RGSA (Ricoh Global Services America) processes, tools, and best practices.
• Develop and demonstrate strategic knowledge of Ricoh and navigate internal structures and functions.
• Ensure timely execution of global program initiatives aligned with quality requirements.
• Facilitate regular internal communication with relevant functional areas (Sales, PS, TS, MS, etc.).
• Improve performance, productivity, efficiency, and profitability through implementation of best practices.
• Ensure certification completion, service delivery standards adherence, and continuous improvement.
• Act as support interface to external global contractors for performance management.
• Support and adhere to Core Team processes including Account Charter, RAMP, Ricoh Service Excellence, and CAD.
• Oversee onboarding support processes (order management, billing, tech services, enterprise services) to meet customer expectations.
• Participate in creation and management of implementation plans for assigned accounts.
• Contribute to reporting packages based on customer requirements.
• Support and adhere to change management strategies aligned with business goals.
• Provide strategic development for direct and indirect employees within the global account portfolio.
• Promote effective use of recruiting and selection processes to attract talent.
• Identify training and development needs through competency assessments and Ricoh training.
• Arrange assignments and training to enhance team development and satisfaction.
• Analyze complex problems, identify root causes, and determine optimal solutions.
• Establish goals, clarify roles, and hold internal/external team members accountable.
• Collaborate with leaders, team members, and customers to implement solutions.
• Monitor, evaluate, and recognize employee performance using recognition programs.
• Create high-performing teams through feedback, recognition, and compensation management.
• Address performance issues while establishing improvement steps.
• Empower team members to solve problems and drive creative solutions.
• Provide global and international business leadership.
• Build and maintain strategic customer relationships.
• Maintain education on new products/services to identify growth opportunities.
• Serve as the customer advocate and direct cross-functional teams to prioritize value-added actions.
• Identify service delivery gaps and adjust processes within client or Ricoh frameworks.
• Own resolution of account issues to ensure customer satisfaction.
• Lead meetings with key customer contacts regarding obligations, initiatives, and strategic planning.
• Create, manage, and document contractual deliverables.
• Validate new opportunities and mobilize resources for timely execution.
• Participate in team selling models and interface with Global/Regional teams.
• Ensure global profitability of assigned accounts, creating action plans for missed targets.
• Oversee billing accuracy and work with A/R to resolve collection issues.
• Perform other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager