At a Glance
- Tasks: Lead service management strategy and improve operational excellence across Ricoh's technology services.
- Company: Ricoh, a global leader in digital services with a people-first culture.
- Benefits: Meaningful work, flexible hours, career growth, and community impact opportunities.
- Other info: Inclusive workplace with a commitment to sustainability and personal development.
- Why this job: Join a forward-thinking team and make a real difference in technology service management.
- Qualifications: Leadership experience in IT service management and strong analytical skills.
The predicted salary is between 75600 - 92400 £ per year.
About Ricoh
A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025. At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.
Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.
This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference. When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.
What you will be doing
As Head of Intelligent Applications Operations, you will be accountable for the performance and continuous improvement of service management across Ricoh’s enterprise technology portfolio. You will establish the standards, governance and performance measures that underpin operational excellence, ensuring clear alignment between product outcomes, service performance and business expectations.
A major focus will be evolving our approach from reactive service management towards more proactive and intelligent operations, using automation, AI, data and knowledge to identify issues earlier, reduce manual effort and continuously improve the experience delivered to our users and customers. You will also provide strong governance across internal teams, technology partners and suppliers, creating clear accountability for the quality and performance of the services they provide.
Core Responsibilities:
- Define and lead the service management strategy and operating model across Ricoh’s enterprise technology services.
- Establish service standards, policies, controls and operating procedures that support consistent and high-quality service delivery.
- Define, manage and continuously improve SLAs, OLAs, XLAs and operational KPIs, creating greater transparency around service performance.
- Ensure alignment between product outcomes, service performance and business expectations.
- Drive improvements in service availability, reliability and customer and user experience.
- Lead effective problem management and root-cause elimination, reducing recurring incidents through proactive operational improvements.
- Champion the adoption of AI, automation and proactive monitoring to improve service outcomes and identify issues before they impact users.
- Reduce manual operational effort through automation, self-service and knowledge-driven support.
- Establish effective service transition and operational readiness practices, ensuring new products, services and changes move successfully into live operation.
- Provide strong governance across external suppliers and technology partners, ensuring clear ownership, performance and accountability.
- Use service performance data and insight to identify opportunities for continuous improvement.
- Work closely with Product Management, Product Engineering and other technology teams to ensure operational considerations are embedded throughout the product lifecycle.
- Build a culture of service excellence and continuous improvement, ensuring operational maturity develops alongside the increasing complexity of Ricoh’s technology environment.
You will ideally have
We are looking for an experienced service management leader who can combine strong operational disciplines with a forward-thinking approach to technology service management. You will ideally bring:
- Significant leadership experience across IT Service Management, Service Delivery, Technology Operations or Enterprise IT.
- Strong knowledge of modern service management principles and frameworks, ideally including ITIL.
- Experience defining and managing SLAs, OLAs, XLAs, service KPIs and performance frameworks.
- Strong experience across incident, problem, change and service improvement disciplines.
- A track record of improving the availability, reliability and operational performance of complex enterprise technology services.
- Experience introducing or scaling automation, AI, proactive monitoring and intelligent operations within a service environment.
- Strong understanding of service transition and operational readiness within modern product and DevOps environments.
- Experience managing major technology suppliers and establishing effective service governance and accountability.
- Strong analytical capability, with the ability to turn operational performance data into meaningful insight and action.
- Excellent stakeholder management skills and the ability to build confidence with senior business and technology leaders.
- A customer-focused mindset with a passion for improving both business and user experience.
- The ability to lead cultural and operational change across complex, international or matrix organisations.
In return for your commitment, you can expect
At Ricoh, work should feel meaningful, supportive and fulfilling. The Ricoh Promise shapes your experience through four pillars that bring our culture to life.
- Love to Connect: You become part of a global community built on openness, inclusion and genuine collaboration.
- Love to Grow: Your development truly matters to us. With access to learning pathways, mentoring and career opportunities across functions and countries, you'll be supported to stretch your skills, explore new directions and stay future-ready in a changing world.
- Love to Give Back: Purpose is part of how we work. You'll have opportunities to make a difference through volunteering, sustainability initiatives and community programmes that reflect our shared values and commitment to positive impact.
- Love to Succeed: Success at Ricoh is something we pursue together. You'll benefit from fair rewards, flexible working, wellbeing resources and real recognition - including programmes such as the Imagine. Change. Awards, where colleagues celebrate each other's achievements.
We are an equal opportunities employer. We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.
Ready to love what you do? Apply now and help us shape what comes next.
Head of Intelligent Applications Operations employer: Ricoh
Ricoh is an exceptional employer that prioritises a people-first culture, fostering an inclusive environment where employees can thrive and make a meaningful impact. With a strong commitment to professional development, flexible working arrangements, and a focus on sustainability, Ricoh empowers its workforce to grow and succeed while contributing to a better future. Join us in a collaborative atmosphere that values your voice and encourages innovation across our European operations.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Intelligent Applications Operations
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Ricoh values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Ricoh might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Ricoh!
✨Direct Apply to Ricoh
Let's not forget to apply directly through the Ricoh website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Head of Intelligent Applications Operations
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Ricoh.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Ricoh. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Ricoh
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
