Service Operations Manager - Service Delivery

Change your job, change your workplace, change your future. We are actively building diverse teams and welcome applications from everyone.

Located: Field Based - North West

Package: Competitive salary, car allowance, bonus and additional benefits (Ricoh operate a vibrant working policy giving you flexible hybrid working options).

About Ricoh: Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools. Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative, enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

As the Site Services Operations Manager, you will provide business leadership, strategic direction and management of a Managed Services Team to own and drive the strategic development and implementation of scalable and cost-effective Managed Services annuity based services.

Key Responsibilities:

• Setting Customer specific Managed Service strategy by understanding and aligning both the Customers strategic business objectives with Ricoh’s strategic direction.
• Creating a strategic plan around development of annuity service opportunities by bringing both strategies together, creating win-win opportunities which deliver business growth within the account and contribute to overall Service-led growth for Ricoh.
• Provide leadership and direction to ITS Managed Service onsite Service Delivery Managers and Operational Managers by the use of good practices such as PDPs, appropriate training, communications, health & safety etc to ensure high employee satisfaction, trust and engagement and levels of expertise meet the current and future needs of the Business, and to ensure effective succession planning.
• SLA compliance for onsite teams/resources to fulfil contractual agreements and act as first point of escalation for Customers for operational performance issues.
• Ensure all onsite resources and teams operate to ITIL standard and have up-to-date skills and accreditations as per Customer requirements.
• Responsible for managing direct costs associated with Customer Managed Service, maintaining profitability at all times.
• Deliver Service performance reporting and monthly/quarterly/annual Service Review processes in line with contractual commitments.
• Liaise with Service Operations Centre Supplier Management function to monitor and manage 3rd party supplier performance within owned Managed Service Customers to deliver contractual SLAs.

You will ideally have:

• ITIL Professional v4 (preferred, not essential).
• Experience at delivering outsourced IT Managed Services.
• People management skills – ability to lead, develop, coach, motivate and handle conflict.
• Negotiation and influencing skills.
• Experience of full P&L Management.
• High level of presentation skills, for undertaking presentations to both internal and external customers and the senior management team.
• Excellent people management skills, to lead, motivate, develop and coach.
• Conflict resolution skills, strong negotiation/influencing skills and excellent analytical skills.
• Good working knowledge of both project management and process improvement methodologies.

In return for your commitment, we can offer you:

• Excellent package with solid basic, strong bonus and company benefits including a competitive holiday entitlement, two days special leave per annum for volunteering, additional holiday purchase scheme.
• Flexible retirement plan.
• Wellbeing schemes to support your physical, emotional and financial health including Employee Assistance Programme, financial protection, life cover and will writing, medical protection, gym, travel and retail discounts, and more.
• Company car / car allowance (role-specific), cycle to work scheme.

Our values encourage us to constantly improve and contribute to the wellbeing of all stakeholders, including our customers, employees and society. For our leaders, we deliver training and mentorship to ensure our managers can positively contribute to our company culture, with inclusive behaviours that are aligned to our values.

We are an equal opportunities employer. We are open to discussing adjustments to the recruitment process if needed. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief. Striving for inclusion and diversity isn’t just the right thing to do. Diverse approaches, perspectives and experiences make us more innovative, lead to better decisions and help us better understand the needs of our customers.

To empower you to bring your full identity to work, we have employee-led affinity groups in LGBTQ+, gender and ethnicity that allow members to explore issues and challenges surrounding shared identities, experiences and beliefs.