Sr Service Delivery Manager.MS Ops.US
Ricoh Electronics, Inc. - Baton Rouge, LA

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POSITION PROFILE

The Sr. Service Delivery Manager is responsible for managing the MDS operations for contracted client locations within a territory. Focus should be on the employees, customers, and meeting profit objectives for each site within their territory. Directly/indirectly responsible for the management of employees. Responsible for the management of a customer's fleet of business document output devices (printers, copiers, and fax machines) with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. Additionally, must be IT centric, enabling communication with the Customer IT Department resources. Understand Networks and Utilize MDS technology: TRAC, FMAudit, Oracle and various PS tools. Communicate account Business Process Opportunities to the Sales and Professional Service Teams. This position is a key member of the marketplace operations management team.

JOB DUTIES AND RESPONSIBILITIES

Communicates and works directly with Customer's IT department including senior IT leaders

Monitors and manages all facets of the Managed Document Services (MDS) program at customer location

Analyzes all data to ensure that RICOH performance standards are maintained and customer requirements (contracted service levels) are consistently met

Recommends asset configurations to Sales and Customer

Supports the Integrated Account Manager in accounts where MDS is one of the provided service offerings by assisting in the management and reporting of business document output devices

Works independently or collaborates with account team members to rationalize the Customer fleet and drive towards the Business Process Optimization opportunities

Engages RICOH and/or third party resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met

Interfaces with Senior Management to recruit, hire and train site employees

Responsible for effective implementation and management of Service Excellence

Ensures quality and productivity standards are being met by employees

Develops and implements new processes needed while communicating with Senior Management

Coordinates month end closing and other necessary accounting functions

Supervises staff through continual communication and performance management; reacts to personnel performance issues

Develops & implements manpower plans & executes recruitment strategies to fill staffing needs

Creates a customer-focused environment

Keeps actively involved with customer presentations and validation

Gathers necessary information for preparations & creation of the pro-forma & the proposed sites

Maintains knowledge of new products and services that pertain to outsourcing solutions

Cultivates relationships with key contacts within assigned account base

Supports the Area Program Process Manager (APPM) and/or Managed Services Analyst with implementation of the MDS solution. This may include TRAC/FMAudit implementation, equipment installation, asset tagging, setting supply inventory par levels, asset validation and process creation/documentation

Supporting interface to outside contractors for management of performance issues

Responsible for the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items

Responsible for Call/Support Center activity to ensure service response requirements are met

Responsible for coordination, tracking and reporting machine moves, machine removals, and new machine installations

Assists with end user training for equipment installations

Responsible for tracking machine lease expiration and/or projected end of service life dates, as required

Responsible for the collection of periodic meter readings, including review and validation

Responsible for the contract database accuracy for the TRAC Solution, FMAudit and Oracle databases and generates/distributes appropriate periodic reports

Liaison for the customer in all matters concerning the fleet

Engages with customer's facilities team, IT group, etc. to ensure proper implementation and post-installation support is provided

Conducts periodic customer satisfaction surveys to include Key Contact and End User surveys. Provides summary, analysis and action plan for all survey results

Analyzes fleet utilization to ensure that each machine's capabilities match the requirements of its actual use. Recommends ongoing fleet optimization through machine deployment, machine replacement, user training, etc

Reports progress and performance versus MDS Strategy to customer and RICOH via the Monthly Management Report to include TRAC reports, Service Level Agreement performance and any customer specific reporting requirements

Provides ongoing feedback for further strategy development, enhancement, correction, and deployment of strategy

Provides metrics and trend reporting to the Sales Team in support of the Annual Customer Strategy and Quarterly Review process

Conducts implementation of national launch programs/processes including field training.

Performs other duties as assigned

Requirements

QUALIFICATIONS (Education, Experience and Certifications)

Technology Background -- understanding networks, security, print servers and print devices

Requires a minimum 3 years manager experience

Requires a minimum of 1-year project management experience

Requires a minimum of 1-year TRAC experience

Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge

ITIL Certification or the ability to obtain Ricoh ITIL certification

Requires a four-year college degree and/or equivalent experience in a related field

Requires strong computer skills including knowledge of web-based software platforms, networks and MS Office Suite

Strong customer service skills

Strong communication and presentation skills

"Digital Store Front" experience a plus.

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