No experience
Employment Type:
Full time
Job Category:
Service Delivery Manager (Copier/Printer Fleet)
(This job is no longer available)
Grad Date

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Job Description


The Service Delivery Manager is the primary contact for solutions and services for accounts supported by Ricoh Managed Services Support Center" (RMSSC), a territory of Managed Document Services accounts or Major or Global Accounts that have need of a dedicated consultant. Focus should be on the employees, customers, and meeting profit objectives for each site within their territory. The SDM manages the delivery of Ricoh Enterprise Services for customers, which may include managing business document output devices (printers, copiers, and fax machines) at customer locations or remotely with a focus to maximizing uptime, utilization, and optimization and user satisfaction while minimizing costs. After insuring achievement of Service Level Agreements, the SDM is responsible for working with the customer to improve business processes through optimization and use of other Ricoh services. The SDM must possess an in-depth understanding of the client's requirements and domain, be IT centric, enabling communication with the Customer IT Department resources. Understands networks and utilize managed document services technology: Communicates account Business Process opportunities to the supporting sales and professional service teams. Assists other support team members in developing, implementing and managing ongoing fleet operations.


* 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.
* Communicates and works directly with Customer's IT department including senior IT leaders.
* Works with customer key Executives and Departmental Leaders to improve information workflow.
* Monitors and manages all facets of the Managed Print Services (MPS) strategy at customer location or other services as contracted.
* Analyzes all data to ensure that performance standards are maintained and customer requirements (contracted service levels) are consistently met.
* Recommends solution configurations to Sales and Customer.
* Supports the Account Manager(Operations Team) in accounts where managed document services is one of the provided services offerings by assisting in the management and reporting of business document input/output devices.
* Works independently or collaborates with account team members to rationalize the Customer fleet when included in scope of services.
* Engages internal and external resources to provide proactive maintenance, as well as ongoing maintenance to ensure Service Level Agreements are met.
* Works with customer's team to align Ricoh services provided with customer's business objectives, including identifying services and technology which Ricoh is able to provide to improve customer's business processes and help them meet customer goals.
* Acts as a consultant to customer in improving business processes through workflow enhancements and appropriate services.
* Supports other team members with implementation of the MDS solution. This may include 3rd party asset management software 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.
* Oversees and Monitors the just-in-time (JIT) parts and supplies procurement and distribution program, as well as an onsite inventory of key parts and supply items if applicable
* Monitors and manages activity to ensure service level agreements are met.
* Manages as appropriate other positions which may help in delivering the services which a customer is being provided by Ricoh.
* Responsible for management, coordination, tracking and reporting machine moves, machine removals, and new machine installations as it applies to the customer IMACD process
* Arranges for end-user training as necessary.
* Tracks asset lease expiration and/or projected end of service life dates, as required.
* Manages the collection of periodic meter readings, including review and validation. utilizing the AMR (Automated Meter reading) solution as needed.
* Completes month end closing and other necessary accounting functions.
* Maintains contract database accuracy in a variety of databases and generates/distributes appropriate periodic reports.
* Liaison for the customer in all matters concerning the services provided.
* 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 services and technology utilization to ensure that capabilities match the requirements of its actual use. Recommends ongoing optimization through proper deployment, replacement, user training, etc.
* Reports progress and performance to customer and Ricoh via a Monthly Management Report to 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.

QUALIFICATIONS (Education, Experience, and Certifications)

* Demonstrated Excellent Business Acumen
* Systems and IT literate -- understanding networks, security, print servers and print devices Experience in pre and post sales for outsourced or contracted services
* Strong financial awareness, monitoring, co-ordination and P&L ownership
* Vast experience of leading and managing teams, including matrix management Strong project management experience
* Asset management experience
* Requires basic Printer, Multi-Function Printer and Multi-Function Device knowledge.
* ITIL Certification or the ability to obtain Ricoh ITIL certification.
* Relevant 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
* Demonstrated ability of strong customer relationship skills, problem resolution and improved efficiencies and productivity
* Excellent communication and presentation skills at all levels including proven ability to interact with executive level management.
* Experience in consulting and solution design strongly desired.

Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled.

About Ricoh Americas Corporation

Ricoh Printing Systems America, Inc., formerly Hitachi Printing Solutions America, Inc., is an established world-class provider of advanced, high-end printing solutions engineered for industrial and specialty printing applications. A subsidiary of Ricoh Printing Systems, Ltd., RPSA is part of a leading global operation with customers in North America and Europe. Ricoh Printing Systems, Ltd. is the parent company of RPSA and an established manufacturer active in Japan and Asia. RPSA, with a 40 year legacy of innovations in digital printing, markets reliable high performance printers, software, supplies and professional printer services, designed to provide production printing and vertical market customers with superior printing solutions for a wide variety of applications. Long a formidable force behind the scenes in production printing Ricoh Printing Systems has supplied enterprises with millions of dollars worth of high end equipment to perform core business functions. With a large R&D investment RPSA,s Simi Valley engineering team and technical support personnel are dedicated to providing US-based customers with hands-on expertise and the ability to make product refinements to meet specific business demands.