Job TitleProvides leadership over assigned territory as well as direction over how managed print and fleet management services are implemented, operationalized, and delivered by RICOH Services Delivery resources for a region and/or industry domain. Provides oversight and expertise to Area and Enterprise management teams by delivering program tools and processes that drive field service execution, account retention, services expansion, attainment of business objectives, and customer satisfaction.Job duties and responsibilities include:Accountable for the program oversight of MPS delivery standards and performance. Collaborates with direct and indirect field management to implement remediation actions that improve MPS field delivery performance.Responsible for compliancy of MPS performance and rate of performance (practices in place, performance audit and certification results, etc.) of their territoryAccountable for the development and deployment of standard operating procedures used by remote and onsite employees (PSS, PFM, SDS, SDM, RAM, GSDM) to successfully deliver fleet management and managed print servicesResponsible for managing team of 6 -- 10 Service Governance ManagersResponsible for the direction and successful deployment of MPS implementation resources and activitiesResponsible for escalating service issues through area/enterprise leadershipCollaborates with all levels of RUS Service Delivery resources to ensure the consistent delivery of MPS in a manner that meets RICOH business and customer satisfaction objectivesInteracts with any aspects of pre or post sale stakeholders and leadership to support, advise, inspect, consult, approve, and training relative to all aspects of MPS operational delivery and processesHolds field delivery and leadership accountable for using approved MPS standard operating procedures and guidanceResponsible for the design and/or execution of strategies that promote the sharing of field employee's knowledge and best practices amongst their peers (MPS Community)Creates mechanisms for monitoring the productivity, performance, and profitability of MPS operational and implementation activitiesManages individual project and Program Team budgets to utilization targets, billable, non-billable, and/or expense goalsEscalates any performance issues through direct staff managementServes as the Managed Services MPS sponsor communicating program policies and capabilitiesManages staff to ensure customers receive quality support and deliverables including Functional Design Documents, SOWs, Mid-Term Assessment Findings - Recommendations, implementation - project plans, proposals, forecasts, and other output.Coordinates with Sales and Design counterparts monitoring pipeline activity and scheduling implementation resources appropriatelySubject matter expert relative to the MPS program, services and hardware/software technologies covering multiple teams in a wide geographyDevelops CAD documents and Plans of Action for long term projectsAssists strategy development for large net new and expansion opportunitiesInitiates and cultivates strong business partnerships across the organization in support of national and global program initiatives and to identify business needs and solutionsFacilitates collaborative problem solving strategies to resolve operational and customer issues through effective communication with all levelsSeeks to increase profit and drive financial results through effective service and supply management; labor and hardware optimization; expansion of services; and continuous improvement opportunities.Provides overall program reporting and regular account reviews to senior leadershipDaily interaction with Service Delivery staff to provide support and directionLeads efforts to incorporate and operationalize RICOH product and service portfolio items supporting MPSImplements and/or supports national training initiatives including the development of focused material, leveraging existing courseware, establishing training goals, facilitating delivery, and providing feedback on training needs and goal achievementActively participates in quarterly business reviews, Area/Enterprise/Global strategy sessionsIdentify solution delivery gaps and opportunities; develop and execute plans to close the gaps and capitalize on the opportunitiesIdentify process improvement areas and work with Service Delivery Leadership and Programs teams to develop future operational proceduresPossess a strong working knowledge of the Ricoh organization, including interdepartmental dependencies, processes and policiesEnsures all MPS delivery initiatives are executed in a timely manner and in alignment with quality requirements by utilizing program tools and best practicesProvides content direction of related Site Certification content and participates in Site and Account certificationsSpends an appropriate amount of time in the field to observe account operations, customer feedback, and program effectivenessReports program and operational performance to senior managementTeam / People ManagementResponsible for the direct management of Services Governance Manager resources within RUSLeverages individual competencies, expertise, and resource geographies to create an effective support team and coverage modelClearly establishes job expectations by conducting required employee Performance Appraisals and IDPs, establishing a regular cadence of communication and consistently following-up on employee results achievedRecruits, interviews, hire and train new Services Governance Manager members to ensure appropriate quality staffing levels are maintained.
Establishes network of candidates and works to develop the MPS Program Team.Interacts with MPS Program Team members to plan, coach, advise and review their progress in achieving individual and team utilization and profitability objectivesPerforms other duties as assignedRequirementsQualifications (Education, Experience, and Certifications):Requires minimum of 3 years experience of designing, implementing, and/or supervising the delivery of managed print or equivalent servicesRequires 4-year college degree or equivalent work experienceITIL Foundations V3 (or newer) certifiedMinimum of 1 year of Project Management experienceSuccessful track record in management