What you will be doing
Working on existing key complex accounts & taking accountability for the management of the P&L, you will own the delivery of IT services, SLA achievement, service reporting & service improvement
Management of a number of account-related individuals, ensuring delivery is maintained, whilst also focused on their personal development
Assisting with the development of the service management element of Services Catalogue
Management of the contracted deliverables, identifying risks (to the service) from both a commercial and operational aspect & to work with the management team / client to mitigate
Identification of Service Requirements and to support / identify new opportunities, both operational and cost saving initiatives
Build a personal, collaborative, and honest customer relationship and to become an ambassador to our clients’ stakeholders
Act as the process owner and be heavily focused on Service Improvement
Build a reporting information pack that reflects the services described in the services schedules; to present at operational and strategic review meetings
Development of CSI initiatives and ultimately for the measurement of their success using the ITIL 7 step improvement process
Introduce new Ricoh lines of business, leveraging the wider account team
Service Innovation and working with key stakeholders to adapt existing or implement new processes to streamline End user engagement
You will ideally have...
Proven experience working in a Managed Service environment in a Service Operations Management capacity
Proven experience of performance management of both internal and external resolver groups
Conflict resolution skills, strong negotiation / influencing skills and excellent analytical skills.
Strong interpersonal relationship building skills to drive high performance of direct reports
Solid background in EUC / Modern Desktop Management
Change Management & Continual Service Improvement methodologies awareness
Successful track record of managing cross functional and virtual teams
Excellent people management skills, to lead, motivate and develop
In return for your commitment, you can expect
We offer a competitive salary package with industry leading benefits making Ricoh an exceptional place to work. A place where there is strong emphasis on career development for the right individuals.
This is a role where you can excel within a fast-paced environment and succeed within a thriving organisation.
This is an excellent opportunity to join a global company where you can truly capitalise and build on your own experience.
Ready to make that change?
We are an equal opportunities employer
Ricoh have removed the disclosure of convictions box from their application process (ban the box - http : / / www.bitc.org.
uk / programmes / ban-box) offering equal opportunities to all. For all roles, we will judge each individual on their skills and ability before taking into account their history.
However some roles are subject to sensitive and restrictive information and, if successful, you may be required to undertake pre-employment vetting checks which include but are not limited to residency check, credit reference check, financial sanctions check, and a DBS Check.
Further information on Employment Vetting can be accessed by contacting the Ricoh Recruitment Team.