Provides leadership, operational management and profitable delivery of all goods and services to end user customers. Responsible for account retention and site expansion. Responsible for coaching, motivating, training and advising the area managed service organization to successfully achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives. Operates under a broad scope of authority within generally accepted guidelines.
JOB DUTIES AND RESPONSIBILITIES
Provides leadership and operational management to the service organization
Provides leadership and operational management which impacts standard services and customer metrics.
Responsible for insuring all sites are properly staffed at all times, managing the hiring and recruitment process.
Maintains relationships MVP
Inspires/motivates all managed services employees to deliver excellent customer service.
Takes ownership of employee performance by ensuring regularly scheduled coaching time for Operations Manager and Integrated Account Managers to work with marginal performers.
Responsible for managing financial results by interpreting projecting, managing declining balances and reconciling profit and loss statement.
Owns all aspects of the financial performance as reported in the profit and loss statements
Serves as Area sponsor and champion of quality customer service and retention initiatives.
Serves as the Area sponsor for a wide array of national initiatives.
Contributes to the leadership and growth of the Area as a member of the Region senior management team.
Contributes to Region's and Ricoh's overall service strategy through participation in national service project teams.
Provides Area managed service organization leadership and management to ensure achievement of managed services objectives and implementation of processes, consistent with Region and company plans.
Plans and organizes human resources to gain maximum efficiency and deliver optimum customer responsiveness.
Develops a high performance management team through effective recruiting, performance management and coaching, provides challenging assignments and opportunities for development, and rewards performance through effective recognition and compensation management.
Ensures that at all times, business conducted within the managed service organization is of the highest ethical and professional standards.
Leads, motivates and coaches the management team, while maintaining a positive attitude and setting an example of professionalism in a demanding, fast-paced business environment.
Keeps managed service team apprised of changing policies, competitive developments and market trends.
Fosters a learning organization for the team. Directs and performs management development training activities in the Area.
Maintains close, personal touch with employees at all levels in the managed service organization through regular communication venues including communication meetings, team meetings and employee interviews.
Manages managed services revenue growth and profit
Increases Area managed services revenue growth and profit contribution by supporting sales growth and site expansion opportunities, implementing revenue growth strategies and executing cost control measures, consistent with Area, Region and company goals.
Works with Area sales to develop growth strategies that increase combined return on sales and services growth.
Makes Area customer site calls to evaluate customer service levels, market trends and customer behaviors. Including personal ownership of a minimum of the top 25 revenue producing accounts within the Area.
Increases revenue growth and contribution by supporting sales initiatives, IT services, customer retention initiatives, site expansion, and all managed service related KPI's. Identifying growth opportunities and executing on cost control measures.
Performs other duties as assigned.
QUALIFICATIONS (Education, Experience And Certifications)
4-year college degree desired or equivalent experience.
6-8 years of management experience in the area of customer site management and operations is strongly preferred.
A minimum of 3 years of managed services assignments is strongly preferred
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