Head of Intelligent Apps Ops with AI-Driven Automation

Ricoh Europe; Greater London; On-site; GBP 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working

Wellbeing resources

Recognition programs

Career development

Job summary

Ricoh Europe is seeking a senior service management leader to drive operations across enterprise IT. You will shape the service strategy, governance and performance, aligning product outcomes with business expectations and embedding proactive, intelligent operations across Ricoh’s technology portfolio.

You will oversee SLAs, drive automation and AI adoption, and partner with product, engineering and suppliers to deliver reliable, scalable services globally.

Qualifications

• Significant leadership across IT Service Management, Service Delivery or Enterprise IT.
• Strong knowledge of modern service management, ITIL preferred.
• Experience defining and managing SLAs, OLAs, XLAs and service KPIs.
• Experience across incident, problem, change and service improvement.
• Proven track record improving availability and reliability of complex services.
• Experience introducing automation, AI and proactive monitoring.
• Understanding service transition in product and DevOps environments.
• Experience managing major technology suppliers and governance.
• Strong analytical ability to turn data into insights.
• Excellent stakeholder management with senior leaders.
• Customer-focused mindset and cross-functional collaboration.
• Ability to drive cultural and operational change across complex organisations.

Responsibilities

• Define and lead the service management strategy and operating model.
• Establish service standards, policies and procedures.
• Define and manage SLAs/OLAs/XLAs and KPIs for transparency.
• Align product outcomes with service performance and business needs.
• Drive improvements in availability, reliability and user experience.
• Lead problem management and eliminate recurring incidents.
• Champion AI, automation and proactive monitoring to improve outcomes.
• Reduce manual effort via automation and knowledge-driven support.
• Ensure smooth service transition and readiness for new changes.
• Govern external suppliers and partners with clear accountability.
• Use data to identify continuous improvement opportunities.
• Collaborate with Product Management and Engineering on operations.

Skills

Leadership

ITIL

SLA management

Incident management

Automation

AI

DevOps

Stakeholder management

Customer focus

Organisational change

Education

ITIL Certification

Bachelor’s in IT/Computer Science

Job description

Ricoh Europe is seeking a senior service management leader to drive operations across enterprise IT. You will shape the service strategy, governance and performance, aligning product outcomes with business expectations and embedding proactive, intelligent operations across Ricoh’s technology portfolio.

You will oversee SLAs, drive automation and AI adoption, and partner with product, engineering and suppliers to deliver reliable, scalable services globally.