Service Operations Manager - Service Delivery - Field Based (UK)

Ricoh UK; Warrington; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Service Operations Manager to provide strategic direction and manage a Managed Services Team. The role involves aligning customer objectives with company strategy, ensuring service delivery, and maintaining profitability. The ideal candidate will have strong leadership skills and experience in IT Managed Services. The position offers flexible working options and a competitive benefits package.

Benefits

Flexible working

Company car/allowance

Career development

Wellbeing schemes

Holiday entitlement

Volunteering leave

Qualifications

• Proven experience in delivering outsourced IT Managed Services.
• Cost Centre Management experience (£10m+).

Responsibilities

• Set customer-specific Managed Service strategy to align with business objectives.
• Ensure SLA compliance for onsite teams/resources.
• Deliver service performance reporting and conduct Service Review processes.

Skills

Leadership

Negotiation

Conflict Resolution

Analytical Skills

Presentation Skills

Education

ITIL Professional v4

Job description

Service Operations Manager - Service Delivery - Field Based (UK)

Ricoh UK Warrington, England, United Kingdom

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Service Operations Manager - Service Delivery - Field Based (UK)

Ricoh UK Warrington, England, United Kingdom

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Role: Service Operations Manager - Service Delivery

Located: Field Based - North West

Package: Competitive salary, car allowance, bonus and additional benefits

(Ricoh operate a vibrant working policy giving you flexible hybrid working options)

About Ricoh:

Ricoh is a global technology business. As a company born in print, we design and manufacture graphic solutions that transform communications. To keep up with the pace of change in the workplace, we have built an extensive portfolio of innovative, industry-leading digital services spanning everything from Cloud & IT infrastructure solutions to process automation tools.

Everything we do is designed to help individuals achieve fulfilment through work. Through technology, we make work smarter and more creative. Enabling people to lead purposeful working lives and organisations to become more productive, sustainable and profitable.

What you will be doing

As the Site Services Operations Manager, you will provide business Leadership, strategic direction and management of a Managed Services Team to own and drive the strategic development and implementation of scalable and cost-effective Managed Services annuity based services.

Key Responsibilities:

• Set Customer-specific Managed Service strategy by understanding and aligning both the Customers' strategic business objectives with Ricoh’s strategic direction. Create a strategic plan around development of annuity service opportunities by integrating both strategies, creating win-win opportunities which deliver business growth within the account and contribute to overall Service-led growth for Ricoh.
• Provide leadership and direction to ITS Managed Service onsite Service Delivery Managers and Operational Managers through good practices such as PDPs, training, communication, health & safety, etc., to ensure high employee satisfaction, trust, engagement, and skills development to meet current and future business needs, including effective succession planning.
• Ensure SLA compliance for onsite teams/resources to fulfill contractual agreements and act as the first point of escalation for operational performance issues from customers.
• Ensure all onsite resources and teams operate according to ITIL standards and maintain up-to-date skills and certifications as per customer requirements.
• Manage direct costs associated with Customer Managed Service to maintain profitability at all times.
• Deliver service performance reporting and conduct monthly/quarterly/annual Service Review processes in line with contractual commitments.
• Coordinate with Service Operations Centre and Supplier Management to monitor and manage third-party supplier performance within Managed Service Customers to meet SLAs.

Ideal Candidate Profile:

• ITIL Professional v4 (preferred, not essential)
• Cost Centre Management experience (£10m+)
• Proven experience in delivering outsourced IT Managed Services
• Strong people management skills—lead, develop, coach, motivate, handle conflicts
• Negotiation and influencing skills
• Experience with full P&L management
• Excellent presentation skills for internal, external, and senior management audiences
• Conflict resolution and analytical skills
• Knowledge of project management and process improvement methodologies

Additional Information:

We encourage quick application due to high application volume. In return, we offer flexible/hybrid working, an inclusive environment, competitive package including benefits like holiday entitlement, volunteering leave, flexible retirement, wellbeing schemes, company car/allowance, career development, and global opportunities.

Our Values and Sustainability:

Ricoh promotes continuous improvement, stakeholder wellbeing, inclusivity, and sustainability aligned with the UN’s Sustainable Development Goals. We’re committed to diversity and equal opportunities, fostering an inclusive culture with employee-led affinity groups.