Global IT Service Delivery Leader

Ricoh USA, Inc.; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

Ricoh USA, Inc. seeks a Global Service Delivery Manager to oversee service delivery and operations for complex contracts across multiple global accounts.

The role includes coordinating Ricoh teams, customers, and partners to meet contractual objectives while managing offshore and on-site resources. You will lead cross-functional teams, drive process improvements, and ensure profitability and customer satisfaction through clear reporting and governance.

Qualifications

• Four-year college degree preferred, or equivalent related experience.
• Minimum 4 years of global account management experience.
• Minimum 5 years of management experience preferred.
• Experience working with global regions and operating companies.
• Extensive knowledge of global company policies, practices, and operational systems.
• PMP certification preferred; ITIL certification preferred or willingness to obtain.
• Strong understanding of networks, security, print infrastructure, and device technologies.
• Proficient in Microsoft Office, web-based platforms, and computer/network systems.

Responsibilities

• Manage overall operational service delivery for assigned accounts across multiple countries and regions.
• Drive customer global operational strategies through collaboration with internal and external stakeholders.
• Identify and communicate additional service opportunities and business process improvements to Sales teams.
• Ensure timely execution of global program initiatives while maintaining quality standards.
• Oversee onboarding support processes, including order management and technical services.
• Participate in the creation and management of implementation plans.
• Establish reporting packages based on customer requirements.
• Implement change management strategies supporting short-term and long-term business objectives.
• Own issue resolution to ensure optimal customer satisfaction.
• Manage service revenue targets and profitability across global accounts.
• Oversee billing accuracy and coordinate with Accounts Receivable to resolve issues.
• Build and maintain strategic customer relationships and provide leadership to cross-functional teams.

Skills

Global account mgmt

Leadership

Stakeholder mgmt

IT systems

Education

Four-year college degree

Tools

Microsoft Office

Network monitoring tools

Job description

Ricoh USA, Inc. seeks a Global Service Delivery Manager to oversee service delivery and operations for complex contracts across multiple global accounts.

The role includes coordinating Ricoh teams, customers, and partners to meet contractual objectives while managing offshore and on-site resources. You will lead cross-functional teams, drive process improvements, and ensure profitability and customer satisfaction through clear reporting and governance.