Regional Service Delivery Lead — SLA & Governance

Ricoh USA, Inc.; Raritan (NJ); On-site; USD 120,000 - 180,000; Full time

Job summary

Ricoh USA, Inc. is seeking a Regional Service Manager (RSM) to lead service delivery within designated regions.

You will act as the regional extension of the Global Service Manager, ensuring SLA performance, governance, and customer outcomes across countries and local service teams. Responsibilities include owning day-to-day delivery, coordinating regional resources, leading service reviews, managing risks, and driving continuous improvement with stakeholders.

Qualifications

• 5+ years in Service Delivery/Operations/Customer Success
• Experience leading geographically distributed teams
• Experience in customer-facing operational reviews
• Proficient in SLA, KPI and governance reporting
• Experience managing escalations and major service issues
• Strong stakeholder management and communication skills

Responsibilities

• Own day-to-day service delivery performance in region
• Coordinate regional operational activities and resources
• Govern country-level execution and service performance
• Drive operational excellence and SLA attainment
• Manage service risks and regional performance issues
• Lead regional service reviews and governance meetings
• Translate customer requirements into actionable operational plans
• Build relationships with customer stakeholders and service teams
• Support customer satisfaction and service improvement initiatives

Skills

Service Delivery Leadership

Stakeholder Management

Executive Communication

Data-Driven Decisions

Cross-Functional Leadership

SLA Governance

Tools

ITIL Knowledge

Job description

Ricoh USA, Inc. is seeking a Regional Service Manager (RSM) to lead service delivery within designated regions.

You will act as the regional extension of the Global Service Manager, ensuring SLA performance, governance, and customer outcomes across countries and local service teams. Responsibilities include owning day-to-day delivery, coordinating regional resources, leading service reviews, managing risks, and driving continuous improvement with stakeholders.