Job Title

Service Delivery Manager The Service Delivery Manager 1 (SDM1) is responsible for management of a single person site. The SDM1 develops, implements and reviews related procedures and interacts with customers and ensures the service levels are met. This position has high degree of customer interface. Job Description Supervisor I, Service Delivery Service Delivery Manager The Service Delivery Manager 1 (SDM1) is responsible for management of a single person site. The SDM1 develops, implements and reviews related procedures and interacts with customers and ensures the service levels are met. This position has high degree of customer interface. Responsibilities Part of a team responsible for delivering Ricoh Managed Services in accordance with client contract, SLA, and Statement of Work specifications through onsite presence, following Ricoh Managed Document Services delivery standards. Deliver agreed levels of service (as defined in the customer SLA) and work closely with the customer Help Desk to monitor and manage all servicerelated issues and escalations. Troubleshoot and assist with all printerrelated and nonprinterrelated issues (e.g., drivers, network, OS) through onsite visits and/or remote tools. Provide firstresponse service troubleshooting for printrelated issues at staffed locations. Resolve printerrelated issues and/or elevate to appropriate Ricoh support channels. Work closely with the customers Level1 Help Desk to maintain service levels as defined in the SLA. Conduct enduser training sessions as needed to drive adoption and maximize the use of installed technology. Manage Ricoh incident tickets assigned through the customers ticketing system, including troubleshooting, updating, escalating, and closing tickets with resolution details. Assist in designing, developing, and documenting printing support processes and procedures. Support fleet and services management, including consumables monitoring, inventory management, escalation support, asset reporting, and common print room operations. Ensure ongoing consumables monitoring and management. Support SLA compliance with a focus on maximizing uptime, utilization, and enduser satisfaction while minimizing costs. Maintain working knowledge of all Ricoh vertical solutions, products, and offerings (e.g., RightFax, Equitrac, Autostore). Provide fleet optimization services, analysis, and recommendations for technology utilization and continuous improvement. Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements. Prepare monthly and quarterly reports; support analysis and client reviews as required. Execute ongoing tasks related to new installs, moves, removals, relocations, and disposals (IMACD). Provide firstlevel support for Smart Zoneenabled meeting rooms, Hubble spaces, and town halls; follow up on AV tickets in ServiceNow. Provide support for the assigned manager. Perform other duties as assigned by the manager. Education & Experience Post Secondary Education (Technical Degree, Diploma or Certificate) Minimum of 2 years experience in roles with similar responsibility, scope or skills Previous service, support, technical or operational experience with customers Skills Excellent verbal and written communication and presentation skills with proven ability to conduct professional business communications Proficient in MS Office applications with demonstrated Excel skills. Visio and SharePoint an asset Working knowledge of scanning, networking, and printing technologies Ability to work independently, or as part of a team and take initiative to improve the customer experience Ability to assess situations and act with a high level of urgency Ability to multitask in a fast paced operation and prioritize objectives Effective planning, organizational and time management skills Strong attention to detail About Us Come Create at Ricoh: If you are seeking a team driven by passion and purpose, come create with us at Ricoh. We are a team of information seekers and customerobsessed collaborators who aspire to deliver the services, solutions, and technologies that empower business success. We are looking for talented, inspired individuals to join us to help drive highperformance team and our commitment to excellence. Ricoh is an integrated solutions provider and partner that connects people and technology, creates outstanding customer experiences, and delivers innovation for businesses worldwide. We empower digital workplaces by enabling individuals to work smarter from any location and harness the power of informationhow it is collected, stored, managed, and sharedto unlock the potential in every organization. We deliver services and technologies that inspire our customers success and guide them toward a better and more sustainable future. If you are seeking a purposedriven and passionate team, come create with us, and help drive our highperformance culture of excellence into tomorrow. Invest In Yourself Select the medical, dental, life, and disability insurance coverage that fits your needs. Contribute to your financial security with Ricoh Canadas Retirement plan, with company matching contributions. Augment your education with team member tuition assistance programs. Enjoy paid vacation time and paid holidays annually. Tap into many other benefits to enhance your health, wellness such and ongoing personal and professional development. #J-18808-Ljbffr