National Director, IT Services Delivery (BB-5A7C4)
Found in: Talent CA
***** This job can be based anywhere in Canada*****
Ricoh Canada has always been on the forefront of workplace innovation, revolutionizing the modern office with our products and solutions and empowering digital workplaces.
At Ricoh, we enable people to work smarter, better and faster than ever before. Today, this means information mobility, which is the ability to capture, manage, access and use the information - wherever, whenever you need it. As for tomorrow, that vision is already taking shape in our heads and labs, too. And when the workplace begins its next major change, our imagination will help drive it.
Our values of diversity and inclusion are embedded in each of our teams. Our founding principles, "love your neighbor," "love your country" and "love your work” are foundational drivers of Ricoh's corporate philosophy, the Ricoh Way, and help to guide us through all facets of the business.
From meeting your financial goals to time off, we promote the well-being of our employees and show them they are valued. Examples of our People–based programs include:
Meaningful Employee Wellness
Flexible Work Opportunities
Unique Time Off
Progressive Learning & Development
Rewards & Recognition
National Director, Services Delivery
The National Director, Services Delivery is responsible for the development and execution of key strategies to support targeted growth areas of Ricoh IT Services business. As a results driven leader you establish best practice methodologies to identify and evaluate technology, tools and have full accountability of national execution of all Business operations. With a focus on supporting our IT Services portfolio, the National Director, Services Delivery will interface with all areas of Ricoh to ensure orchestration of efforts and communications to meet/exceed customer expectations nationally. Interacts directly with EMT, RVPs, Services VPs, Regional Teams and Senior Managers to drive strategic initiatives, customer retention and other business priorities. Successfully achieve maximum levels of customer satisfaction and to attain both short and long-range goals and objectives.
The National Director, Services Delivery is responsible for supporting and directing multiple functions for the IT Services operations group. Directly manages a staff of employees and works with multiple Ricoh corporate groups including sales, marketing, finance, legal, risk, IT, security and training on initiatives and on-going business and compliance needs.
The position is also responsible for People Management activities, including but not limited to: hiring, coaching, performance management, development, corrective action and termination.
Duties & Responsibilities:
Responsible for the overall performance and effectiveness of the team in delivering an exception customer experience.
Inspires the employee experience through leadership, recognition, diversity, and inclusion. Maintains close working relationships with employees at all levels in the service organization through regular communication venues including, communication meetings, team meetings and employee interviews
Develops a highly engaged and high performing operations team.
Efficiency of Business enabling profitable growth
Provides leadership to on and offsite operations teams within Ricoh’s IT Services organization.
Responsible for development and implementation of systems and solutions designed to ensure compliance with Ricoh, government and client requirements.
Responsible for management and operation of multiple, national, offsite business delivery units, focused to help Ricoh achieve revenue, operating income and other targets by delivering high quality services in support of Ricoh’s onsite and offsite IT Services Operations.
Works collaboratively with various Ricoh sales groups to provide efficient cost-effective solutions to allow Ricoh to win more business. Maintains a high level of industry awareness to ensure that Ricoh solutions in the applicable verticals are competitive and relevant.
Establish and maintain effective relationships with external Vendors and internal Marketing and Sales including the ability to influence product and performance decisions and outcomes
Represents the business unit on Ricoh Innovation and technology marketing meetings.
Updates the Ricoh Security Policies as needed and provides needed security solutions by working with IT and the Ricoh Corporate Security group.
Responsible for working with Client Executives, Ricoh Collections and Credit Departments to lower DSO, reduce bad debt expense, limit risk and collect Ricoh cash by interacting with all groups and Ricoh clients.
Supports the sales team during the sales process by defining custom solutions and engaging clients regarding security or production needs and concerns.
Responsible for training program delivery and documentation, offers suggestions for new ideas designed to increase activity, management accountability, sales growth while reducing turnover.
Works closely with FP&A to ensure accurate and timely representation of performance data.
Provides operational reporting and analytics on the IT Services portfolio.
Partner and contributor to the entire Services Delivery leadership function.
Establishes a strong collaborative environment working closely with US counterparts.
People Management activities, including but not limited to: hiring, coaching, performance management, development, corrective action and termination.
Other duties as assigned by manager.
Post-Secondary education or equivalent experience in related field
Minimum of 9 years of related experience, including managing Sales and/or IT Services preferably in multi-marketplace, multi-unit, transactional environments and relevant/pertinent certifications
Minimum of 4 years management experience
Proven superior customer service skills and focus
Excellent verbal and written communication, presentation and facilitation skills
Strong leadership, judgement and interpersonal skills
Excellent, collaborative leadership skills to forge strategies among diverse teams and across business groups
Highly motivated to attain Ricoh goals, both qualitatively and quantitatively
Possesses ability to give and receive feedback, building rapport, and gaining closures
Demonstrates tact, charisma and the ability to negotiate
Keep abreast of industry trends and ensure personal skillset remains current
Manages Improvement: Determines root causes, establishes realistic goals, and takes corrective actions. Works with others to implement changes. Fosters an environment that encourages continuous improvement.
Models Outstanding Performance: Establishes challenging and difficult goals in all areas. Is a model for outstanding performance. Others in the organization use this standard as a measure for their own performance.
Integrates Planning Across the Company: Initiates work with other departments, business units, or functional areas to align objectives and priorities in relation to the broad strategy. Reshapes plans as shifts occur.
Proficiency in the use of MS Office applications
Occasional travel to customers and/or Ricoh branch locations
Requires a valid driver's license and reliable transportation required (and auto insurance coverage per Ricoh's policy)