Service Delivery Manager

at  Ricoh

SERVICE DELIVERY MANAGER

The Service Delivery Manager (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.

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

• Part of a team responsible for delivering Ricoh Managed Services in accordance to client contract, SLA and Statement of Work specifications through on-site presence at a named customer site, in accordance with Ricoh Managed Document Services delivery standards defined by Ricoh
• Deliver agreed levels of service (as defined in customer SLA) and work closely with customer Help Desk to monitor and manage all service related issues and escalations;
• Troubleshoot and assist with all printer-related and non-printer related (e.g. driver, network, o/s) printing issues through personal visits and/or using remote tools;
• First response service troubleshoot for print related issues for staffed locations;
• Fix printer related issues and/or escalate to appropriate Ricoh channels;
• Deliver levels of service (as defined in customer SLA) and work closely with customer’s Level-I Help Desk;
• Conduct training sessions and end-users where required to ensure highest level of user adoption and maximize usage of the installed technology;
• The management of Ricoh incident tickets assigned through the customer’s service ticketing system. Which could include, first response trouble shooting, providing updates, escalations to appropriate department for resolution and updating ticket with the resolution details;
• Assist in the design, development and documentation of printing support processes and procedures;
• Fleet and services management: consumables inventory monitoring and management, escalation support, asset reporting, common print room management;
• Consumables monitoring and management;
• Service Level Agreement compliance focusing on maximizing uptime, utilization and end-user satisfaction while minimizing costs
• Ensure a working knowledge of all Ricoh vertical solution, product and (RightFax, Equitrac, Autostore) offerings;
• Fleet optimization services/analysis and recommendations for technology utilization and continuous improvement throughout term of the agreement;
• Collect, analyze and report on KPI’s as well as provide trend analysis with recommendations for operational improvements in the customer environment;
• Prepare monthly and quarterly reports; conduct analysis and assist with client reviews as required;
• Ongoing management and physical execution of new installs, removals, relocations and disposals (IMAC-D);
• Provide support for the assigned manager;
• Other duties as assigned by manager