Service Delivery Manager

Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for management of a single person site. The SDM develops, implements and reviews related procedures and interacts with customers and ensures the service levels are met. This position has a high degree of customer interface.

Responsibilities:

• 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 with end-users where required to ensure the highest level of user adoption and maximize usage of the installed technology.
• Manage Ricoh incident tickets assigned through the customer's service ticketing system, including first response troubleshooting, providing updates, escalations to the appropriate department for resolution, and updating tickets 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 solutions, products, and (RightFax, Equitrac, Autostore) offerings.
• Fleet optimization services/analysis and recommendations for technology utilization and continuous improvement throughout the 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.

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.