The Service Delivery Manager I (SDM I) is responsible for managing a single-person site. This role develops, implements, and reviews procedures, interfaces extensively with customers, and ensures all contracted service levels are met. The position requires a high degree of customer interaction.
Responsibilities
- Deliver Ricoh Managed Services in accordance with client contracts, SLAs, and Statements of Work through on-site support at a designated customer location, following Ricoh Managed Document Services standards.
- Ensure agreed service levels are met (as defined in the customer SLA) by working closely with the customer Help Desk to monitor, manage, and escalate service-related issues.
- Provide first-response troubleshooting for print-related issues at staffed locations.
- Troubleshoot and resolve printer and non-printer-related issues (e.g., drivers, networks, operating systems) through on-site visits and/or remote tools.
- Repair printer-related issues and escalate to appropriate Ricoh support channels when required.
- Manage Ricoh incident tickets through the customer’s service ticketing system, including troubleshooting, providing updates, coordinating escalations, and documenting resolutions.
- Conduct end-user training sessions as required to maximize user adoption and effective use of installed technology.
- Assist in the design, development, and documentation of print support processes and procedures.
- Manage fleet and services, including consumables inventory monitoring, asset reporting, escalation support, and common print room management.
- Ensure SLA compliance with a focus on maximizing uptime, utilization, and end-user satisfaction while minimizing costs.
- Maintain working knowledge of Ricoh products and vertical solutions, including RightFax, Equitrac, and AutoStore.
- Provide fleet optimization analysis and recommendations to support continuous improvement and optimal technology utilization.
- Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements.
- Prepare monthly and quarterly reports and participate in client reviews as required.
- Manage and execute installs, moves, adds, changes, and disposals (IMAC-D).
- Provide ongoing support to the assigned manager.
- Perform other duties as assigned.
Education & Experience
- Post-secondary education (Technical Degree, Diploma, or Certificate).
- Minimum of 2 years’ experience in roles with similar scope, responsibilities, or skill requirements.
- Previous customer-facing service, support, technical, or operational experience.
Skills
- Excellent verbal and written communication and presentation skills with the ability to conduct professional business communications.
- Proficient in MS Office applications, with demonstrated Excel skills; Visio and SharePoint are assets.
- Working knowledge of scanning, networking, and printing technologies.
- Ability to work independently or collaboratively and take initiative to enhance the customer experience.
- Strong problem-assessment skills with a high sense of urgency.
- Ability to multitask in a fast-paced environment and prioritize effectively.
- Strong planning, organizational, and time management skills.
- High attention to detail.
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 customer-obsessed 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 high-performance 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 information—how it is collected, stored, managed, and shared—to 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 purpose-driven and passionate team, come create with us, and help drive our high-performance culture of excellence into tomorrow.
Invest in Yourself:
At Ricoh, you can:
- Select the medical, dental, life, and disability insurance coverage that fits your needs.
- Contribute to your financial security with Ricoh Canada’s 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.
