Senior Office Services Manager

Senior Site Manager, MS Site Management

Position Profile

The Senior Site Manager is accountable for daily operations of a medium‑ to large‑sized team, which may include a complex site and/or multiple sites. This role ensures full contract compliance across all contracted services-including Copy Services, Courier Services, Managed Print Services, Hospitality, Imaging, and Mail Services-through SLA performance and client feedback. The manager is responsible for talent selection, assessment, recruiting, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management, including employee counseling.

Job Duties and Responsibilities

• Manage daily operations of a medium‑ to large‑size site while leading a medium‑large team of direct reports.
• Prioritize complex projects while effectively managing multiple and competing priorities.
• Foster an inclusive, high‑performing team environment in which SLA objectives are consistently met.
• Demonstrate expert knowledge of Ricoh products and offerings; provide strategic and tactical insights by collaborating with counterparts across business units.
• Improve operational quality through effective implementation and management of Ricoh Service Excellence tools.
• Oversee staffing and performance management of assigned site personnel and Field Service Representative staff.
• Maintain a customer‑focused environment through regular end‑user feedback, satisfaction surveys, and active Commitment Action Document management.
• Ensure operational quality by supporting achievement of Audit and Deadline standards and compliance using tools and best practices.
• Ensure proper staffing through effective use of internal recruiting and selection processes.
• Motivate employees and recognize accomplishments using Ricoh Recognition programs.
• Identify and recommend high performers for succession planning; responsible for employee retention and counseling.
• Identify training needs and performance targets through Individual Development Plans, succession planning, and mentorship.
• Focus on business retention, customer service excellence, high team performance, and profitable growth.
• Lead and support teams through all phases of Change Management.
• Understand complex processes, identify opportunities for operational improvement, conduct root‑cause analysis, and resolve issues to ensure optimal customer satisfaction.
• Identify gaps or scope creep in service delivery and adjust process documentation within client or Ricoh frameworks, with support from AOM/ESM or NOM.
• Facilitate resolution of pricing, order‑in, and invoicing issues by collaborating with the sales department.
• Maintain formal daily contact with the customer in MS and as needed in BIS.
• Clearly communicate job expectations and consequences to direct reports; provide training, cross‑training, coaching, counseling, direction, and evaluation to improve output and quality.
• Act as a consultant to customers by improving business processes through workflow enhancements and appropriate services.
• Collaborate with leaders, team members, and internal/external customers to implement solutions or initiatives.
• Suggest, develop, and implement process improvements that increase quality or productivity.
• Complete Monthly Operations Reviews, site reports, and other required documentation.
• Support QSMs.
• Create and deliver site‑required reporting, customer presentations, and business reviews to ensure alignment with contractual requirements and value‑add reporting.
• Perform other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Required:

• High school diploma or GED.
• 5 years of related work experience (B2B and/or technical).
• 5 years of customer‑facing experience.
• Demonstrated high‑level knowledge and understanding of technology.
• Proficiency with Office 360.

Preferred:

• 2 years of managerial experience.

Knowledge, Skills, and Abilities

• Strategic facilitator of complex issues.
• Ability to present to large groups.
• Strong complex‑problem‑solving skills.
• Demonstrates managerial courage.
• Expert customer service skills.
• Expert technical aptitude.
• Excellent written and verbal communication skills.

Working Conditions, Mental and Physical Demands

• Typical office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are diversified; requires interpreting, comprehending, and applying complex material, data, and instructions, and preparing and conveying varied information.
• Some physical effort required, including standing, walking, bending, reaching, stretching, climbing, and lifting/moving items up to 50 lbs.
• Moderate dexterity required, including regular use of calculators, keyboards, hand tools, and eye/hand coordination.

The above statements describe the general nature and level of work performed by individuals in this role. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.