About the role
Supervisor I , Service Delivery
Service Delivery Manager
The Service Delivery Manager 1 (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.
Responsibilities:
- Part of a team responsible for delivering Ricoh Managed Services in accordance with client contract, SLA, and Statement of Work specifications through on‑site presence, following Ricoh Managed Document Services delivery standards.
- Deliver agreed levels of service (as defined in the customer SLA) and work closely with the customer Help Desk to monitor and manage all service‑related issues and escalations.
- Troubleshoot and assist with all printer‑related and non‑printer‑related issues (e.g., drivers, network, OS) through onsite visits and/or remote tools.
- Provide first-response service troubleshooting for print‑related issues at staffed locations.
- Resolve printer‑related issues and/or escalate to appropriate Ricoh support channels.
- Work closely with the customer’s Level‑1 Help Desk to maintain service levels as defined in the SLA.
- Conduct end-user training sessions as needed to drive adoption and maximize the use of installed technology.
- Manage Ricoh incident tickets assigned through the customer’s ticketing system, including troubleshooting, updating, escalating, and closing tickets with resolution details.
- Assist in designing, developing, and documenting printing support processes and procedures.
- Support fleet and services management, including consumables monitoring, inventory management, escalation support, asset reporting, and common print room operations.
- Ensure ongoing consumables monitoring and management.
- Support SLA compliance with a focus on maximizing uptime, utilization, and end‑user satisfaction while minimizing costs.
- Maintain working knowledge of all Ricoh vertical solutions, products, and offerings (e.g., RightFax, Equitrac, Autostore).
- Provide fleet optimization services, analysis, and recommendations for technology utilization and continuous improvement.
- Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements.
- Prepare monthly and quarterly reports; support analysis and client reviews as required.
- Execute ongoing tasks related to new installs, moves, removals, relocations, and disposals (IMAC‑D).
- Provide first‑level support for Smart Zone‑enabled meeting rooms, Hubble spaces, and town halls; follow up on AV tickets in ServiceNow.
- Provide support for the assigned manager.
- Perform other duties as assigned by the 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
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.
About the role
Supervisor I , Service Delivery
Service Delivery Manager
The Service Delivery Manager 1 (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.
Responsibilities:
- Part of a team responsible for delivering Ricoh Managed Services in accordance with client contract, SLA, and Statement of Work specifications through on‑site presence, following Ricoh Managed Document Services delivery standards.
- Deliver agreed levels of service (as defined in the customer SLA) and work closely with the customer Help Desk to monitor and manage all service‑related issues and escalations.
- Troubleshoot and assist with all printer‑related and non‑printer‑related issues (e.g., drivers, network, OS) through onsite visits and/or remote tools.
- Provide first-response service troubleshooting for print‑related issues at staffed locations.
- Resolve printer‑related issues and/or escalate to appropriate Ricoh support channels.
- Work closely with the customer’s Level‑1 Help Desk to maintain service levels as defined in the SLA.
- Conduct end-user training sessions as needed to drive adoption and maximize the use of installed technology.
- Manage Ricoh incident tickets assigned through the customer’s ticketing system, including troubleshooting, updating, escalating, and closing tickets with resolution details.
- Assist in designing, developing, and documenting printing support processes and procedures.
- Support fleet and services management, including consumables monitoring, inventory management, escalation support, asset reporting, and common print room operations.
- Ensure ongoing consumables monitoring and management.
- Support SLA compliance with a focus on maximizing uptime, utilization, and end‑user satisfaction while minimizing costs.
- Maintain working knowledge of all Ricoh vertical solutions, products, and offerings (e.g., RightFax, Equitrac, Autostore).
- Provide fleet optimization services, analysis, and recommendations for technology utilization and continuous improvement.
- Collect, analyze, and report on KPIs, including trend analysis and recommendations for operational improvements.
- Prepare monthly and quarterly reports; support analysis and client reviews as required.
- Execute ongoing tasks related to new installs, moves, removals, relocations, and disposals (IMAC‑D).
- Provide first‑level support for Smart Zone‑enabled meeting rooms, Hubble spaces, and town halls; follow up on AV tickets in ServiceNow.
- Provide support for the assigned manager.
- Perform other duties as assigned by the 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
About Ricoh
For more than 50 years, the PFU group of companies ("PFU") has been developing technologies to accelerate digital transformation for organizations around the world—including our state-of-the-art fi Series and ScanSnap document scanners.
PFU Limited was founded in 1960, and our joint-venture roots weave back to 1973 when we joined PANAFACOM, a consortium of companies including Fujitsu and Panasonic that developed the first minicomputers. Years later, in 1987, USAC Denshi and PANAFACOM merged to establish PFU Limited (PANAFACOM, USAC). In 1983, PFU Limited launched its first document scanner.
PFU has been committed to manufacturing and supporting digital transformation-focused products for our customers and partners for decades. From introducing the first flatbed scanner to building the best-selling fi-7160, our innovative spirit and solution-forward technologies have helped us achieve and maintain our top spot as a leader in document scanners.
In 2022, we joined the Ricoh Group of companies and changed our name from Fujitsu Document Scanners to Ricoh Document Scanners. Besides the change in branding, our customers and partners can expect the same level of excellence, quality, and reliability. The R&D, manufacturing, sales, marketing, and services that our customers and partners know and trust will stay exactly the same.
We are dedicated to bringing best-in-class consumer and enterprise document scanners to organizations everywhere, helping them move forward in a more connected, sustainable world.