Senior Site Manager, MS Site Management

POSITION PROFILE
Accountable for daily operations of medium to large team that may include a complex site or/and 
multiple sites. Ensures contract compliance of contracted services including, but not limited to: Copy 
services, Courier Services, Managed Print services, Hospitality, Imaging and Mail services through Services 
Based Offering Contracts and Service Level Agreements results and client feedback. Responsible for selecting and assessing talent, recruiting, hiring, onboarding, employee retention, staff training & development, succession planning, and conducts performance management that includes employee counseling

JOB DUTIES AND RESPONSIBILITIES
• Responsible to manage daily operations of a medium-large size site while managing a medium to 
large team of direct reports
• Prioritizes complex projects while effectively managing multiple and competing priorities.
• Fosters an inclusive and high performing team environment in which SBO/SLA objectives are 
met.
• Expert knowledge of Ricoh's products and offerings. Consistently consults and displays insights to 
customer end-users
• into strategic and tactical issues by actively seeking input of counterparts in other business units 
• and businesses.
• Improves quality of operations while consistently applying effective implementation and 
• management of RICOH Service Excellence tools related to people management aspects.
• Responsible for staffing and performance management of assigned site personnel and assigned 
• Field Service Representative staff.
• Creates and maintains a customer-focused environment with regular end-user feedback and 
• customer satisfaction surveys, with active Commitment Action Document. 
• Ensures the quality of operations for shift by assisting in the achievement of goals in Audit and 
• Deadline standards and compliance, utilizing tools and best practices.
• Ensures that location is properly staffed by promoting effective use of internal recruiting and 
• selection process to attract and hire talent.
• Motivates employees and recognizes their accomplishments in a timely manner leveraging the 
• Ricoh Recognition programs.
• Identifies and recommends high performers for succession planning. Responsible for employee 
• retention, performance management and employee counseling through Ricoh’s Performance 
Development processes.
• Identify training and performance planning targets through the development of assigned staff 
• through Individual Development Plan Management, along with succession planning, and 
• mentorship.
• Focus is on business retention, customer service, high performing team, and profitable growth.
• Able to support, lead and manage team through all phases of Change Management.
• Understand complex and detailed processes, seeks ways to improve operational effectiveness, 
• conducts root cause analysis, and issue resolutions to ensure optimal customer satisfaction.
• Identify gaps/scope creep in service delivery and adjust process documentation to work within 
• the client or Ricoh framework, with support of AOM/ESM or NOM.new JD’s
Notifies Business Relationship Manager Facilitates resolution of issues concerning pricing, orders-in and 
invoicing .
• Maintains formal contact with the customer as needed in MS and as needed in BIS.
• Clearly communicates job expectations/consequences of direct reports by training, cross training, 
coaching, counseling, directing, evaluating the work and efficiency of subordinates to 
• increase their work output and work quality.
• Acts as a consultant to Works with customer to improve business processes through workflow 
• enhancements and appropriate services Question: Are we execution or consulting?
• Collaborates with other leaders, team members, and internal or external customers to 
• implement a solution or initiative.
• Able to support, lead and manage team through all phases of Change Management, with 
• support of new JD’s
• Suggests, develops, and implements process improvements that increase quality or 
• productivity.
• Provides data to the BRM for Monthly Operations Review, site reports and other paperwork as 
necessary. 
• Provides data and metrics to BRM for QSMs.
• Is responsible to provide data to BRM for site required reporting, to ensure alignment with 
contractual requirements and value add reporting.
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications)
Typically Requires:
• High school or GED is required.
• 5+ years of work experience in a related field (B2B and/or technical).
• Previous 2 years of managerial work experience strongly preferred.
• Previous 5 years Customer facing work experience required.
• Demonstrated high level knowledge and understanding of technology.
• Office 360 proficient user

KNOWLEDGE, SKILLS AND ABILITIES
• Strategical facilitator of complex issues 
• Ability to present to a large-sized group 
• Complex-Problem Solving Skills 
• Demonstrates managerial courage • Expert Customer Service skills 
• Expert Technical aptitude 
• Expert Written and Verbal Communication skill

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
• Typically, an office environment with adequate lighting and ventilation, and a normal range of 
temperature and noise level. 
• Work assignments are diversified. Interpret, comprehend, and apply complex material, data and 
instruction – prepare, provide and convey diversified information. 
• Some physical effort is required which may involve long periods of standing, walking, bending, 
reaching, stretching, climbing or similar activities as well as lifting or moving items weighing up to 50 
lbs. 
• Moderate dexterity – regular application of basic skills (calculator, keyboard, hand tools, eye/hand 
coordination

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