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.
