Head of Intelligent Service Management
Description
About Ricoh
A global leader in digital services, recognised for innovation, sustainability and a people-first culture. We feature in the Gartner Magic Quadrant, are listed in the Global 100 Most Sustainable Companies, and have been named one of Forbes’ World’s Best Employers 2025.
At Ricoh, we believe people do their best work when they feel valued and supported. We create inclusive workplaces where you can grow, contribute, and make a positive impact while helping to build a more sustainable future.
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Our purpose is centred on understanding and improving how people work. By focusing on real working experiences, we support individuals to develop their skills, realise their potential and do work that feels meaningful.
People transform when they Love What They Do
This belief sits at the heart of The Ricoh Promise. It guides how we recruit, how we support our people, and how we work together every day, creating an environment where you can grow, feel valued and make a difference.
When you join us, you are encouraged to share your ideas, challenge the way things are done, and work with others to build something better. If you are looking for a place where your voice is heard, your development is supported, and your work feels meaningful, you will feel at home at Ricoh.
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What you will be doing
As Head of Intelligent Service Management, you will be accountable for the performance and continuous improvement of service management across Ricoh’s enterprise technology portfolio.
You will establish the standards, governance and performance measures that underpin operational excellence, ensuring clear alignment between product outcomes, service performance and business expectations.
A major focus will be evolving our approach from reactive service management towards more proactive and intelligent operations, using automation, AI, data and knowledge to identify issues earlier, reduce manual effort and continuously improve the experience delivered to our users and customers.
You will also provide strong governance across internal teams, technology partners and suppliers, creating clear accountability for the quality and performance of the services they provide.
Core Responsibilities:
- Define and lead the service management strategy and operating model across Ricoh’s enterprise technology services.
- Establish service standards, policies, controls and operating procedures that support consistent and high-quality service delivery.
- Define, manage and continuously improve SLAs, OLAs, XLAs and operational KPIs, creating greater transparency around service performance.
- Ensure alignment between product outcomes, service performance and business expectations.
- Drive improvements in service availability, reliability and customer and user experience.
- Lead effective problem management and root-cause elimination, reducing recurring incidents through proactive operational improvements.
- Champion the adoption of AI, automation and proactive monitoring to improve service outcomes and identify issues before they impact users.
- Reduce manual operational effort through automation, self-service and knowledge-driven support.
- Establish effective service transition and operational readiness practices, ensuring new products, services and changes move successfully into live operation.
- Provide strong governance across external suppliers and technology partners, ensuring clear ownership, performance and accountability.
- Use service performance data and insight to identify opportunities for continuous improvement.
- Work closely with Product Management, Product Engineering and other technology teams to ensure operational considerations are embedded throughout the product lifecycle.
- Build a culture of service excellence and continuous improvement, ensuring operational maturity develops alongside the increasing complexity of Ricoh’s technology environment.
You will ideally have
We are looking for an experienced service management leader who can combine strong operational disciplines with a forward-thinking approach to technology service management.
You will ideally bring:
- Significant leadership experience across IT Service Management, Service Delivery, Technology Operations or Enterprise IT.
- Strong knowledge of modern service management principles and frameworks, ideally including ITIL.
- Experience defining and managing SLAs, OLAs, XLAs, service KPIs and performance frameworks.
- Strong experience across incident, problem, change and service improvement disciplines.
- A track record of improving the availability, reliability and operational performance of complex enterprise technology services.
- Experience introducing or scaling automation, AI, proactive monitoring and intelligent operations within a service environment.
- Strong understanding of service transition and operational readiness within modern product and DevOps environments.
- Experience managing major technology suppliers and establishing effective service governance and accountability.
- Strong analytical capability, with the ability to turn operational performance data into meaningful insight and action.
- Excellent stakeholder management skills and the ability to build confidence with senior business and technology leaders.
- A customer-focused mindset with a passion for improving both business and user experience.
- The ability to lead cultural and operational change across complex, international or matrix organisations.
In return for your commitment, you can expect
Across teams, countries and roles, you'll find people who listen, involve and encourage you - helping you feel valued and able to be yourself every day.
We are an equal opportunities employer
We believe that diverse perspectives make us stronger, and we welcome applications from people of all backgrounds, identities, and experiences. Our hiring decisions are based on skills, experience and potential, and we are committed to creating a fair and inclusive recruitment process. If you require any reasonable adjustments at any stage of the recruitment journey, please let us know and we will support you to bring your best self forward.
Ready to love what you do? Apply now and help us shape what comes next.