Service Delivery Manager

As a world-leading provider of workplace technology, Ricoh is all about improving work life by providing better user experiences, optimised workflows, anytime anywhere collaboration, and digital infrastructure solutions.

At Ricoh, we harness the infinite potential of the collective imagination as our daily pursuit. Embracing a culture of openness, we welcome all ideas. Our purpose is to shape the future of work and the sustainability of our world and use its infinite potential to truly imagine change.

Is this the role for you? The Service Delivery Manager (SDM) is accountable for the end-to-end delivery of Client Services contracts, ensuring performance against SLAs/KPIs, strong operational outcomes, and high client satisfaction. The SDM is fully accountable for the execution and fulfilment of contractual obligations, driving strong financial results and customer satisfaction. This role will project manage a major multi-location Managed Print Services deployment across Queensland, including scope, scheduling, risk management, stakeholder engagement and transition into BAU.

A driver’s licence is required for QLD site visits.

Key responsibilities

Lead managed print service delivery across assigned contracts, ensuring contractual obligations are met.

Provide project leadership for deployments, refresh programs and transitions, maintaining governance, control, scope and budgets.

Own incident/escalation management and proactive risk management to protect service continuity.

Champion ITIL-aligned practices (Incident, Change, Problem Management).

Drive performance through SLA/KPI management, accurate reporting and billing governance.

Manage vendors and coordinate cross-functional teams to deliver complex multi-site rollouts.

Maintain accountability for financial outcomes including P&L, cost control and reporting.

To be successful in this role: About you

3–5+ years in a Service Delivery Manager (or similar senior service) role with complex contracts.

Demonstrated success delivering large-scale, multi-site projects (Queensland-wide/geo-dispersed strongly preferred).

Strong stakeholder management and communication skills; proven people leadership capability.

Commercial/financial acumen (contract and cost management).

ITIL v4+ required; PRINCE2/PMP/Agile certification highly regarded.

Advanced MS Office skills; Dynamics F&O/ServiceNow exposure advantageous

What we give back to you? At Ricoh, we take pride in giving back for your contribution to our success. We offer a range of benefits including:

Purchased Leave Scheme

#J-18808-Ljbffr