Service Supervisor

Who Are we?

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?

As the Managed Document Services (MDS) State Supervisor, you're at the heart of delivering excellence to our clients.  Your mission is to lead your team in consistently meeting service expectations, driving revenue growth, and ensuring full compliance with tools and documented processes.

The Team is responsible for the ongoing support of managed services at our client sites, (this may include print room services, support and uptime of the managed fleet, scanning services, special projects).  It provides the primary interface to our clients onsite and is therefore critical to providing an exceptional client experience and how they perceive Ricoh Australia.

To be successful in this role:

Service Delivery & Operational Oversight

• Manage and respond to all concerns or risks that may impact service delivery.
• Identify and address areas for improvement across client sites.
• Coordinate team resources across locations to ensure customer SLAs are consistently met.
• Collaborate with peers and managers to develop and support best practice service delivery, maintaining a mindset of continuous improvement.
• Ensure sustainable delivery of MDS services across the broader MDS team.

Process & Performance Management

• Own, formulate, document, review, and revise support processes in conjunction with other Team Leaders.
• Implement methodologies to enhance preventive maintenance and strengthen customer and internal relationships.
• Monitor and manage resources in alignment with financial budgets.
• Prepare and deliver monthly performance reports for MDS Valet services.
• Provide operational support to MDS Valets, including assistance with ordering and maintaining stock supplies.
• Serve as backup for direct reports during absences (e.g., sick leave).

Supplier & Stakeholder Engagement

• Manage third-party supplier performance, quality, and cost.

• Collaborate with vendors to resolve service issues.

Team Development & Capability Building

• Support team growth through training, coaching, and performance management.

• Engage in ongoing learning to enhance team effectiveness.

Onboarding & Service Transition

• Oversee onboarding of new staff in line with company standards.

• Lead service transitions and implementations at client sites.

Customer Satisfaction: Keep customer satisfaction consistently above 95%.

Employee Engagement: Maintain employee satisfaction scores above 90% annually.

Performance Reporting: Provide clear, actionable dashboard reports covering risks, new initiatives, and monthly escalations.

Training Compliance: Ensure all mandatory training is completed on time.

Client Retention: Foster long-term client relationships through dependable service and ongoing improvement.

*Sydney Field-based role & willing to travel to the city and surrounding suburbs weekly

Desirable to have:

• ITIL Certified
• Diploma of Management or similar

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:

• Paid Parental Leave
• Purchased Leave Scheme
• Participation in our RedE recognition program
• Free income protection cover
• Wellness program
• Novated leasing

Employment Type