Service Desing and Transition Manager

The **Service Desing and Transition Manager - **Latin America is responsible for leading the definition of services through Service Catalog Management, the definition of service agreements through Service Level Management, the creation of service knowledge through Service Knowledge Management, and the preparation and adoption of products and services through Service Transition Planning & Support capabilities

Direct responsibilities include management of the IT Service Catalog and Knowledge products, ensuring that services are seamlessly provisioned to customers, and having an extremely strong focus on holistic Service Continuous Improvement.

Review business proposals such as RFP’s, RFQ’s in cooperation with operating companies and account management to assure that financial considerations fit customer/competition and internal Ricoh guidelines.

As a service & transition designer, you will contribute to delivering services that have a positive impact on people (UX) and add value to the client's business (CX). You will have the tools to interact, get opinions, information and data, so that you can offer the best solution for a given problem. In addition, you will meet with stakeholders (internal and external) to create a single worktable, turning the design and execution of the project into a pleasant activity with mínimal friction.

In addition, as a Service Transition Manager you will act as a workflow leader during the Transition & Transformation stages, ensuring that the relevant transition criteria for the specified services are agreed, managed and delivered prior to live implementation, as well as identifying and managing any identified risks.

You will work with Ricoh Latin America's Shared Services teams and their customers, you will cover the support of the internal business (Regional Support Center), the Offshoring services we offer to different regions as well as the Nearshoring services we develop for our clients, all this in harmony with the field delivery ecosystem. Participate in business proposals, quotes, information gathering and validation.

**Main job responsabilities**:
**The Manager is part of a team responsible for driving the Service Design direction as follows**:

- Implement a strategy to drive adoption of service management and operational best practices relevant to on -prem and cloud computing services.
- Promote and champion the transformation of the IT organization encompassing ITSM, ITOM, ITAM, and ITBM capabilities.
- Establish a customer self-service and automation mindset throughout IT.
- Design the User Journey Map to identify pain points and problems that need to be addressed in a given service

**Core Responsibilities**

Service Level Management
- Plans, implements, controls, reviews, and audits service provisioning, to meet customer business requirements.
- Oversees and ensures that the platform Service Level Agreements (SLA’ s) and supporting Operating Level Agreements (OLA’ s) are negotiated, published, and met.

Service Knowledge Management
- Enables and governs the Incident management platform Knowledge product facilitating consistent and fast resolutions of customer issues and needs, boosting self-service capabilities, and promoting knowledge sharing.
- Identifies knowledge gaps and champions new Knowledge content across the IT organization.
- As Knowledge product content steward, track Knowledge usage and quality trends.

Service Catalog Management
- Designs, builds, publishes, and governs the Incident management platform Service Catalog providing information about available services while providing for an optimized, efficient customer experience. Identifies and evaluates Incident management platform Service Catalog and Knowledge new features and emerging capabilities, advocating for those that will most benefit the organization financially and operationally.
- Completes regular reviews of the Application specific Service Catalog with stakeholders to ensure relevance to business needs and requirements.

Service Transition Planning & Support
- Forges close partnerships with IT teams and business units to ensure a collaborative and coordinated strategy to understand the collective vision to bring value to the company.
- Assists in training of Service Catalog and Knowledge capabilities and features. Develops self-auditing and compliance capabilities around ITSM procedures.
- Develop and agree on transition acceptance criteria for services, and govern the delivery of these and/or manage associated risks.

Service Continuous Improvement
- Integrates a Continual Improvement Register (CIR) for tracking and vetting improvement opportunities, integrating into Incident management platform Idea and Demand Management.
- Continuously and proactively streamlines and improves the Incident management platform customer experience.
- Participates in IT Service Management program / project review meetings to assess problem areas and suggests corrective actions.

**Qualifica