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Operational Manager

Remote, Barcelona·Added 7 days ago (last checked 22 Oct)

Ricoh

18 open roles

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Our summary

Work mode: Remote (Barcelona)
Spanish: Fluent
English: Required
Experience: 5+ years
Education: University degree

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Skills

Team Management

This job advert was originally written in Spanish.

Requirements

What we're looking for

Engineering or equivalent technical training (IT, telecommunications, or similar).
ITIL certification (minimum Foundation, Intermediate valued).

Experience

5+ years in operational management within managed IT services.
Experience in Workplace / End User Services.
Experience in international and multisite environments.
Management of large teams

ITSM tools (ServiceNow, Remedy, etc.)
Microsoft ecosystem (Intune, O365, Azure AD)
Virtualization (VMware Horizon valued)
Automation and AI applied to support (Copilot, chatbots, etc.)

Key competencies

Result orientation and SLA compliance
Analytical capacity and data-driven decision making
Leadership and team management
Customer communication
Conflict and escalation management
Continuous improvement / lean mindset

Languages

High English (mandatory)
Spanish (fluent)

The role

What you'll do

🔹 Service operation and delivery: Lead the daily operation of Workplace services (L1/L2/L3, Field, VIP support); Guarantee compliance with contractually defined SLAs, OLAs, and KPIs; Ensure correct prioritization, assignment, and resolution of tickets; Supervise multisite and international models (including coordination with local partners).

🔹 Team management: Lead multidisciplinary teams (service desk, onsite, remote).
Resource sizing according to demand (forecasting and capacity planning).
Define individual objectives aligned with service KPIs.
Foster a culture of continuous improvement and customer orientation.

🔹 Operational governance: Implement and manage ITIL processes; Incident Management
Request Fulfilment; Problem Management; Maintain updated operational documentation (runbooks, SOPs); Participate in operational committees and provide structured reporting.

🔹 Performance & Reporting: Monitor and analyze key KPIs: SLA compliance, First Contact Resolution (FCR), MTTR, Backlog evolution

🔹 Continuous improvement and automation: Identify operational improvement opportunities (lean, standardization); Drive automation (copilot, self-service, knowledge base); Reduce ticket volume through shift-left and problem management.

🔹 Financial management: Control of the service's operating cost; Monitoring of productivity per resource/ticket; Support in margin optimization (especially in managed contracts).

🔹 Customer Experience: Guarantee high user satisfaction (NPS/CSAT); Manage operational escalations and critical situations; Ensure homogeneous quality across all service points.

About Ricoh

Ricoh specialises in providing and integrating end-to-end technology, solutions and services that help organisations respond to evolving workplace demands. Its portfolio spans workplace experience and meeting room solutions, process automation, office print solutions, cloud and cybersecurity services, graphic communication, and industrial print including textile and 3D printing. The company also offers a complete range of office products and software, production printers, and related services through its eShop and OneRicoh portal.

Ricoh is actively hiring in Spain, with open roles spanning account management, IT systems administration, security and compliance, engineering, finance, customer support, marketing and operations. For international professionals, this means a broad range of technology and commercial functions available in the Spanish market under the Ricoh Europe organisation.

Industry: Office Supplies

Good to know if you are moving

Ricoh Europe delivers digital workplace services, print solutions, cybersecurity and process automation, giving international hires exposure to a broad technology portfolio.
Open roles in Spain span multiple functions, including Account Manager, IT Security Compliance & Reporting Analyst, SRE Engineer, Senior Finance Transformation Manager, and Customer Support Technician.
The company operates across business solutions areas including Workplace Experience, Process Automation, Office Print Solutions, Cloud & Cybersecurity, Graphic Communication and Industrial Print.
Technical and engineering roles in Spain include Solution Architect Business Continuity-Backup, Senior Platform Reliability Engineer, Test Automation Engineer and Application Security Consultant.

In their own words

About the company & team

A global leader in digital services, recognized for its innovation, sustainability, and a people-centric culture. We are part of the Gartner Magic Quadrant, are included in the "Global 100 Most Sustainable Companies," and have been recognized as one of the "World's Best Employers 2025" by Forbes.

At Ricoh, we believe that people perform their best when they feel valued and supported. We create inclusive work environments where you can grow, contribute, and make a positive impact, while helping to build a more sustainable future.

Find your place. Transform your future.

Our purpose focuses on understanding and improving the way people work. By focusing on real work experiences, we help every person develop their skills, reach their potential, and perform work that truly matters.

This conviction is at the heart of our promise, The Ricoh Promise. It guides how we select talent, 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 Ricoh, we encourage you to share your ideas, question how things are done, and collaborate 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 has a real impact, at Ricoh you will feel at home.

Additional information

In exchange for your commitment....

At Ricoh, we believe that work should make sense, have support, and make you feel fulfilled. To this end, The Ricoh Promise defines your experience through four pillars that shape our culture.

Love to Connect

You will be part of a global community based on openness, inclusion, and genuine collaboration. Through teams, countries, and functions, you will find people who listen, engage, and support, helping you to feel valued and to be yourself every day.

Love to Grow

Your development is truly important to us. We support your professional growth by providing you with tools and resources that help you develop your skills and keep you prepared for the future in a constantly changing environment.

Love to Give Back

Purpose is part of our way of working. You will have opportunities to make a difference through volunteering initiatives, sustainability, and community programs that reflect our values and our commitment to a positive impact.

Love to Succeed

At Ricoh, success is built as a team. You will work in a flexible environment, with resources that care for well-being and real recognition for work well done, through initiatives such as the Imagine. Change. Awards, where we celebrate people's achievements.

We are a company committed to equal opportunities

We believe that a diversity of perspectives makes us stronger. Therefore, our selection decisions are based on competencies, experience, and potential, and we work with a firm commitment to a fair and inclusive process. If you need any adaptation at any stage of the selection process, let us know: we will be happy to support you so that you can show your best version.

Ready to "Love what you do"? Apply now and help us shape what is to come.

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