Service Enablement Manager

Change your job, change your workplace, change your future...

Ricoh are currently recruiting for a Service Enablement Manager based in London within Enterprise IT Service Engineering team. This role is responsible for establishing and leading the service enablement capability across a dynamic, large-scale technology enterprise. This role ensures that new and enhanced IT services are effectively designed, transitioned, and operationally ready, with the right processes, documentation, tools, and governance in place.

As a foundational leader, the Service Enablement Manager will be instrumental in building the service enablement function from the ground up, defining its frameworks, operating model, and performance standards. The role acts as a bridge between service development, engineering, operations, and business stakeholders, ensuring seamless service introduction, continuous improvement, and alignment with enterprise technology strategy and delivery models

Ricoh transforms organisations, using innovative technologies and services enabling you as an individual to work smarter. This is what we call "empowering digital workplaces".

In fact the entire Ricoh workforce enjoys our pioneering and innovative ways of working. We like to call it: imagine. change., it's the ethos of our brand and how we drive positive change for ourselves and others. Our teams are embracing change, fostering new ways of working and we have never been more resolute in our mission - "you work for us, and we`ll work for you".

What you will be doing

• Establish and mature the service enablement function, defining its scope, frameworks, templates, and governance aligned to ITIL and enterprise standards.
• Lead the design and execution of service introduction processes, including operational readiness assessments, support documentation, training, and knowledge transfer.
• Collaborate with Service Owners, Product Teams, and Operations to define service models, support structures, and success criteria for service go-live.
• Ensure every service is fully supported, monitored, and measurable, with clear SLAs, KPIs, and reporting mechanisms.
• Champion continuous improvement, leveraging metrics and post-implementation reviews to enhance service delivery quality and efficiency.
• Partner with PMO, Engineering, Architecture, and Platform Teams to embed service enablement requirements early in the development lifecycle.
• Act as the subject matter expert and trusted advisor to senior IT and business leaders on service readiness, enablement best practices, and operational governance.

You will ideally have

• Ideally successful candidates will hold at least a bachelor's degree, or equivalent professional qualification, in Computer Science, Information Technology, Engineering, or related field, with any further study an advantage.
• Preferably candidates will have strong proven background of experience in IT Service Management, Service Transition, or related disciplines within a technology enterprise environment.
• Candidates preferably will have a demonstrated experience establishing or transforming a service enablement or service transition capability from scratch.
• Ideally candidates will have deep knowledge of IT Service Management (ITSM) and ITIL frameworks (ITIL certification preferred).
• Preferably candidates will have an excellent understanding of service design, transition, and operational readiness within a technology enterprise. Alongside a proven ability to build new functions or frameworks from inception, including defining governance, processes, and tooling.
• Successful candidates will ideally have a proficiency in service management and collaboration tools such as ServiceNow, Jira Service Management, Confluence, and monitoring solutions.
• Preferably candidates will have exceptional stakeholder engagement, communication, and change management skills. Plus, a strong analytical mindset with the ability to translate technical and business needs into operational processes.
• Ideally candidates will be strategic thinkers, with a focus on continuous improvement, scalability, and measurable business impact. Alongside, hands-on experience leading cross-functional initiatives involving engineering, operations, and product teams.
• Proven success in embedding service readiness practices into modern technology delivery models (Agile, DevOps, cloud-native environments) would be preferred.
• Any experience managing or influencing matrixed teams and stakeholders across large-scale, global technology organisations is a distinct advantage.

In return for your commitment, you can expect

• A competitive salary package
• Industry leading benefits

Ricoh is an exceptional place to work. A place where there is strong emphasis on career development for the right individuals. This is a role where you can excel within a fast-paced environment and succeed within a thriving organisation.

This is an excellent opportunity to join a global company where you can truly capitalise and build on your own experience.

Ready to make that change? Apply now for a confidential conversation with our Recruitment Team.

We are an equal opportunities employer

At Ricoh, we embrace and respect the collective and unique talents, experience, and perspectives of all people. Together we inspire remarkable innovation. That's how we live the Ricoh Way.

Ricoh have removed the disclosure of convictions box from their application process (ban the box - ) offering equal opportunities to all.

For all roles, we will judge each individual on their skills and ability before taking into account their history. However some roles are subject to sensitive and restrictive information and, if successful, you may be required to undertake pre-employment vetting checks which include but are not limited to residency check, credit reference check, financial sanctions` check and a DBS Check. Further information on Employment Vetting can be accessed by contacting the Ricoh Recruitment Team.