Manager, Network Operation Center (NOC)

Company description:

Ricoh began marketing Plain Paper Copiers (PPCs) in 1981 in North America and Europe. Over the next two decades, Ricoh became a leader in digital office solutions, capitalizing on the global office automation and networking boom. Today, with 81,900 employees and offices in over 150 countries, Ricoh Group has one of the industry's largest sales and support networks. With a turnover exceeding US$22 billion, we are a leading Global 500 company. In line with our expansion, we seek dynamic individuals to join our growing team.

Job description:

The Manager is responsible for leading the Network Operations Center (NOC) across the Asia Pacific region, ensuring the delivery of high-quality managed services, operational excellence, customer satisfaction, and business value.

The role is accountable for service delivery governance, operational performance, people leadership, service onboarding, ISO 27001 compliance support, customer engagement, automation initiatives, and continuous improvement programs. The incumbent will drive operational efficiency, cost optimization, and service innovation while ensuring the NOC remains scalable, secure, and aligned with business objectives.

1. Leadership & People Management

Lead and develop Leads, Engineers, and Specialists across NOC, SOC, and AVNOC teams. Define departmental objectives, KPIs, and operational targets aligned with business goals. Foster a high-performance culture focused on accountability, customer excellence, collaboration, and continuous improvement. Manage workforce planning, resource allocation, succession planning, and capability development. Conduct performance reviews, coaching, mentoring, and career development activities.

2. Service Delivery Management

Own end-to-end operational performance of managed services. Ensure achievement of SLAs, KPIs, OLAs, and customer commitments. Oversee Incident, Request, Problem, Change, Event, and Major Incident Management processes. Drive customer satisfaction and service improvement initiatives. Ensure 24x7 operational readiness and service continuity. Lead operational reviews and governance meetings with customers and stakeholders.

3. Governance, Risk & Compliance

Maintain operational governance frameworks, policies, procedures, and standards. Ensure compliance with company policies, contractual obligations, and regulatory requirements. Support ISO 27001 ISMS implementation and continual improvement. Participate in audits, risk assessments, and compliance reviews. Identify, assess, monitor, and mitigate operational risks. Maintain business continuity and disaster recovery readiness.

4. Service Onboarding & Enablement

Govern onboarding of new customers, services, technologies, and support offerings. Ensure operational readiness through monitoring, reporting, documentation, support processes, and escalation procedures before service go-live. Collaborate with Service Delivery, Engineering, Security, Product, and Business teams to transition services into operations. Continuously enhance capabilities to support business growth.

5. Stakeholder & Customer Management

Act as the senior escalation point for operational and service delivery issues. Build strong relationships with customers, OpCos, partners, vendors, and internal stakeholders. Provide operational updates, service performance reports, and improvement plans. Support customer reviews, governance meetings, and business growth initiatives.

6. Operational Excellence & Continuous Improvement

Drive continuous service improvement across operations. Establish performance metrics and improvement targets. Lead process optimization and standardization initiatives to improve service quality and efficiency. Promote innovation and best practices. Drive automation to reduce manual effort, improve consistency, and increase scalability. Implement lessons learned and preventive actions from service reviews and incidents.

7. Cost Optimization & Efficiency Management

Identify and implement initiatives that improve efficiency and reduce operational costs. Drive automation, workflow improvements, and resource optimization. Review service delivery models and processes to identify savings opportunities. Optimize workforce utilization, capacity planning, and tool usage. Evaluate solutions that improve efficiency while maintaining service quality. Track and report productivity gains and cost savings.

8. Financial & Resource Management

Manage departmental budgets, resource planning, and operational expenditures. Support service costing, business planning, and forecasting. Ensure efficient utilization of resources and assets. Provide financial and operational reporting to management.

9. Business Growth & Service Expansion

Support the expansion of managed service offerings across APAC. Collaborate with Regional Marketing, Sales, Presales, and Service Delivery teams to identify growth opportunities and develop new services. Provide operational input during customer engagements, solution design, and proposal development. Support business development initiatives by aligning operational capabilities with market demand. Drive adoption of new services and contribute to portfolio development, go-to-market initiatives, and revenue growth. Ensure services are scalable, supportable, and aligned with business objectives.

Qualifications & Experience

• Bachelor's Degree in Information Technology, Computer Science, Engineering, or a related discipline.
• ITIL Foundation Certification required.
• Knowledge of or experience with ISO 27001 is preferred.
• Minimum 10 years of experience in IT Operations, Managed Services, Network Operations Center (NOC), or related environments.
• Minimum 5 to 8 years of leadership experience managing technical operations teams.
• Experience managing regional operations within a 24x7 service delivery environment.
• Experience managing customer-facing managed services operations.
• Strong understanding of service delivery governance, operational management, customer support models, and service assurance practices.

Technical Competencies

• Network Operations Center (NOC) Management
• Managed Services Operations
• IT Service Management (ITIL)
• ServiceNow or equivalent ITSM platforms
• Incident, Problem, Change, and Event Management
• Monitoring and Observability Platforms
• Infrastructure and Network Operations
• Microsoft 365 Services
• Operational Analytics and Reporting
• Service Automation and Process Improvement
• Business Continuity and Disaster Recovery
• Information Security and ISO 27001 Governance

Leadership Competencies

• Strategic Leadership
• Operational Governance
• Customer and Stakeholder Managemen
• Financial and Resource Management
• Risk Management
• Decision Making
• Executive Communication
• People Development
• Vendor Management
• Continuous Improvement and Innovation