Partner Desk Agile Programme Manager (Maternity Cover)

Introduction to the company

Information is the lifeblood of business. By making it work harder, we create the knowledge that empowers organisations to do more. We achieve this by enabling data to move seamlessly between physical and digital environments, so information becomes more usable to more people. PFU EMEA is a specialist company within the RICOH group, that’s dedicated to information management solutions.

We offer advanced technology, intelligent software and consultancy services; that has made us the partner of choice for the world’s most ambitious organisations. So, whether it’s document management solutions, smart meeting devices, or small format keyboards for coders, we are committed to enabling the world’s flow of knowledge.

Operating in Europe, the Middle East, and Africa, we are responsible for marketing and sales of Ricoh document scanners and a range of Smart Meeting Devices. We were established in the UK in 1981 and have offices in Germany, Italy and Spain and Knowledge Suites in London, France and Dubai.

 

Division/Department:

Sales

Job Title:

Partner Desk Agile Programme Manager (Maternity Cover)

Reporting to:

General Manager Sales EMEA

Primary Role:

To lead the onboarding, governance, operational management and continuous improvement of PFU EMEA's outsourced Partner Desk Agile programme.

 

The role is responsible for ensuring the successful transition to the new service provider, establishing effective operating procedures, performance management frameworks and governance structures, and ensuring the Partner Desk Agile programme delivers against PFUE's strategic objectives.

Acting as the primary interface between PFUE and the outsourced provider, the role will ensure alignment with sales, marketing and business development priorities whilst maintaining high standards of service delivery, CRM discipline, customer engagement and commercial effectiveness.

 

Main Duties & Responsibilities

1. Partner Desk Agile Transition & Onboarding

You will be expected to:

  • Lead the onboarding and implementation of the Partner Desk Agile service provider.
  • Coordinate knowledge transfer, operational setup, process documentation and training activities.
  • Ensure operational readiness across systems, reporting, telephony, CRM and governance processes.
  • Establish Statements of Work (SoW), operating procedures, service level expectations and escalation processes.
  • Work with internal stakeholders to ensure a smooth and successful transition into service.
  • Identify and mitigate risks associated with onboarding and service implementation.
2. Operational Governance & Service Management

You will be expected to:

  • Act as the primary PFUE owner of the Partner Desk Agile program.
  • Manage the relationship with the outsourced service provider.
  • Conduct weekly operational reviews, monthly service reviews and quarterly business reviews.
  • Monitor delivery against agreed KPIs, SLAs and performance objectives, daily, weekly and monthly basis.
  • Manage operational escalations, remediation plans and service improvement activities.
  • Ensure project delivery remains aligned with PFUE commercial objectives and operational standards.
  • Maintain appropriate governance, reporting and compliance controls.
3. Performance Management & Continuous Improvement

You will be expected to:

  • Develop and maintain KPI dashboards and performance reporting frameworks.
  • Monitor programme effectiveness and identify opportunities for improvement.
  • Drive operational efficiency, process optimisation and automation opportunities.
  • Ensure Salesforce CRM data quality, process compliance and reporting integrity.
  • Work with the provider to improve productivity, engagement outcomes and commercial effectiveness.
  • Measure and report return on investment from Partner Desk Agile activities.
4. Internal Stakeholder Management

You will be expected to:

  • Act as the primary liaison between the Partner Desk provider and PFUE stakeholders.
  • Coordinate activities with Regional Sales Managers, Marketing, Business Development and Head Office functions.
  • Ensure programme priorities remain aligned with company strategy and commercial objectives.
  • Facilitate communication between internal teams and the outsourced provider.
  • Ensure stakeholder feedback is incorporated into programme development and service improvement plans.
5. Contract & Commercial Management

You will be expected to:

  • Support contract management activities associated with the outsourced service.
  • Monitor adherence to contractual commitments and agreed service levels.
  • Validate program performance against agreed commercial outcomes.
  • Support budgeting, forecasting and resource planning activities related to the programme.
  • Ensure PFUE investment is protected through effective governance and performance management.

 

Key Success Measures

  • Successful onboarding and operational launch of the Partner Desk Agile provider.
  • Achievement of agreed implementation milestones.
  • Compliance with agreed KPIs and SLAs.
  • Positive stakeholder satisfaction across Sales, Marketing and Business Development teams.
  • Effective governance and reporting processes.
  • Continuous improvement initiatives successfully implemented.
  • High levels of CRM compliance and reporting accuracy.
  • Delivery of measurable commercial value from the Partner Desk Agile programme.

 

Person Specification

Essential
  • Experience managing outsourced service providers.
  • Strong project management and stakeholder management skills.
  • Experience establishing governance, KPI and performance management frameworks.
  • Strong organisational and communication skills.
  • Experience working with CRM systems, reporting and operational performance metrics.
  • Ability to work cross-functionally within a complex international organisation.
Desirable
  • Experience within channel sales, inside sales, customer success or commercial operations.
  • Experience working within technology, software or IT distribution environments.
  • Experience with Salesforce CRM and Qlik platform.
  • Experience managing multilingual service operations across EMEA.

  

Equal Opportunities

We are an equal opportunities employer. We welcome applications from all suitably qualified people regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race (including colour, nationality and ethnic or national origins), religion or belief, sex, or sexual orientation.

  

Apply

To apply, please send your CV and covering letter to vacancies@pfu-emea.ricoh.com

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