Service Enablement Manager

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

• 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.

• Bachelor’s degree or equivalent professional qualification in Computer Science, Information Technology, Engineering, or a related field.
• Strong proven background in IT Service Management, Service Transition, or related disciplines within a technology enterprise.
• Experience establishing or transforming a service enablement or service transition capability from scratch.
• Deep knowledge of ITSM and ITIL frameworks (ITIL certification preferred).
• Excellent understanding of service design, transition, and operational readiness within a technology enterprise.
• Proficiency with service management and collaboration tools such as Service Now, Jira Service Management, Confluence, and monitoring solutions.
• Exceptional stakeholder engagement, communication, and change management skills.
• Strong analytical mindset with the ability to translate technical and business needs into operational processes.
• Strategic thinking with a focus on continuous improvement, scalability, and measurable business impact.
• Experience embedding service readiness practices into Agile, Dev Ops, and cloud‑native environments.
• Ability to manage or influence matrixed teams and stakeholders across large‑scale, global technology organisations.

• Competitive salary package.
• Industry‑leading benefits.

Ricoh transforms organisations using innovative technologies and services, enabling you to work smarter. Our ethos is to empower digital workplaces and foster new ways of working. We are committed to career development and to creating a thriving environment for the right individuals.

Ricoh is an equal opportunities employer. We embrace and respect the collective and unique talents, experience, and perspectives of all people. All applicants will be judged on skills and ability before history. Some roles may require pre‑employment vetting checks, including residency, credit reference, financial sanctions, or DBS checks.

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

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