IT Performance & Quality Manager

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

Ricoh are currently recruiting for a IT Performance & Quality Manager based in London who will play a critical role in ensuring the efficiency, reliability, and continuous improvement of IT services and operations. This role will be instrumental in consistent adoption of best practices, fostering a culture of continuous improvement, defining and driving performance metrics and quality standards across the IT platforms and applications.

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

• Define, track, and report on IT performance KPIs and SLAs.
• Analyse trends and identify areas for improvement in IT service delivery.
• Collaborate with IT leadership to align performance goals with business objectives.
• Develop and implement IT quality standards, frameworks, and best practices.
• Conduct regular audits and assessments of IT processes, systems, and services.
• Ensure compliance with internal policies and external regulations (e.g., ISO, ITIL, GDPR).
• Lead continuous improvement initiatives using methodologies such as Lean, Six Sigma, or ITIL.
• Facilitate root cause analysis and corrective action planning for recurring issues.
• Promote a culture of quality and accountability across IT teams.
• Work closely with business units to understand service expectations and feedback.
• Provide clear and actionable performance reports to senior management.
• Support change management and communication efforts related to quality initiatives.
• Deliver monthly performance reviews to IT leadership and business stakeholders.
• Provide insights and recommendations based on data analysis and trend forecasting.
• Evaluate and implement tools for monitoring, reporting, and quality management.
• Drive automation of performance tracking and reporting processes.
  
  

You will ideally have

• Ideally successful candidates will hold a bachelor’s or master’s degree, or equivalent professional qualification, in Computer Science, Software Engineering, or a related field.
• Successful candidates will have a proven background and experience in IT service management, performance analysis, or quality assurance roles. Alongside additional experience in a IT managerial or leadership role, with responsibility for driving performance improvements or managing quality frameworks.
• Ideally successful candidates will have a proven experience working in complex IT environments, including infrastructure, applications, and service delivery functions.
• You will ideally be able to demonstrate strong leadership experience in building and managing cross functional teams in ambiguous, high-growth environments. Alongside the ability to work with business sponsors and stakeholders to drive performance excellence.
• Ideally candidates will have a proficiency in IT performance monitoring and reporting tools (e.g., ServiceNow, Power BI, Splunk).
• Candidates will strong data analysis skills, including the ability to interpret KPIs, SLAs, and service metrics, plus an understanding of IT service management frameworks (e.g., ITIL, ISO 20000) will be highly desirable
• Familiarity with quality assurance methodologies (e.g., Six Sigma, Lean, TQM) and or project management practices (e.g., Agile, PRINCE2, PMP) would be an advantage
• Candidates will an ability to design, implement, and improve IT processes and quality standards alongside conducting audits, assessments, and compliance checks would be preferred.
  
  

Any previous knowledge of risk management and regulatory compliance relevant to IT

operations would be an 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 - http://www.bitc.org.uk/programmes/ban-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.