Head of Platform Engineering

Job title:

Head of Platform Engineering

Company

Ricoh

Job description

Change your job, change your workplace, change your future…Ricoh are currently recruiting for a Head of Platform Engineering based in London, with travel to Watford.Ricoh specialises in providing and integrating end-to-end technologies that help organisations respond to ever-changing workstyles, enabling exceptional employee experience and customer success. For more than 85 years, Ricoh has been driving innovation and is a leading provider of document management solutions, IT services, commercial and industrial printing, digital cameras, and industrial systems.In 2021, Ricoh initiated a company-wide transformation from being a manufacturer of office equipment to becoming a digital services company, now transforming the workplace of its customers to bring out the best in its people.At Ricoh Europe PLC, we are seeking a strategic and innovative Head of Platform Engineering to lead the development and growth of our digital application platforms. In this role, you will be responsible for building and scaling an engineering capability that powers our customer engagement platforms (including workflow orchestration and online services) and supports the automation of our captive shared services. You will work closely with business sponsors to align platform solutions with organisational objectives while leading an IT application team focused on platforms such as ServiceNow, low-code workflow automation, and customer experience technologies.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

• Build and lead a high-performing platform engineering team, focused on developing and optimising key application platforms.
• Define and execute the platform strategy for digital services, ensuring the alignment of application solutions with business goals, including the automation of business processes.
• Collaborate with business sponsors and operational leaders to understand requirements and deliver platform solutions that enhance customer experience and operational efficiency defining new Ricoh products.
• Oversee the design, development, and implementation of scalable, reliable, and secure digital platforms to support customer-facing applications, shared service automation, and business process improvements.
• Drive the adoption and optimisation of enterprise platforms such as ServiceNow and low-code tools (e.g., Microsoft Power Platform, PEGA, Axon Ivy, UIPath) to streamline workflow automation and service delivery.
• Establish platform architecture best practices, ensuring systems are scalable, secure, and able to integrate with other digital and enterprise applications.
• Ensure smooth operation of application platforms through effective monitoring, incident response, and continuous improvement processes, minimizing downtime and optimizing performance.
• Build a culture of collaboration, innovation, and continuous improvement within the engineering team and key software vendors, fostering skills development and cross-functional teamwork.
• Communicate platform engineering strategy, updates, and challenges to leadership and key stakeholders, ensuring alignment with broader organizational goals.

Coaching and Engagement

• Provides ongoing coaching and mentoring to Platform Engineering staff as needed
• Builds and maintains relationships with senior leadership and key stakeholders, and acts as a trusted advisor
• Instills a learning culture to continuously inspect and adapt methodology and efficiency.
• Provides support to goal coaches and KPI leaders ensuring that culture, behaviors and mindsets support the organisation’s values.
• Ensures alignment to the cross-departmental roadmaps, create a collective plan to manage dependencies

Performance

• Assesses platform engineering performance, using metrics and reporting. Supports the organizations progression towards a value based operating model
• Assures strategic alignment through prioritization, resource capacity management, key result tracking and program management to achieve strategic vision
• Manages and optimizes the flow of value through the organization
• Tracks and communicates key organization metrics
• Escalates and tracks organization impediments, removing them where possible

You will ideally have

• Bachelor’s or Master’s degree in Computer Science, Software Engineering, or a related field.
• Proven experience in platform engineering, with a focus on customer engagement technologies (internal and external customer applications) and enterprise-level application platforms.
• Strong leadership experience in building and managing teams with expertise in platforms such as ServiceNow, low-code workflow automation, and customer experience technologies.
• Extensive experience working with business sponsors and stakeholders to translate requirements into technical solutions that drive both customer and operational improvements.
• Deep knowledge of digital platform architecture, microservices, API integrations, and automation technologies.
• Hands-on experience with cloud-based platforms (e.g., AWS, Azure) and modern development tools for workflow automation and service management.
• Excellent problem-solving skills, with a track record of delivering secure, scalable, and high-performing digital platforms.
• Strong communication skills with the ability to work cross-functionally and present complex ideas to technical and non-technical stakeholders.

Preferred Qualifications:

• Experience with customer engagement platforms such as AI chatbots (e.g., IBM Watson, Google Dialogflow, IPSoft), call center solutions, and online chat and eCommerce systems.
• Experience implementing and optimizing platforms like ServiceNow and low-code automation tools (e.g., Microsoft Power Platform, OutSystems, PEGA etc).
• Familiarity with IT Service Management (ITSM) frameworks and process automation within shared service environments.
• Knowledge of digital security best practices and compliance requirements for customer-facing and enterprise applications.

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 employerAt 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.

Expected salary

Location

Watford, Hertfordshire

Job date

Fri, 04 Oct 2024 01:51:24 GMT

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