As service organisations expand across regions and acquisitions, fragmentation becomes the silent enemy of scale, profitability, and customer trust. Andrea Gombac, Chief Services Officer for Ricoh Europe offers an executive blueprint for building a unified EMEA service organisation that scales growth through shared data, common ways of working, and regional alignment. Drawing on a multi-year transformation journey, this session explores how to harmonise service delivery across countries, business models, and cultures, establish a common operating backbone, and create a flywheel of continuous improvement. Gain lessons learned to move beyond federation and toward intentional unity, without losing local strength, including:

• Build a unified service operating model across regions while preserving local market relevance, language, and customer intimacy
• Create repeatable, scalable ways of working that replace fragmented country-by-country interpretations with shared standards and accountability
• Harmonise service delivery across acquired entities to unlock synergies faster, reduce complexity, and accelerate time to value
• Establish a common data and performance backbone that enables transparency, comparability, and continuous improvement across countries
• Create a culture of continuous improvement at scale, using shared platforms, common metrics, and leadership alignment to sustain momentum