Service Business Manager

Job description:

Your mission:

The Service Business Manager is responsible for managing a European team of Service delivery account managers, together with defining the Service portfolio of Epson Printing solutions and services.

The role will own the competitiveness and profitability of the service portfolio, and collaborate closely with Sales, to drive growth and expand Epson's market share within strategically targeted key accounts.

What will you do:

Client Management

• Manage the relationship with Sales, identify key customer account on which to focus for increasing Epson share of market
• Manage and monitor the work of the Printing Solution Service account delivery managers in country

Service Catalogue

• Define the printing solutions professional service catalogue. Work with Service delivery teams to define costing per service and pricing policies for each service item

Service Delivery

• Manage and oversee the delivery of Printing services and solutions

Team Coordination

• Lead cross-functional alignment across internal teams including sales and support teams, to deliver a unified customer experience and ensure high-quality service execution

Performance Monitoring

• Monitor and report on the performance of service delivery, identifying areas for improvement and implementing corrective actions

SLA Compliance

• Ensure that all service level agreements (SLAs) are met and address any issues promptly

Risk Management

• Proactively identify service delivery risks and implement mitigation strategies to minimize impact and ensure continuity and quality of service

Financial Management

• Drive growth and profitability of services by managing and negotiating the new service catalogue offerings for targeted customers at the deal level

Continuous Improvement

• Continuously seek and implement ways to improve customer engagement, service delivery processes and enhance client satisfaction

Reporting

• Provide regular reports to senior management on the status of customer engagement at deal level, service delivery, including key performance indicators (KPIs) and other metrics

What we ask for:

• Relevant higher education or equivalent professional experience in business, management, or a related field
• Proven experience in Customer/ Professional Service in printing industry: service go-to-market and professional services portfolio definition costing and pricing, service delivery management for large customer accounts, project management
• Strong business and financial acumen
• Customer centric mindset
• Strong project management skills
• Excellent communication and interpersonal skills
• Certifications in project management (e.g., PMP, PRINCE2) or service management (e.g., ITIL) are highly desirable
• Knowledge in Printing remote monitoring tools
• Strong analytical and problem-solving skills
• A strong focus on customer satisfaction and the ability to build and maintain strong client relationships
• Fluent in written and oral English

We are keen to hear from you even if you don't match all listed requirements, but you identify with our brand and passion for innovation.

What we offer:

Our heritage

We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.

Our commitment to the environment

We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.

Our people

We believe a healthy culture, strong values, teamwork, and contribution from a diverse range of individuals will help us to strive for excellence.

Our brand

Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running.