Senior Service Manager

pbSenior Service Manager, Retail Services /b /ppIT Services | Retail | Large-Scale Distribution | Hospitality /ppbr/ppbWhy Join Us At Toshiba Global Commerce Solutions? /b /ppAt Toshiba, we're transforming retail through innovative technologies that power some of the world's leading retailers. From point-of-sale and self-checkout solutions to the services that keep stores operating seamlessly, our teams help customers deliver exceptional experiences every day. /ppbr/ppAs a Senior Service Manager, you'll play a pivotal role in shaping customer success, leading strategic client relationships, and driving service excellence across complex retail and hospitality environments. You'll have the opportunity to influence business outcomes, work alongside experienced professionals, and make a visible impact within a global technology organisation. /ppbr/ppbYour Contribution to Our Mission: /b /ppEnd-to-end governance of strategic Retail, Large-Scale Distribution and Restaurant Chain clients, ensuring operational excellence, contractual compliance, financial performance and continuous service improvement. /ppbr/ppbWhat's In Store? /b /pulliOwnership of strategic retail and hospitality accounts /liliDirect exposure to senior customer stakeholders and decision-makers /liliThe opportunity to shape service strategy and continuous improvement initiatives /liliA collaborative international environment where expertise is valued /liliHybrid working and the flexibility to balance work and life /liliCareer development opportunities within a global technology business /liliCompetitive salary and annual bonus /li /ulpbr/ppbWhat You'll Do /b /ppAs the trusted partner to your customers, you'll oversee the delivery and continuous improvement of services across complex retail and hospitality environments, you will: /pulliBuild and maintain strong relationships with strategic enterprise customers /liliLead service governance, performance reviews, and executive stakeholder discussions /liliEnsure services are delivered in line with contractual commitments, SLAs, and KPIs /liliManage critical customer escalations and drive effective resolution /liliCoordinate internal teams, third-party suppliers, and service partners to ensure seamless delivery /liliIdentify opportunities for service improvement, transformation, and innovation /liliOwn service financial performance, including budgeting, forecasting, and profitability /liliSupport contract renewals, service growth opportunities, and customer retention initiatives /liliProvide clear reporting and recommendations to both customer and business leadership /li /ulpbr/ppbWhat You'll Bring /b /pulliExperience managing enterprise customers within IT Services or Managed Services environments /liliStrong stakeholder management and customer-facing skills /liliExperience working within retail (fashion, food services), hospitality, distribution, or other multi-site industries /liliKnowledge of service management, governance, and supplier management /liliCommercial awareness, including budget and financial performance management /liliITIL Foundation certification /liliDigital skills using Power BI and, or ServiceNow and, or Jira are advantageous /liliC1-level proficiency in both Italian and English, with excellent communication skills and the ability to build strong relationships with internal and external stakeholders /li /ulpbr/ppbWhat You Can Expect From Us /b /ppWe'll give you the autonomy, support, and opportunities to make a real impact. You'll join a team that values collaboration, continuous improvement, and customer success, while working on services that are critical to some of the world's most recognised retail brands. /ppbr/ppbEEO /b /ppToshiba is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to protected characteristics. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. /ppIndividuals who may require reasonable adjustments because of a disability for any part of the employment process should email to inform of any requests. /ppbr/ppbDiversity, Equity Inclusion /b /ppWe at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). /ppbr/ppWith over 50+ years of commitment to retail, we are RETAIL. Our RETAIL values (respect, empowerment, teamwork, adaptability, leadership) characterize what our employees and clients can expect when they work with us every time and all the time. We’re passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future. /ppbr/p