Service Delivery Account Manager

Overview

The Service Delivery Account Manager for Printing Solution is responsible for managing and overseeing the delivery of services to clients and securing Epson share of the market for key customer accounts. This role involves coordinating with various teams, ensuring that service level agreements (SLAs) are met, and maintaining strong relationships with clients to contribute at strengthening Epson offering both in products, ink, and services.

What will you do

Client Management : Together with Sales, act as a primary point of contact for clients, understanding their needs and ensuring their expectations are met

Contributes to Epson growth

Oversee the delivery of Printing services and solutions, ensuring they are completed on time, within scope, and within budget

Team Coordination : Coordinate with internal teams, including sales teams, technical staff, and customer support teams, to ensure seamless service delivery

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 that any issues are promptly addressed

Identify potential risks and develop mitigation strategies to minimize their impact on service delivery

Manage the financial aspects of service delivery, including budgeting, forecasting, and financial reporting

Continuously seek ways to improve service delivery processes and enhance client satisfaction

Reporting

Provide regular reports to senior management on the status of 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 delivery management for large customer accounts, project management

Strong project management skills, excellent communication and interpersonal skills, and the ability to manage multiple tasks simultaneously

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

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.

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