Service Delivery Account Manager

Seiko Epson Corporation; Milano; In loco; EUR 50.000 - 70.000; Tempo pieno

Descrizione del lavoro

A leading printing solutions company in Milan is seeking a Service Delivery Account Manager responsible for managing services and relationships with clients. Candidates should have substantial experience in customer service, project management, and a background in the printing industry. Fluent English is required. This role offers a chance to contribute to client satisfaction and service improvement.

Competenze

• Proven experience in service delivery management for large customer accounts in the printing industry.
• Strong project management skills.
• Fluent in English, both written and verbal.

Mansioni

• Act as a primary point of contact for clients, ensuring their needs are met.
• Monitor performance of service delivery and implement improvements.
• Ensure all service level agreements (SLAs) are met.

Conoscenze

Customer service skills

Project management

Communication skills

Analytical skills

Formazione

Higher education in business or management

Strumenti

Printing remote monitoring tools

Descrizione del lavoro

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.

Responsibilities

• 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.