SLA Manager

At Toshiba Global Commerce Solutions, Inc., we’re not just enabling the retail industry—we’re transforming it. Recognized globally as the market share leader in retail store technology, we work with many of the world’s top retailers to deliver innovative, integrated solutions that connect in-store and digital experiences.

Every day, we help our customers to solve complex, real-world challenges and create more engaging, efficient and meaningful shopping experiences through cutting-edge technology. From advanced Point-of-Sale systems to next-generation in-store innovations, our end-to-end solutions keep retailers ahead in a rapidly evolving market.

Guided by our "Together Commerce" philosophy, we collaborate closely with clients to drive meaningful results—with insight, integrity, and impact. As part of Toshiba Global Commerce Solutions, you'll be an integral partner to the success of our customers. If you're driven by innovation, inspired by transformation, and ready to shape the future of global commerce, you’ll find your place here.

Position

Service Delivery / Service Level Agreement Manager

Department

Maintenance

Reporting To

Director of Maintenance, DACH

What’s ‘In-Store’? – Role Overview

As the Service Delivery Manager, you are responsible for the invoicing of service activities within the framework of maintenance contracts — including the processing of work orders outside contractual agreements. You calculate service costs as well as hardware and software components, oversee contract management, and contribute to the design and content of Service Level Agreements (SLAs) and maintenance contracts.

Acting as the central point of contact for managing service relationships, you also report to customers on defined KPIs. You will prepare and provide relevant project documentation, leading the project implementation and delivery within the set preconditions (costs, quality, time, organisation, and communication) in such a way that the formulated project objectives (SLA achievements, Profit & Loss responsibility, milestones completion) are achieved.

1. Management of Maintenance Contracts (25%)

• Completion and renewal of service contracts
• Ongoing modification of contract contents based on customer requirements
• Coordination of technical requirements with internal departments for inclusion in renewed SLAs
• Maintenance and renewal of underlying service agreements (e.g. RMA, Zebra)
• Monitoring and communication of price rate or index adjustments in coordination with the Director of Maintenance DACH.

2. Customer Consulting & Service Meetings (10%)

• Visits to prospective clients and key accounts (regional travel required).
• Presentation and discussion of service KPI reports with customers
• Coordinate and collaborate with internal departments to discuss updated service agreements

3. Cost Calculation & Quotation Preparation (30%)

• Responsible for the correct calculation of all incoming service requests
• Preparation of quotations for RFI/RFP requests as well as individual inquiries regarding hardware, software, or service offerings

4. Invoicing (25%)

• Contract preparation and regular coordination of the Installed Base with the customer on a quarterly basis.
• Ensuring complete and accurate invoicing
• Review of invoices before submission to the accounting department
• Resolution of any discrepancies or disputes with customers.

5. International Communication (10%)

• Point of contact for international customers and colleagues regarding service-related issues

6. Additional Tasks

• Taking on additional duties as agreed with your supervisor

Your Profile

• Experience in service management, contract administration, and reporting.
• Strong communication skills – both internal and external.
• Team player with enthusiasm for cross-departmental collaboration
• Analytical thinking and a precise, conscientious working style
• Confident handling of figures, KPIs, and service-related metrics
• Proficient command of both English and German language to provide quality service to internal and external stakeholders, present and ensure understanding of customer needs.

EEO

Toshiba is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to protected characteristics or personal circumstances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Individuals who may require reasonable adjustments because of a disability for any part of the employment process should email to inform of any requests.

Diversity, Equity & Inclusion

We 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).

With 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