Service Delivery Account Manager (m/d/w)

Service Delivery Account Manager – Epson Europe B.V.

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 strengthen Epson's offering in products, ink, and services.

Responsibilities

• Act as the primary point of contact for clients alongside Sales, understanding their needs and ensuring expectations are met.
• Contribute to Epson’s growth by pursuing opportunities with key accounts.
• Oversee the delivery of printing services and solutions, ensuring they are completed on time, within scope, and within budget.
• Coordinate with internal teams—sales, technical staff, and customer support—to ensure seamless service delivery.
• Monitor and report on service delivery performance, identifying areas for improvement and implementing corrective actions.
• Ensure SLA compliance, promptly address issues, identify potential risks, and develop mitigation strategies.
• Manage financial aspects of service delivery, including budgeting, forecasting, and financial reporting.
• Continuously seek ways to improve service delivery processes and enhance client satisfaction.
• Provide regular reports to senior management on the status of service delivery, including key performance indicators (KPIs) and other metrics.

Qualifications

• Relevant higher education or equivalent professional experience in business, management, or a related field.
• Proven experience in customer/professional service in the 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 of 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.
• Fluency 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 worldwide 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 contributes to society.

Our people

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

Our brand

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

Seniority level: Mid‑senior level

Employment type: Full‑time

Job function: Customer Service

Industries: Retail Office Equipment, Computers and Electronics Manufacturing, and Manufacturing

Referrals increase your chances of interviewing at Epson Europe B.V. by 2×.

#J-18808-Ljbffr