Job Description

Service Delivery Account Manager
Job Location: Dusseldorf,Germany
Workplace: Hybrid
Job Function: Service & Support
Requisition ID: 351

Your mission:

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

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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

Service Catalogue


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

Risk Management


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

Financial Management


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

Continuous Improvement


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:

Our heritage


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.