Senior Service Manager
Pubblicato il 24-09-2026 - Toshiba Global Commerce Solutions in Roma
Senior Service Manager, Retail ServicesIT Services | Retail | Large-Scale Distribution | HospitalityWhy Join Us At Toshiba Global Commerce Solutions?At Toshiba, we're transforming retail through innovative technologies that power some of the world's leading retailers. From point-of-sale and self-checkout solutions to the services that keep stores operating seamlessly, our teams help customers deliver exceptional experiences every day.As a Senior Service Manager, you'll play a pivotal role in shaping customer success, leading strategic client relationships, and driving service excellence across complex retail and hospitality environments. You'll have the opportunity to influence business outcomes, work alongside experienced professionals, and make a visible impact within a global technology organisation.Your Contribution to Our Mission:End-to-end governance of strategic Retail, Large-Scale Distribution and Restaurant Chain clients, ensuring operational excellence, contractual compliance, financial performance and continuous service improvement.What's In Store?Ownership of strategic retail and hospitality accountsDirect exposure to senior customer stakeholders and decision-makersThe opportunity to shape service strategy and continuous improvement initiativesA collaborative international environment where expertise is valuedHybrid working and the flexibility to balance work and lifeCareer development opportunities within a global technology businessCompetitive salary and annual bonusWhat You'll DoAs the trusted partner to your customers, you'll oversee the delivery and continuous improvement of services across complex retail and hospitality environments,
you will:Build and maintain strong relationships with strategic enterprise customersLead service governance, performance reviews, and executive stakeholder discussionsEnsure services are delivered in line with contractual commitments, SLAs, and KPIsManage critical customer escalations and drive effective resolutionCoordinate internal teams, third-party suppliers, and service partners to ensure seamless deliveryIdentify opportunities for service improvement, transformation, and innovationOwn service financial performance, including budgeting, forecasting, and profitabilitySupport contract renewals, service growth opportunities, and customer retention initiativesProvide clear reporting and recommendations to both customer and business leadershipWhat You'll BringExperience managing enterprise customers within IT Services or Managed Services environmentsStrong stakeholder management and customer-facing skillsExperience working within retail (fashion, food services), hospitality, distribution, or other multi-site industriesKnowledge of service management, governance, and supplier managementCommercial awareness, including budget and financial performance managementITIL Foundation certificationDigital skills using Power BI and, or ServiceNow and,
or Jira are advantageous C1-level proficiency in both Italian and English, with excellent communication skills and the ability to build strong relationships with internal and external stakeholdersWhat You Can Expect From UsWe'll give you the autonomy, support, and opportunities to make a real impact. You'll join a team that values collaboration, continuous improvement, and customer success, while working on services that are critical to some of the world's most recognised retail brands.EEOToshiba is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to protected characteristics. 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 (email hidden) to inform of any requests.Diversity, Equity & InclusionWe 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.