Senior Service Manager

Senior Service Manager, Retail Services

IT Services | Retail | Large-Scale Distribution | Hospitality

Why 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 accounts
• Direct exposure to senior customer stakeholders and decision-makers
• The opportunity to shape service strategy and continuous improvement initiatives
• A collaborative international environment where expertise is valued
• Hybrid working and the flexibility to balance work and life
• Career development opportunities within a global technology business
• Competitive salary and annual bonus

What You’ll Do

As 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 customers
• Lead service governance, performance reviews, and executive stakeholder discussions
• Ensure services are delivered in line with contractual commitments, SLAs, and KPIs
• Manage critical customer escalations and drive effective resolution
• Coordinate internal teams, third-party suppliers, and service partners to ensure seamless delivery
• Identify opportunities for service improvement, transformation, and innovation
• Own service financial performance, including budgeting, forecasting, and profitability
• Support contract renewals, service growth opportunities, and customer retention initiatives
• Provide clear reporting and recommendations to both customer and business leadership

What You’ll Bring

• Experience managing enterprise customers within IT Services or Managed Services environments
• Strong stakeholder management and customer-facing skills
• Experience working within retail (fashion, food services), hospitality, distribution, or other multi-site industries
• Knowledge of service management, governance, and supplier management
• Commercial awareness, including budget and financial performance management
• ITIL Foundation certification
• Digital 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 stakeholders

What You Can Expect From Us

We’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.

EEO

Toshiba 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 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