Why Toshiba Global Commerce Solutions?
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.
Service & Project Manager – Retail Maintenance Contracts
Role Overview - What's 'In-store' for you?
Ensure the delivery of maintenance services for the retail sector, guaranteeing compliance with contractual KPIs and SLAs, customer satisfaction, and financial control. The role involves end-to-end management of contracts, coordinating internal teams and suppliers, with a strong focus on process governance and service quality.
Reports to: Maintenance and Services Director, Italy
Office Location: Via Torri Bianche, 24, 20871 Vimercate
Travel Requirements: To regional customer sites as required.
Key Responsibilities
- Maintenance Contract Management: Operational and administrative supervision of contracts, including Service Level Agreements (SLA's), Key Performance Indicator verification and the handling of any non-compliance issues.
- Project Management: Planning, coordination, and monitoring of project activities related to rollouts and maintenance interventions, ensuring compliance with contractual SLAs.
- Optimise costs and maximise contract profitability through proper allocation and budget management to ensure deliverables are met within the project scope.
- Compliance and Methodologies: Adoption of methodologies aligned with international standards, including ITIL for IT service management and Project Management Body of Knowledge (PMBOK) for project management.
- Governance and Reporting: Preparation of periodic reports on performance, costs, and revenue, highlighting interventions and achieved results.
- Team and Vendor Management: Coordination of internal resources (project managers, system engineers, developers) and vendors
- Customer Interface: Continuous interaction with the client for approvals, issue management, and request closure, ensuring transparency and service quality.
- Improve customer satisfaction through efficient and transparent processes.
- Consistently strive to embody Toshiba's values of respect, empowerment, teamwork, adaptability, integrity, leadership as an ambassador of the organisation.
What we're looking for
- You have existing experience as a service, or project manager within the retail sector or technical maintenance environments.
- A strong communicator and coordinator, able to lead through people and influence stakeholders across all levels.
- You are both customer and solutions-oriented, able to demonstrate active listening skills and turn complex challenges into value-add opportunities.
- Experience working to deadlines under a defined project scope, with strong organisation and time management skills, able to prioritise competing tasks.
- Able to demonstrate resilience and adaptability in fast-paced, changing environments.
Technical Skills:
- Knowledge of hardware/software maintenance processes and contract management.
- Familiarity with KPIs, SLAs, and monitoring tools.
- IT background with a focus on retail (Point of Sale (POS) systems, checkout systems, store infrastructure).
Preferred Certifications: ITIL Foundation, PMP or equivalent.
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 pollyanna.hilton@toshibagcs.com 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.