SLA Manager

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. Position Service Delivery / Service Level Agreement Manager Department Maintenance Reporting To Director of Maintenance, DACH What’s ‘In-Store’? – Role Overview As the Service Delivery Manager, you are responsible for the invoicing of service activities within the framework of maintenance contracts — including the processing of work orders outside contractual agreements. You calculate service costs as well as hardware and software components, oversee contract management, and contribute to the design and content of Service Level Agreements (SLAs) and maintenance contracts. Acting as the central point of contact for managing service relationships, you also report to customers on defined KPIs. You will prepare and provide relevant project documentation, leading the project implementation and delivery within the set preconditions (costs, quality, time, organisation, and communication) in such a way that the formulated project objectives (SLA achievements, Profit