Service Manager NSO

Job Description

We are looking for a Senior Service Manager who leads and oversees the end‑to‑end hardware field support and technical service operations across a broad geographic area. He/she ensures operational excellence by driving service performance, resource allocation, budget, compliance and adherence to work plans and service‑level requirements. Provides direction to Field Service, Client Service and Technical Support teams – both direct and third parties – to deliver a consistent, high‑quality customer experience and support business objectives.

Responsibilities

• Leads workforce planning, scheduling, field operations, and technical training for field service teams; provides guidance and advanced technical solutions for complex hardware support cases.
• Oversees talent acquisition, development, and performance management of both direct and third‑party field service resources, ensuring service commitments and customer support requirements are consistently met.
• Collaborates with Product, Sales, and Customer Care teams to define, implement, and support field service contract deliverables; contributes to the development, negotiation, and ongoing management of key customer relationships.
• Designs, deploys, and continuously improves field service programs, tools, and processes, monitoring industry trends, customer expectations, and market dynamics to identify service enhancements and drive operational excellence.

Qualifications

• Technical skills.
• Consolidated experience in the role.
• Fluency in English – written and verbal – any other European language is a plus.

Canon Core Competencies

• Customer Focus: Demonstrates a strong commitment to understanding customer needs and delivering high‑quality service experiences.
• Planning & Organizing: Effectively prioritizes, structures, and coordinates resources, activities, and processes to achieve operational objectives.
• Business Acumen: Applies sound commercial judgment to balance service performance, cost efficiency, and business impact.
• Negotiation & Influence: Builds alignment across stakeholders, negotiates effectively, and drives decisions that support customer and organizational goals.
• Collaboration & Teamwork: Works seamlessly across teams, functions, and partner organizations to foster a cooperative and results‑driven environment.
• Change Leadership: Leads and supports transformation initiatives, driving continuous improvement and adapting teams to evolving business and market needs.

Canon Leadership Competencies

• Team Leadership & Development: Builds a motivated, skilled team by providing coaching, feedback, and opportunities for growth. Promotes accountability and a positive working environment.
• Operational Decision‑Making: Makes timely, effective decisions based on data and operational priorities. Balances customer needs, resource constraints, and business objectives.
• Communication & Influence: Communicates clearly and professionally across teams and stakeholders. Influences others to gain alignment and support for service initiatives.
• Customer‑Centric Leadership: Champions customer satisfaction and service quality. Ensures teams understand customer expectations and act to resolve issues effectively.
• Change & Continuous Improvement: Drives process improvements and supports change initiatives. Helps the team adapt to evolving technologies, processes, and organizational needs.