B2B Service & Support Senior Manager

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Job Purpose and Summary

Canon EMEA are looking for a B2B Service & Support Senior Manager in this role you will drive the strategic direction in alignment with the B2B BU Director, deliver the ongoing improvement of the service organization across DRBG, regarding geographical coverage, efficiency of operation and customer satisfaction. Collaborate and align best practices with in-country service managers / directors and country B2B heads.

• Responsible for supporting the local entities (RSO) to deliver the expected level of services and support to our customers.
• Drive development of the DRBG Service and Support Strategy & MTP, in agreement with the B2B Director, for short, medium, and long term periods, ensuring alignment with senior stakeholders from Sales & Marketing as well as key stakeholders in DP&S & CPP
• Develop digital tools to enhance transparency and efficiency of the service organization as well as a seamless operation with partners & customers
• Drive the development of the Target Operating Model for the relevant markets based on the agreed Service and Support Strategy, ensure common service business processes, technology platforms and organisation wherever possible, across DRBG
• Ensure any unique Service requirements for DRBG are supported by a strong business case and have all stakeholder buy in and agreement
• Based on the overall Services and Support Strategy and the relevance to the local market requirements support the local RSO Services Management to ensure consistent implementation of the following activities:

Field Service Management, Service Operations & Controls, Service Business support, MPS onsite services, Presales, Delivery & Post Sales processes, Services Portfolio Management, Partner & Customer relation management

• Manage and develop direct reports and coach, mentor and develop Service leads in RSOs.

• Manage the Service profitability in Direct service in close alignment with RSO B2B Service Directors/ Managers and develop appropriate initiatives to meet or exceed the agreed budget for the Services & Support organization.

What we give

With Canon, you'll get the support and encouragement you need to grow, from people who share your ambition. We'll invest in your professional development to help you learn and progress in your role with us. You'll find leaders who give you the freedom to explore new things and a team where knowledge is shared openly.

At Canon we have a clear vision: to be committed to creating a more inclusive and equitable culture where employees are valued and can thrive personally and professionally.

Canon also has a strong commitment to sustainability, encompassed by our Kyosei philosophy of living and working together for the common good, focused on reducing our environmental impact and creating opportunities to make positive social contribution.
Do you match with this role? Do not hesitate and apply! You will be part of an energetic and innovative environment with more than 50 different nationalities at our EMEA HQ at Stockley Park.

Salary: between £60,471 and £73,745 dependent on experience plus 10% bonus

Here are some of the benefits we offer at Canon to support our employee's wellbeing:

• Annual Bonus and annual pay review
• Hybrid working - 3 days in the office and 2 days from home.
• Flexible core hours - starting anytime between 07:30am and 10am and finishing any time after 16:00, providing the standard 7.5 hours have been worked.
• Minimum of 25 days of personal holiday per year with up to 5 days of available holiday purchase
• Generous Pension Scheme
• Private Healthcare and wider medical plan
• Up to 38% Discount on Canon products
• Flexible benefits policy
• Free parking on site
• Excellent Subsidized restaurant
• Highly Subsidised Costa Coffee on site
• Multi-Faith room
• Discounted rates at Nuffield Health Gym
• Partnership with Mental Health First Aid UK with a network of mental health champions
• Great transport links- Elizabeth Line and Stockley Park low-cost Shuttle Bus
• Learning & Development Opportunities

What we ask

• Strong knowledge of services business
• Strong people management and coaching capabilities
• Strong communication skills
• Good stakeholder management skills and ability to influence

Desired knowledge areas:

• Business to Business
• Deep knowledge of the printing industry across Canon B2B portfolio
• Services Portfolio Management
• Field Service Management

You will need

Is business outcome driven
Is courageous and has conviction
Ensures delivery of the outcome
Is customer orientated
Innovates by building on skills and experience
Builds trust based relationships
Develops and coaches others

Further Information

Salary: £60,471 - £73,745 DOE

Job Family: Customer Support - Technical

Grade: 14

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Canon is an equal opportunity employer. Canon recruits, employs, trains, compensates and promotes regardless of race, religion, national origin, sex, disability, age, veteran status or other protected status as required by law.