Your mission:

If continuous improvement and service delivery are your passion we have the perfect job for you!

This is a newly created position as a Service Delivery Manager for our European Business Services (EBS) organisation. You will provide effective oversight of EBS service delivery across multiple functional business areas, working with stake holders to ensure ensuring operational excellence, adherence to agreed service levels, and a strong focus on continuous improvement and customer satisfaction.

This is a great opportunity to join Epson as we establish our brand-new office in Riga. You’ll be a founding member of our Epson Business Services team, collaborating with colleagues locally across functions such as finance, supply chain and logistics. You’ll also work closely with Epson teams all over Europe. 

What you will do:

• Work with functional owners to define and then report the service delivery for EBS functions (e.g., Finance, Supply Chain), ensuring consistent, high-quality service outcomes.
• Monitor and report on SLAs and KPIs, identifying trends, risks, and opportunities for improvement.
• Collaborate with internal stakeholders to ensure timely resolution of service issues and seamless service continuity.
• Identify opportunities to enhance / improve process standardisation and automation to enhance efficiency and scalability.
• Implement and embed service management frameworks such as ITIL or equivalent to strengthen governance and service discipline.
• Lead customer engagement and feedback initiatives, ensuring the SSC remains responsive, transparent, and customer-centric.
• Role model and contribute to a culture of diversity and inclusion.

What we ask for:

Bottom of Form

• Proven experience in service delivery or operations management, within shared services or global business services environments.
• Strong operational management and service delivery leadership skills.
• In-depth understanding of service management frameworks (e.g., ITIL, COBIT) and associated tools. ITIL Foundation or equivalent Service Management certification preferred.
• Demonstrated experience in improving service performance.
• Proficiency with service desk and workflow automation tools.
• Excellent communication, negotiation, and stakeholder management abilities.
• Strong analytical and problem-solving mindset with experience in process optimization.
• Proven ability to lead cross-functional teams, manage competing priorities, and deliver results in a fast-paced environment.
• Bachelor’s degree in Business Administration, Information Technology, or a related discipline (Equivalent work experience also considered)

We are keen to hear from you even if you don’t match all listed requirements, but you identify with our brand and passion for innovation.

What we offer:

Our heritage  

We aspire to be an indispensable company, trusted throughout the world for our commitment to openness, customer satisfaction and sustainability. We respect individuality while promoting teamwork, and we are committed to delivering unique value through innovative and creative solutions.

Our commitment to the environment

We all have a role to play in building a better future. For Epson, being a sustainable company means being mindful of every aspect of our organisation – from the smallest lightbulb to the largest factory. It fuels our innovation, drives our growth, motivates our workforce and, ultimately, to contribute to society.

Our people

We believe a healthy culture, strong values, teamwork, and contribution from a diverse range of individuals will help us to strive for excellence.

Our brand

Ranked by Clarivate Analytics as a Top 100 Global Innovator brand for the last seven years running.

Epson is an equal opportunity employer. We celebrate diversity and are dedicated to fostering an inclusive environment for all employees. We actively encourage applications from individuals of all protected characteristics and are committed to providing any necessary accommodations during the application and assessment process, as well as upon joining our team.

If you require additional assistance for your application or wheelchair access to our facilities, please email recruitment@epson.eu. A member of our team will be happy to assist you.