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Head of Service Management, Integration and Service Desks

  • Łódź, łódzkie
  • Kierownik
  • 06.06.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Lodz Lodz

    Fujitsu’s offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw, we run sales and client support services. The Global Delivery Center Poland located in Łódź and Katowice employs specialists in five business lines: Research & Development and Business Application Services, Remote Infrastructure Management, Business Process Outsourcing, Service Management, Service Desk. In Łódź, Fujitsu also employs specialists for internal Fujitsu services for the EMEIA region in the following areas: Finance (Accounts Payable, Accounts Receivable, General Ledger, Project and Contract Accounting, Treasury), Supply Chain and Order Management, Continuous Improvement, Assurance, Internal Audit, Product Pricing and Bid Finance as well as Human Resources. We welcome developers, quality assurance engineers, IT specialists, IT administrators, IT engineers, candidates interested in a career in IT, accounting and finance professionals, logistics specialists, linguists and customer service professionals.

    We are looking for


    Head of Service Management, Integration and Service Desks


    Miejsce pracy: Łódź

    Purpose of the role

    To lead a group of 1500+ ambitious Service Desk and Service Management professionals spread across different locations delivering services to customers based all over EMEIA (while service delivered globally 24/7) to continuously deliver higher customer satisfaction in line with budget and with a high degree of engagement and enablement of all direct and indirect subordinates and provide innovative and improving results and culture. Actively contributes to the development of the SD/SM/SI Global Hub strategy, and leads the derived program of work’s implementation in Poland Global Delivery Center but also leads & engages globally on projects, in line with GSDU and Poland GDC strategic goals.
    Three equally Important Dimensions for success

    Improve and/or retain high employee satisfaction through a shown genuine passion for leading a human workplace

    Improved customers’ satisfaction through a customer centric approach driving innovative improvements to support their business goals

    Regional/Global Hubs Engagement:
    Present strong, relational Senior Stakeholder Management to build bridges, understand each other’s goals and create new (internal and external) delivery opportunities.

    Improvement Market position through new and/or more matured services in all areas proactively capturing the market trends

    Service and Operational Delivery

    • A strong and broad IT background (infrastructure, applications, innovation, digital solutions, agile) and significant service delivery and operational management experience
    • Clearly articulate an understanding of the IT Services market and associated services, methodologies and technologies from a general perspective and partner perspective in relation to Service Management, Integration and Service Desks
    • A customer facing service delivery experience is a huge plus taking into consideration the requirement to lead professionals in Directors levels and be able to understand Customer Strategy, account formation and be able to actively form goals of the most senior subordinates, also be part of strategic account’s strategy planning.

    Customer Centricity

    • A record of accomplishment of visibly improving customer satisfaction, and ensuring propositions created and presented, are of relevance to the customer with an ability to operate a CXO level.
    People Leadership and Management
    • Ability to create, lead, inspire and manage both small niche and large complex delivery teams; particularly in matrix-based models, creating an energy, passion, excitement and action for change that delivers great results
    • Ability to create highly engaged and enabled local and virtual teams.
    • Leadership ability needs to extend and go beyond pure hierarchical leadership of the immediate team, as Service Management by default integrates all delivery hubs towards a Customer, leadership impact of the role holder is to be beyond hierarchy into other local hubs. Peer-to-peer leadership will be also essential for success.

    Financial Management

    • Financial and commercial record of accomplishment including P&L ownership.
    • Ability to manage and improve business revenue, cost and margin to effectively manage business risk and ensure business is commercially sound.
    • Ensure there is the appropriate governance structure to have visibility over financial performance of the hub and strategic customer accounts.
    • Ensure deep understanding and control on all financial items contributing to SD/SM costs through the year with an aim to reduce costs by automation/digitalization, which leads to increase Customer, Region and Employee satisfaction.
    Engagement, Governance and Stakeholder Management
    • Ease to create and maintain relations with key stakeholder inside and outside Fujitsu
    • Experience of delivering high complexity projects and services to customers ensuring contractual obligations are met.
    • Ability to influence based on knowhow and understanding of market trends.

    Strategic Leadership

    • Ability to demonstrate dynamic forward-looking local, global and international leadership
    • Strong communication and collaboration skills on all levels
    • Ability to create and deliver to a strategically relevant business plan

    Key Accountabilities and Responsibilities

    • Creates a human workplace environment where trust, respect and excellent performance is rewarded and forms the basis for career progression
    • Takes personal ownership in developing Fujitsu leadership capability by coaching team members, identifying talents and enabling talent mobility to maximize individuals’ opportunities to build experience and skills for future roles
    • Evaluates and drives redesigning of Business Area offerings
    • Drives collaboration within organization and across organizational boundaries to achieve the above
    • Builds a customer centric organization in terms of structures, processes and mind-set that delivers best-in-class customer experience and meaningful innovation
    • Grows long-term relationships with customers and capitalizes on partnership opportunities
    • Provides senior level resolution to customer issues
    • Accountable for targets on Revenue, Margins, Delivery costs, Utilization, Customer Satisfaction and Talent Retention
    • Promotes organization through describing engagements at industry conferences and involvement in local business organizations.
    • Direct involvement in preparation and execution of GDC strategy, enabling Global Strategy alignment in the local environment as well as development of local strategically aspects enabling growth and successful business delivery
    • Active leadership, participation and ownership of assigned Matrix Organization structures
    • Drive and ownership of joint supporting functions capability in areas of HR, Finance, Administration and Learning & Development

    What you can expect?



    • Work-life balance
    • Appreciation of your work, awards program
    • Support and motivation
    • Friendly atmosphere, diverse and international
    • Job security


    • External and internal training, courses, conferences
    • Opportunities for growth and promotions
    • Development opportunities in all directions
    • Friendly atmosphere, diverse and international – vertical and horizontal
    • Possibility to change department or scope


    • We develop our unique know-how
    • We work with over 100 globally recognized brands, conducting prestigious large-scale projects
    • Employees can have an impact on the services provided to clients, openness to dialogue


    • Access to high quality equipment and innovative technologies which we work with everyday
    • Industry-leading solutions, systems and programs


    Lodz Lodz Lodz


    company events such as picnics and Christmas parties, relaxation zones in the workplace, CSR programs, cinema tickets,
    internal contests, discounts for Fujitsu employees
    in selected venues



    attractive locations
    in Łódź and Katowice, flexibility and home office for selected positions, team building meetings, hot and cold beverages


    medical care, cafeteria benefit system: My Benefit, fresh fruits, Fujitsu sports teams e.g. running team or cycling team


    Contact us!

    To apply for this opportunity, please send your CV in English.
    www: www.TheRealDeal.pl
    GDC: + 48 42 271 30 01
    EMEIA: + 48 514 861 909
    F: www.facebook.com/FujitsuPoland
    L: https://www.linkedin.com/showcase/career-at-fujitsu-poland/

    Find and visit us!

    Textorial Park
    ul. Fabryczna 17
    90-344, Łódź


    University Business
    Park ul. Wólczańska 178
    90-530, Łódź


    Nowa Fabryczna
    ul. Składowa 35
    90-127, Łódź


    Aleja Roździeńskiego 1
    04-202, Katowice



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