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Operations Manager - Service Management

  • Łódź, łódzkie pokaż mapę
  • Specjalista
  • 12.03.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Fujitsu

    Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions, and services. Fujitsu Global Delivery Center Poland employs specialists within six business lines: Research & Development and Business Application Services, Remote Infrastructure Management, BPO, Service Management, Service Desk and EMEIA Finance and Supply Chain Services. We invite to our team programmers, IT specialists, administrators and IT engineers, candidates interested in career in IT, accounting and finance specialists, linguists and customer service professionals.

    Operations Manager - Service Management

    About the job

    Role Purpose

    The role holder manages a large or complex team of Service Delivery Managers and demonstrates good knowledge of the area of operations that they have ownership for.  The role holder has responsibility to ensure and maintain the availability of the operation for customers and end users.

    Key Accountabilities

    • People Management. Manages, motivates and develops a large team, ensuring that the service levels are met. Manages resources, resource forecasts and allocation of work activities
    • Risk Management. Establishes and manages risk for the team’s skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting our commitments.
    • Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service, taking into account changing priorities or issues on services of a small to medium capacity. Uses strengths of team to achieve effective and efficient delivery of service within Service Level Agreement. (SLA) Creation, maintenance and adherence to Quality Standards as appropriate. Evaluates and integrates new workloads.
    • Business orientation. Anticipates the impact of business issues on own team and takes appropriate action.  Is responsible for monitoring and controlling issues and providing reports to customers and/or internal stakeholders as required.
    • Operations Focus and attention is primarily on the specific services which the team is delivering to their current customer base. Helps to define and implement best practice for given area. Responsible for improving core skills, adopting standard processes and encouraging re-use.
    • Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage.

    Key Performance Indicators

    • Operation availability, continuity, security & capacity meet agreed service level agreement (SLAs).
    • Delivering to cost budget.
    • Improving efficiency target.
    • Awareness and conformance to all relevant standards. Successful internal/external audits passed where appropriate.
    • Maintaining, and growing as appropriate, skill levels of the team.
    • All aspects of Performance Management process completed.
    • Build relationships with internal peers, stakeholders and customers as appropriate.
    • Customer feedback.
    • Recognizes where risk exists and communicates risk to the appropriate channels, with a proposal to address the problem.
    • Regular review of all service issues and exceptions.
    • Encourages the use of best practice across the team, including documenting and sharing with others.

    Requirements

    • Managerial skills record
    • Proficiency in the English language
    • Proven track record of high operational delivery performance, preferably in a Service Management / Service Desk environment
    • Strong understanding of Service Management and ITIL knowledge will be an asset
    • Strong leadership and interpersonal skills
    • Strong commercial awareness
    • Tactical and strategic thinking
    • Flexibility and ability to deal with ambiguity
    • Sound planning and organizational skills
    • Good communication & presentation skills
    • Positive drive and enthusiasm with a willingness and desire to grow and develop
    • Multilingual and international service delivery experience

    Why Fujitsu ?

    Opportunities to build a successful career path
    Flexibility - we are open to dialogue– many positions allow working part time or home office
    Internal and external training
    Attractive salary
    Great atmosphere and a chance to work with inspiring people from all around the world
    Integration events and Corporate Social Responsibility projects
    Unlimited access to training platforms
    Relocation support
    Private medical care
    Sport cards (OK System, Benefit System) – access to sports facilities throughout the city/Lunch subsidies
    Discounts for Fujitsu employees in many places throughout Lodz
    Fresh fruit
    Find and visit us!

    FujitsuTextorial Parkul. Fabryczna 1790-344, Łódź
    Nowa Fabryczna
    ul. Składowa 35
    90-127, Łódź


    University Business Park Ul. Wólczańska 17890-530 Łódź

    I declare that I consent to processing by Fujitsu Technology Solutions Sp. z o.o. registered in Warsaw (02-231) at 137 Jutrzenki Street, my personal data contained in my application in order to carry out the recruitment process, in relation to art. 6 par. 1 lit. a of the General Data Protection Regulation dated April 27, 2016.

    INFORMATION CLAUSE

    We hereby inform you that:

    1. the administrator of your personal data is Fujitsu Technology Solutions Sp. z o.o. registered in Warsaw (02-231) at 137 Jutrzenki Street;
    2. contact with a person, who performs the tasks of the Data Protection Officer at Fujitsu Technology Solutions Sp. z o.o., is possible via an email address: [email protected]) or in writing to the address of the data administrator with the note „Data Protection Officer”;
    3. processing of personal data within the scope provided in the application takes place in order to conduct and resolve the recruitment process for the position, while the legal basis for their processing is art. 6 par. 1 lit a of the General Data Protection Regulation dated April 27, 2016.;
    4. Your personal data might be transferred to other entities of Fujitsu Technology Solution with which Fujitsu Technology Solutions Sp. z o.o. cooperates in the realization of the recruitment process.
    5. Your personal data might be forwarded to
      1. Izrael on the basis resulting from decision of the European Commission about the appropriate level of protection of personal data.
      2. Japan, using appropriate protection in the form of standard data protection clauses approved by the European Commission
      3. You have the right to obtain copies of data transferred to a third country based on a written request submitted to Fujitsu Technology Solutions Sp. z o.o.;
    6. Your personal data will be kept for the period of 12 months from the moment the application;
    7. You have the following rights related to the processing of personal data by the administrator:
      1. access;
      2. rectification;
      3. remove;
      4. processing restrictions;
      5. raise objections to the processing;
      6. transferring data to another personal data administrator;
      7. raise objection to the processing of data in the process of automated decision making, including profiling;
    8. You have the right to withdraw your consent to the processing of your personal data at any time, without affecting the legality of the processing which has been carried out on the basis of consent before its withdrawal;
    9. You have the right to lodge a complaint with the supervisory body competent for personal data protection, if you acknowledge that the processing of your data violates the provisions of the General Data Protection Regulation dated April 27, 2016.;
    10. providing Your personal data is voluntary, but necessary to take part in the recruitment process;
    11. Your personal data will not be processed in the process of automated decision making.