Oferta pracy

Senior Service Delivery Manager

Fujitsu Technology Solutions Sp. z o.o.O firmie

Fujitsu Technology Solutions Sp. z o.o.

aleja Roździeńskiego 1

Katowice

The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.
Senior Service Delivery Manager
  • Serving as an escalation point to the SDM team, Support teams & the Customer across all technologies and processes.
  • Supporting SDM team in everyday tasks, handling escalations, managing improvements, actively participating in Major Incident Management and Problem Management process for high profile issues
    – Requires versatile knowledge across all processes (Change, Incident, Major incident, Problem, Change, Configuration, Service Request Management, Access Management) and Technologies in 4 main fields: Network (including break-fix support), Voice, Hosting, Security.
  • Leading Service Management Board (customer facing meeting) and daily catchup calls with the customer (requires broad knowledge of the customer and the account)
  • Overseeing account documentation with emphasis on:
    -        Set of main documents: (OMG, SGG, SOW etc.)
    -        CSIP
    -        RISK registry
    -        Process Documents
    -        DR and Failover Tracker
  • -        Account BCP plans and others
  • Overseeing and delivering input for Periodic Service Report, including calculation of service credits in line with contractual obligations
    -        Requires ability to read and understand contract and it’s complex SLA structure
  • Acting as Functional and HR manager for the PL part of the SDM team (4 SDM) and as a functional manager to UK part of the SDM team (1 SDM)
    -        HR: ROTA management, full HR management, OMNIS, Teta, ZinZai, managing overtime, conducting 1:1 reviews, development plans etc.
    -        Functional: distributing tasks between team members, tracking progress of the assigned tasks, ensuring backup and cover in case of leave or sickness
  • Managing Service Management P&L – includes responsibility for making sure invoices are correct, cost model is updated, as well as supervising SM cost reforms program aimed as cost reduction, constant review of the costs and utilization of resources in of all Service Management teams working for Account and the Service Desk, also involved in overseeing P&L in Problem, CSIP and break-fix areas
What a Senior SDM has to have:
  • Versatility (ability to work across multiple technologies and processes)
  • Ability to Multitask (ability to manage a very complex service)
  • Very strong Relationship Management and Communication skills (ability to manage a very complex service in a very complex environment, when keeping good relationship with the SDM team, the customer and the support teams spread across UK, IND, POR & PL)
  • Working under pressure and at a very high pace (due to: 1. period setup – every period there are periodic meetings, periodic reporting and reviews to be completed; 2. amount of information and communication received daily as well as repetitive tasks that must be carried out and meetings that SDM should attend can be overwhelming)
What you can expect? HUMAN WORKPLACE
  • Work-life balance
  • Appreciation of your work, awards program
  • Support and motivation
  • Friendly atmosphere, diverse and international working environment
  • Job security
CAREER CHOICE AND DEVELOPMENT
  • External and internal training, courses, conferences
  • Opportunities for growth and promotions
  • Development opportunities in all directions – vertical and horizontal
  • Possibility to change department or scope
EMPOWERMENT
  • 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
INNOVATIVE TECHNOLOGIES
  • Access to high quality equipment and innovative technologies which we work with everyday
  • Industry-leading solutions, systems and programs

EXTENSIVE BENEFIT PACKAGE

FUN @ WORK

Various company events for employees and their families.
Team building events.
Cinema tickets, internal contests.
Relaxation zones in the workplace.
Discounts for employees.
CSR programs, initiatives and activities in areas such as environment, community involvement & development, diversity & inclusion, wellbeing and operating practices. 

COMFORT

Attractive locations in Łódź, Katowice and Warsaw.
Flexibility and home office opportunities.
Delicious tea and coffee.

HEALTH

Private medical care.
Fresh fruits.
Cafeteria benefit system.
Fujitsu sports teams e.g. running or cycling team.

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
 
.KTW
Aleja Roździeńskiego 1
04-202, Katowice

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