Senior Service Delivery Manager with German

Your responsibilities

• Taking ownership of service delivery for one or multiple customers

• Ensure the agreed service management standards and process are adhered to

• Ensure the deliverables of the service delivered to the customer meets or exceeds contractual requirements

• Ownership of the Service Improvement programme for Service Management

• Setting key metrics – Key Performance Indicators (KPIs) and Critical Success Factors (CSF’s) and reporting against them

• Drive P&L and Budgeting to ensure service is delivered profitably at the same time generating cost savings for the customer

• Explore opportunities and expand service whenever possible

• Act as a face of Fujitsu in front of the customer, providing the best delivery standards and building immaculate relationship with all customer counterparts involved in contractual service delivery

• Participation in obligatory training courses to which the employer will refer the employee.

• Enabling to subordinates - other department employees - to raise their professional qualifications, in particular by participating in the trainings referred to in point above.

• Responsibility and ensuring timely implementation of obligatory training courses for employees on which the employer directs them.

• Preparation of working time schedules and settlement of working time of subordinate employees of department, in accordance with applicable regulations.

• Responsibility for the implementation and maintenance of documentation of the development process ("Individual Development Plan") of subordinate employees of the department.

• Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements.

• Processing of personal data only to the extent necessary for the proper performance of duties in the position

• Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through: a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data; b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data.

• The employee is obliged to comply with the obligation to carry out other superiors' orders regarding work in accordance with the law and the type of work specified in the contract.

• Service performance meets service level agreement (SLAs)

• P&L achieves or exceeds the forecasted revenue and margin

• A satisfied customer resulting in additional business and contract renewals

• Customer willing to act as a positive reference to prospects

• Build and enhance relationships with Account Service Governance and all Capability Units

• Ensures meeting all service objectives, continual improvement of service quality and interworking of al counterparts involved

• Owns and accepts responsibility for escalation of Service Delivery issues

• Manages SLA performance through monitoring activities

• Contributes to the continual improvement of the Service support standards and practices for the customer contract and community

• Owns risk and productivity improvements to support service delivery unit in order to create a ‘best in class’ service.

• Establishing a quality working relationship with Customers, Suppliers, Colleagues and other Fujitsu departments in order to ensure quality and timely fulfilment of Services delivered by the Service Management

Our requirements