Oferta pracy

Senior Service Delivery Manager with German

Fujitsu Technology Solutions Sp. z o.o.

  • Lower Silesia

    Lower Silesia
  • offer expired 24 days ago
  • contract of employment
  • full-time
  • senior specialist (Senior)
  • home office work, hybrid work
  • remote recruitment

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

  • Proficiency in German and English language

  • Willingness to travel – up to 25%

  • Specialist university degree or equivalent education or experience

  • Extensive experience in Business Process Services – CRM

  • GDPR knowledge and experience in managing GDPR relevant data services

  • ITIL Foundation Certificate in Service Management or v3 equivalent

  • Extensive knowledge of the ITIL Service Support standards & practices

  • Broad understanding of the IT market and its future direction

  • Experience in building and sustaining customer relationships on a senior level

  • Excellent people management skills including leading a virtual teams

  • Excellent written and oral communication skills at all levels, in English

  • Skills in developing individuals, teams and the business

  • Understanding of business cycles and issues

  • Financial management

  • Previous P&L responsibility desirable

  • Commercial exposure (bids, tenders) desirable

  • Project Management Methodology

  • Ability to influence others

  • Ability to negotiate

  • Logical and Analytical approach

  • Leadership skills

  • Completer/ Finisher

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • integration events

  • extra social benefits

  • holiday funds

  • christmas gifts

  • employee referral program

  • charity initiatives

  • family picnics

  • one shorter working day

  • extra leave

  • Online initiatives

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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