Oferta pracy

Senior Service Delivery Manager with German

Fujitsu Technology Solutions Sp. z o.o.

  • Opole

  • offer expired 2 months ago
  • contract of employment
  • full-time
  • senior specialist (Senior)
  • home office work, hybrid work
  • remote recruitment

Technologies we use

Operating system

About the project

Senior Service Delivery Manager ensures that all contracted services in a customer account (medium multi-disciplinary or single large size) are delivered profitably and meet customer expectations. On a senior management level within GDC structures will be responsible for leading Service Delivery Managers and supporting them in managing towers of their competencies as well as matrix of customers who are recipients of delivered services. Additionally, depending on the assignment role might be directly focused on a customer account. It is expected from Senior Service Delivery Manager to assure availability for planned and unplanned frequent business travelling to various units and locations inside and outside Fujitsu structures upon business and role requirements.

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

  • Customer Relationship. Acts as a single point of contact for the customer and builds a relationship as trusted advisor with the customer’s senior IT contact. Represents the customer’s interest and concerns internally to achieve a match of customer expectations and delivered services

  • Profitability. Is responsible for delivering against the agreed forecast of the engagement P&L and actively works with service owners to improve productivity and overall effectiveness to achieve ongoing performance improvements.

  • Leadership. Leads a team of Service Delivery Managers responsible for specific aspects of service. Provides direction and alignment to a virtual team of Fujitsu service delivery resources and external partners across countries to deliver as ‘one service team’ to the customer.

  • Seamless Service. Leads a cohesive virtual team of all Fujitsu service delivery resources and external partners to deliver as ‘one service team’ to the customer

  • SLA Compliance. Regularly reviews the attainment of service levels and drives the service owners to deliver at the committed quality. Recognises any divergence from acceptable plan and recommends actions. Owns improvement plans and ensures they are regularly reviewed and progressed

  • Risks Control & Escalations Management. Manages service risks, contractual exposure and critical escalations to prevent exposure of Fujitsu to customer claims.

  • Spotting Opportunities. Develops new business opportunities in conjunction with the customer and the account manager, and stimulates and defines requirements for new service as part of an IT Service Strategy

  • Service Introduction. Ensures such services are professionally scoped, contracted, introduced and accepted

  • Continuous Improvement. Contributes to the continuous improvement of Service Delivery standards and practices for the customer contract and the community.

  • People Management. Leads the team to deliver best-in-class customer experience and achieve operational excellence. Creates an environment of trust and respect and rewards excellent performance. Champions change within Fujitsu to drive results. Provides regular and honest feedback to team members; supports individual career development by maximizing opportunities to build experience and skills.

  • 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.

Our requirements

  • Ability to influence others

  • Ability to negotiate

  • Logical and Analytical approach

  • Leadership skills

  • Completer/Finisher

  • 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

What we offer

  • MyBenefit platform

  • Private medical healthcare

  • Sport cards

  • Lunch benefits and discounts

  • Group insurance

  • Awards

  • Holiday allowance „Wczasy pod gruszą”

  • Virtual Trainers Team

  • SABA – free of any charge learning platform with e-learning, e-books, courses, and educational materials

  • Introduce a friend

  • Glasses refund

  • Home Office work opportunity

  • 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

  • retirement pension plan

  • extra social benefits

  • holiday funds

  • employee referral program

  • opportunity to obtain permits and licenses

  • charity initiatives

  • one shorter working day

  • extra leave

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu is a world-leader in Enterprise Service Management (ESM). As a ServiceNow Elite Partner, we combine our years of experience and know-how with the power of ServiceNow, to deliver ESM processes that improve efficiency, reduce cost and free our customer’s staff to concentrate on what they do best –which is running the business. Our range of solutions are highly flexible and easily scalable, and regardless of business size, or whether the customer requires an off the shelf solution or something that’s individually created for the business, we can provide them with the configuration they need.

We are one of the world’s leading ServiceNow partners with a large number of successful implementations. We provide a comprehensive enterprise service management offering that includes business consulting, implementation and integration, design and development, global delivery center, certified training, and authorized support.

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