Senior Service Delivery ManagerLocation: Łódź, Poland Apply Now!


   Role description:


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. Depending on the assignment role may be directly focused on a customer account or can be a senior management placement within GDC structures, where looking after Service Delivery Managers and tower of their competencies as well as matrix of customers who are recipient of delivered services.




  Accountability:


 
  • 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 Associate Service Delivery Managers / Service 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 continual 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 & 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.





     







    Skills required 

          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
    Ability to influence others
    Ability to negotiate
    Excellent written and oral communication skills at all levels, in English and German
    Logical and Analytical approach
    Skills in developing individuals, teams and the business
    Understanding of business cycles and issues

     

      What we offer:


    An interesting job in one of the largest IT companies
    Numerous development opportunities
    Challenging work environment
    Competitive salary
    Additional benefits including private medical care and Multisport/OK system cards





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