Service Delivery Associate with German
Lisbon, Portugal
há 3 dias
source : Europe Language Jobs


is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services.

Approximately 140,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe.

GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.

We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages.

Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.

Come and work with us!

We are looking for candidates passionate about technology and innovation, customer oriented, with the ability to multi-task and with great organizational, communication and interpersonal skills.

Join a multicultural, dynamic and enthusiastic team of over 1700 colleagues from all over the world!

Role Purpose

Supporting a new and challenging service while working with a diverse team, a Service Delivery Manager Associate is the pillar of the uSCALE Service and Customer relationship, responsible for the day-to-day operations of this service.

Typical career path will be to Service Delivery Manager.

The role holder will act as the main single point of contact (SPOC) and reference of the Fujitsu services for uSCALE PPU & DDS Customers - from a defined Customer list.

Assures the overall Customer Satisfaction

Oversees Contractual Deliverables

Performs Financial Control

Ensures Service Stability

Owns the quality of the Operational Support

Reports to the Service Delivery Manager and to the uSCALE Service Delivery Leadership.

Key Accountabilities

SPOC for Customer queries & escalations from a defined Customer list

Perform baseline Service Delivery Manager Associate activities as per role framework and scope

Initiate SDM activities with the existing Customers (Customer Mgt., implementation of regular meetings, verifying usage, perform financial and usage forecast, initiate CSAT and if needed SIP activities) and with the incoming Customers

Run (at minimum) a Quarterly Service Review meeting (preferably monthly / weekly and maintain minutes) with the Customers

Assist the uSCALE delivery Leadership with the lower-level build of the structure for BAU

  • Coordinate & lead with the uCEC on-boarding and off-boarding of Customers (Project & Transition Activities) : equipment onsite;
  • all installations performed; software deployed; acceptance and sign-off in place

    Apart from the Customer management, this role also supports the uCEC

    Activities also include scope from Data Driven Services

    Maintain Customer CMDB and oversee Asset Management (Deployment & HW reuse management)

    Customer Reporting current utilisation and demand forecasts

    Ensure Legal and Commercial compliance

    Conduct Fujitsu’s Audit process

    Equipment usage optimization (capacity assessment)

    Customer Change Management govern the change mgt. process; mainly related to equipment optimization and underpinning activities, such as implementation or decommissioning

    Financial Management billing control and invoice tracking

    Key Performance Indicators

    Established target SLAs and KPIs are met

    Contractual deliverables are met

    Delivery is on appropriate level of quality

    Service availability, continuity, security & capacity

    Customer satisfaction is on target

    Monitoring activities performed as required

    Reporting activities performed as required

    Customer on-boardings / off-boardings are effectively executed

    Skills required

    Minimum 4 years of experience within Service Desk Services (min. Service Process Lead / Team Manager or equivalent role as current position)

    Previous exposure and experience regarding Customer facing activities and maintaining Customer relationship

    Experience of setting up a new delivery organization and implementing end-to-end service processes working across multiple locations and interfacing into global delivery centres is a plus

    Proven ability to foster trusted relationships with end Customers; imaginative; can reach pragmatic solutions to challenges to the benefit of all parties

    Ability to control elements of service risks, service costs & improves productivity of commercially innovative (Pay-Per-Use & Data Driven Services) contracts for Customers & Fujitsu to increase profitability, continually improve cost effectiveness and deliver business outcomes

    Ownership of the continuous Service Delivery standards & practices improvement

    Experience of effective capacity forecasting and management within a complex eco-system

    Strong ITIL Knowledge especially around Incident, Major Incident, Request Fulfilment, Service Asset and Configuration Management

    Reporting skills

    Exceptional cooperation and communication skills

    Proficient in English and German languages

    We offer :

  • Competitive salary and bonuses;
  • Employment directly with Fujitsu with possibility of permanent contract;
  • Work life balance with part-time / full-time schedules available and 25 annual
  • leave days;
  • Life insurance and Private health insurance extensive to family members and
  • since the first day of employment;
  • International career in a dynamic and enthusiastic environment;
  • Training and internal career progression plan upon hiring;
  • Several discounts available with our partners;
  • The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on well-being, diversity and inclusion, environment and our community.
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