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!
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.
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
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
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
Exceptional cooperation and communication skills
Proficient in English and German languages
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