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INT/EXT_DTS-DW-CE_Service Delivery Associate_DE

Service Delivery Management
Global Services Integration Business
190005EE Requisition #
Thanks for your interest in the INT/EXT_DTS-DW-CE_Service Delivery Associate_DE position. Unfortunately this position has been closed but you can search our 641 open jobs by clicking here.

Key Responsibilities

  • Support commercial processes (e.g. SOW) and project activities (e.g. transition, extension of services);

  • Support Knowledge management  Framework (e.g. Aggregation of Knowledge areas, define structure, status reporting);

  • Continually reviews the processes (incident/service requests/change management) and associated activities for efficiency and effectiveness, and makes recommendations for improvement; Implements solutions to identified issues;

  • Produces and analyses statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting;

  • Responsible for SLA daily follow up;

  • Follow up of backlog, individual SLA and productivity in order to manage the activity;

  • Ensuring weekly team meetings;

  • Actively controls service costs & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu& customer);

  • Owns the continual improvement of Service Delivery standards & practices.


Key Performance Indicators

  • Service performance meets Service level agreements (SLAs);

  • Service availability, continuity, security & capacity;

  • Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures;

  • Accurate and well validated reports available in a timely manner;


Desired Experience and Knowledge

  • Broad experience of IT Delivery and solid ITIL background, ideally ITIL foundation certification;

  • Very good Sharepoint and MS Office (especially Excel) skills;

  • Ideally commercial and legal background;

  • Good communication skills and a structured approach to work focused on getting results;

  • Independent, self-motivated worker

  • 1 vacancy with German mandatory;

  • 1 vacancy with German preferential;

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