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Process Manager (Incident & Request Fulfillment Manager) - Fujitsu Portugal

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Global Services Integration Business
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190003AE Requisition #
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Fujitsu 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! 

 

Role Purpose

 

The Process Lead has responsibility for a specialist service management function within or for an account.  They champion the Incident Management processes within Service Delivery Management, monitor process effectiveness and make recommendations for improvement. They help to improve service standards using and building a comprehensive knowledge base, sharing best practice and liasing with customers (internal and external) to provide excellent service. 

 

Key Accountabilities

 

• Delivers a specialist service management function within or into a account
• Leads on elements of service delivery to lower management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.
• Contributes to the service partnership as part of one service team with internal and external customers.
• Monitors, maintains and ensures compliance to their process specialisim
• Continually reviews the process and associated activities for efficiency and effectiveness, and makes recommendations for improvement.
• Analyzes and reports on details of issues and updates stakeholders accordingly
• Implements solutions to identified issues
• Produces and analyzes statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.
• Participates in regular reviews to resolve issues / review processes with relevant parties, such as Service Desks, Operations, Account Team etc

 

 

Key Performance Indicators

 

• Manage the resolution of incidents to agreed service levels
• Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
• Act as point of escalation when closure of an incident is disputed by the user
• Ensure the Incident Management process, procedures and work instructions are adhered to by all relevant parties
• Monitor and report on the effectiveness of the Incident Management procedures

 


We offer:


  • Competitive salary package and bonuses

  • Employment directly with Fujitsu with possibility of permanent contract

  • Work life balance with 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 wellbeing, diversity and inclusion, environment and our community

  • If you are moving to Portugal we also offer a great relocation package (initial flight expenses and accommodation refund) and the support of our Welcome Buddy to help you settle in.



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