Senior Service Delivery Manager

Fujitsu is looking for a Senior Service Delivery Manager who will be reporting to the Head of Global Delivery France.

In this position, you will be fully accountable for the delivery and fulfilment of all contracted services with the customer, including full P&L achievement, as well as for their alignment with the contract in terms of agreed Service Level Agreements (SLA’s). Besides, you will also be managing the Regional Service Delivery Managers.

You will be the first point of contact for the client who you will be in charge of building strong relationships with, and will be considered as a trusted advisor. You will ensure current SLA’s are met. You will analyse service reports against agreed SLA’s and plan meetings with internal and external stakeholders to review performance levels. Based on these meetings you will develop improvement plans to optimize the Service Delivery and client satisfaction and will implement it to strengthen the relationship with the client and generate additional revenue. In addition to that, you will also participate in Sales Operations and Business Development activities.

Within Fujitsu, we do not believe that meeting the SLA’s is the goal, but the basics. We strive for high customer satisfaction and recommendation scores as well as for end-user satisfaction.

You will be responsible for:

• Customer Relationship. You will engage with the customer at C-level and will act as a trusted advisor on the customer’s future IT strategy as well as on the resolution of key delivery issues. You will share the customer’s interests and concerns internally with Fujitsu’s senior management and will source knowledge, experience and best practices internally to meet the customer’s expectations and suggest innovative IT solutions;
• Contractual Delivery. You will manage Fujitsu’s resources to deliver contractual obligations and increase levels of customer satisfaction. You will manage P&L upsell opportunities and risks, and will report on delivery of current services. You will manage risk, delivery, revenue or financial issues until they are solved, and will ensure customer and end-users’ satisfaction are at the desired level;
• Profitability. You will make sure that the P&L engagement is delivered as forecast. You will set challenging improvement targets and will drive service owners to constantly improve quality and cost;
• Transformation Milestones. You personally drive change and innovation to meet the customer’s expectations on transforming their IT landscape;
• SLAs Compliance. You will regularly review the service levels’ attainment and drive service owners so that the delivery quality meets the one Fujitsu committed to;
• Leadership. You will lead a team of Regional Service Delivery Managers as well as a team of Program or Service Managers responsible for specific aspects of the service and will also provide guidance and alignment to a virtual team of service delivery resources and external partners. Your aim will be to ensure the delivery as a “one service team”;
• Risk Control & Escalation Management. You will manage key service risks, contractual exposure and client-wide critical escalations in order to prevent Fujitsu from being subject to customer claims. You will ensure that services are delivered in respect of the compliance frameworks and security guidelines;
• Spotting Opportunities. You will develop new business opportunities in collaboration with the customer and the Account Manager and will stimulate and define requirements for new services as part of an IT Service Strategy;
• Service Introduction. You will ensure such services are professionally scoped, contracted, introduced and accepted.
  
   

Shape your world and achieve together

We want the best people on our team, so we welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. 
We are committed to equality of opportunity for all. If you want to work alongside people with different ideas, in an inclusive business, that will welcome you and support you, come and co-create the future at Fujitsu.

What is in it for you?
When you join our team we offer you the opportunity to work in a flexible environment, with lots of room for personal growth. We offer additional training possibilities and the opportunity to expand your career internationally. With the increasing market share we welcome new colleagues to take part in this growth journey. We promote Hybrid working which means a combination of working from our office, the clients sites and your home office in the Paris area. For more information, please visit https://www.fujitsu.com/fr/about/careers/

At Fujitsu, we are building a people-centred networked society in which information and communication technology solves the challenges of society and the environment, and enables human well-being in the future as well. 
We shape the digital future of our customers, from defining strategy and creating a digital platform to deploying services and measuring the customer experience. The IT solutions that Fujitsu has to offer are developed with our long-term vision in mind; Human Centric, innovative, eco-friendly and state of the art.