About the role The Service Delivery Executive will lead a multidisciplinary team responsible for achieving the services commitments, objectives and outcomes, with customers and partners regionally, by taking a value-driven approach in meeting customers’ business and operational requirements. This includes negotiation, provision, coordination and monitoring of service delivery, and the ongoing management of operations to achieve the agreed levels of service. Seeking continually and proactively to improve service delivery by working collaboratively with other Service Line Leaders and Business Units. The assigned portfolio of services includes on-time IT services and recurring complex IT managed services within Fujitsu’s Platform Services and Digital Services offerings. The role holder will have overall responsibility for the financial management, assurance, control and stewardship of the assets and resources used in the provision of services, ensuring compliance with all governance, accreditation, legal and regulatory requirements. Similarly champions Fujitsu’s Delivery Excellence Program and assumes responsibility for the overall management and operationalization of formal contracts between own Service Line and suppliers, for provision of products and services to customers. Key Responsibilities: - Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements within assigned Service Line and in conjunction with other Service Line Leaders
- Accountable for forecasting and managing the delivery of assigned services backlog to achieve monthly and quarterly revenue and delivered gross margin targets
- Actively owns service risks, controls service costs & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
- Accountable and responsible for overall service vision and delivering services to specification (including SLAs and projects) defined in customer contracts, evidenced with service reports. Works with customer, partners, project managers and other Service Line Leaders to ensure successful and timely acceptance into service by customer.
- Manages a team’s delivering services to customers, driving development, accountability and effectiveness, by working with other Service Line Leaders and Business Unite leaders to ensure a consistently high standard of service delivery to customers as “one service team”
- Proactively engages key stakeholders at the C-Level to ensure benefits realization for both the customer and Fujitsu.
- Ensures the right governance structures are in place (customer & Fujitsu) to support the delivery of projects and ongoing service delivery and minimise issues/ escalations.
- Provides commercial oversight and discipline in the delivery of all services within the account.
- Actively owns service risks, controls service costs and improves productivity of high complexity contracts for customers and Fujitsu to increase profitability (Fujitsu) and continually improve cost effectiveness (Fujitsu and customer).
- Works collaboratively with customers, vendors and partners to develop strategic roadmaps for service delivery.
- Participate in customer reviews, workshops and pursuits to manage customers and key stakeholders’ experience at senior levels to deliver high quality, constantly evolving, excellent services.
- Drive a customer-centric approach throughout service delivery team by advocating for customer priorities, being the primary relationship holder with key customer stakeholders and driving frequent communication and check-ins.
- Lead on management of service delivery escalations and resolutions.
- Support successful management of change. Ensures key governance processes for escalations, change control, deliverable acceptance and joint project planning are in place and adhere to by Fujitsu and customer(s)
- Proactively leads internal and external suppliers in a service partnership as ‘one service team’ to customers.
- Leads, regularly contributes to and innovates on the continual improvement of service delivery standards and practices for customer contracts and Fujitsu’s service delivery function.
- Depending on the size of the account, identifies opportunities for new business and account growth.
- Share input on customer priorities, key stakeholder, negotiation strategies and statements of work.
- Provides direction and constant improvement of quality and governance activities for service delivery.
- Share input on solution due diligence via coordination with Solution Architects (SAs) across multiple areas of technologies; attend contract assurance reviews.
- Lead a strong and diverse technical team based on a culture of capability, accountability and success to achieve common goals in a collaborative manner.
- Understand customer strategies and identify potential opportunities of customer value.
- Assess training needs to ensure optimal competency levels for service delivery team.
Key academic qualifications and experience - Bachelor’s Degree in Information Technology or Business Management.
- Minimum of 10 years’ experience delivering high-quality customer-focused technical services and solutions.
- Minimum of 5 years’ experience with P&L management in a leadership role
- Proven Business acumen and ability to engage business leaders at the C-Level on functional and commercial issues.
- Ability to negotiate in complex circumstances with positive results for the customer and Fujitsu.
- Proven track record of developing, understanding and managing costs and service levels in a customer-focused operational environment.
- Proven track record of building, managing and transforming organisations that deliver business and technical solutions and services to meet customers’ financial and operational objectives.
- Engagement management experience and commercial awareness including experience of the pre-sales process for technical services and solutions.
- Experience bridging the gap between multiple stakeholders with competing agendas.
Key attributes - Strong leadership and stakeholder management skills that align with Fujitsu’s values, within functional areas and across functions/other Service Lines.
- Ability to mentor and develop others
- Is a strategic thinker.
- Ability to develop strong relationships with colleagues and partners.
- Excellent communications skills and the ability to work with a range of people of varying technical knowledge, often explaining complex concepts to colleagues and business users/stakeholders.
- Strong interpersonal skills with proven ability to influence and persuade at all levels.
- Demonstrates innovative and creative thinking, showing attention to detail.
- Strong analytical skills with the ability to identify issues and be a thought leader in a complex and rapidly changing environment.
- Ability to organize and prioritize assignments, as required.
- Strong written and verbal communication skills.
Key Performance Indicators - Service performance meets service level agreement (SLAs)
- Service availability, continuity, security & capacity
- Delivering to cost budget and realized target delivered gross margins
- Improving efficiency target
- Customer satisfaction
- In-contract revenue and gross margin growth target
- Achievement of Delivery Execllence change program milestone and objectives
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