Job Description

Key Accountabilities

• Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
• Managing several Service Delivery Managers, Project Leads and project members
• Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May be accountable for the TCV forecast.
• Actively owns service risks, controls service costs & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
• In conjunction with the customer identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.
• Proactively manages internal and external suppliers in a service partnership as ‘one service team’.
• Owns the continual improvement of Service Delivery standards & practices.
• Manages the service delivery team delivering to the customer(s), driving development and effectiveness.
• Depending on the size of the account, identifies opportunities for new business and account growth. Works independently, or with the Service Delivery Team or Delivery Executive, to develop new business within the account, where appropriate, leading on new business such as renewals.

• Understand the site objectives for this service and develop an overall plan for quality, cost and delivery (QCD)..
• Manage each delivery service appropriately based on the plan and assume full responsibility for service delivery
• Handle the following managements based on the JDU policy. Business, Resource, Finance, Project control, Equipment management and cross-management support.
• Maintain service level and propose ways on how to improve
• To perform other related tasks as may be assigned by the immediate Supervisor such as but not limited to:
  • Improve business process to prevent recurrence
  • Set up a to-be image and make suggestions to improve the business process
  • Suggest solutions
  • Gain understanding of project’s goal and establish project plan which includes estimation, scheduling and project management guideline
  • Manage a project successfully based on the project plan & be responsible for the quality, cost and delivery
  • Conduct Furikaeri during closing phase for the improvement of the team/members and provide feedback for the organization.
• To always strive to improve awareness of information security, to prevent security in cidents, and to take swift action when such incidents occur.

• Service performance meets service level agreement (SLAs).
• Service availability, continuity, security & capacity.
• Delivering to cost budget.
• Improving efficiency target.
• Customer satisfaction.
• Account / Sales growth targets

• Minimum 10 years IT infrastructure experience
• Experience of being an Service Delivery Manager in 3 projects or more
• With Project/Service Delivery Management experience
• Preferably with experience in Infra and Cloud management (Requirements, Design, Operation, Configurations)
• Preferably with Technical background on any technologies Server, Network, DevOPs, IT Security and IT Operation
• Preferably has handled Japanese clients
• Knowledge in ITIL
• Required to have 2 professional certifications (e.g. CCNP, Azure professional, PMP, etc.)