bilingual service Delivery managerFujitsu

Description - External
Role Purpose
The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.
Key Accountabilities
Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
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.
Responsibilities
Understand the purpose of the delivery service and develop a service plan for quality, cost and delivery
Implement quality, cost, delivery and personnel management based on each delivery service plan.
Manage SLA governance, service availability, quality of service, and service levels to continuously improve services.
Manage delivery services appropriately and be responsible for service delivery.
Provide feedback to the organization with a retrospective on every quarter to improve the team
Develop and manage JDU training plans for resources such as new graduates and mid-hire recruits.
Transition management including service design, readiness and monitoring
Risk and issue management
Manage suppliers, subcontractors, and related contract delivery clauses
Ensure service availability, continuity, security & capacity
Carry out status reviews, and approve corrective actions
Communicate status to lead region/customer on weekly, monthly basis
Ensure customer satisfaction
Contributes to the continual improvement of Service Delivery standards & practices
Key Performance Indicators
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
Skills & Experience
With deep background in Service Delivery for Infrastructure
Infra Configuration experience - strong experience in Design/Build/Config/Test/Deploy/Maintain/Update
Experience on quality, cost, delivery and personnel management
Experience on SLA governance, service availability, quality and improvement
Experience in Risk management
Experience in Supplier/Vendor management
Eligible for any of Redhat, Oracle Master, AWS, Google Cloud, MS Azure certification
Willing to be deployed either local or Japan short term (3-6 mos) / long term (1-2 yrs) as needed
Additional Information
Bonus Eligibility
Requisition ID: 21000970
Contact Information
Shift: Day Job
Posting Date: Jul 26, 2021
Fujitsu

Taguig City, Metro Manila
Permanent
Full-time