Service Delivery Executive

The Service Delivery Executive is responsible for the overall customer experience and outcomes in targeted account(s) by taking a value driven approach in meeting customer(s) business requirements. Works alongside the Project Management Office (PMO) and Delivery to align executive stakeholder expectations and gain their support to ensure the successful delivery and acceptance of Fujitsu’s services and programs, with emphasis on enterprise applications and digital services. Brings a level of strategic outlook, commercial oversight and stakeholder management above the PMO level in support of customer(s) program and project delivery. Assumes responsibility for the overall financial management, control and stewardship of the assets and resources used in the provision of services, ensuring compliance with all governance, legal and regulatory requirements. Similarly assumes responsibility for the overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services including major projects.

Key responsibilities 

• Accountable and responsible for overall service vision and delivering services to specification (including SLAs and projects) defined in customer contracts, backed up with service reports and working collaboratively with the Project Management Office (PMO) and Delivery.
• 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
• Ensure value realization from the implementation and adoption of enterprise applications where appropriate
• 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 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 escalation resolutions.
• Closely collaborate with the PMO to drive and deliver on business outcomes.
• Support the introduction and 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.
• Accountable for significant cost budgets and governance of complex and diverse multidisciplinary teams within a regional context.
• Responsible for contract lifecycle, developing new services business and growth within the account leading on opportunities, renewals and new business.
• 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 Service Towers; attend contract assurance reviews
• Assess training needs to ensure optimal competency levels for service delivery.

Key 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
• Experience in implementing enterprise applications in corporate organizations
• 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

• Ability to mentor others
• Is a strategic thinker
• Strong leadership and stakeholder management skills that align with Fujitsu’s values
• 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

• Total contract management.
• Service performance meets Service Level Agreement (SLAs).
• Service availability, security, capacity & continuity.
• Delivery to P&L of account including major projects
• Margin improvement and cost reduction.
• Driving efficiency.
• Additional profitable service revenue.
• Customer satisfaction and action plan (i.e. - Net Promoter Score (NPS))
• Performance Management.
• Account / Sales growth targets 

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. Send us your resume today!