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The Service Delivery Manager has primary operating performance responsibility for the Contractual Services and the Client Account. He/She will ensure that all Services, Delivery commitments, and Deliverables required under the Contractual Agreement are provided to the CLIENT in accordance with the Agreement. This includes negotiation, implementation, and monitoring of XLAs/SLAs (Experience Level & Service Level Agreements), the ongoing management of operational facilities to provide the agreed service levels, and continually and proactively working to improve service delivery and sustainability targets. Responsible for 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. May also be required to oversee the overall management and control of the operation of formal contracts between own organization and suppliers for the supply of products and services.
Key Accountabilities - Leads service delivery to customer(s) to deliver contracted service commitments & continual service improvements.
- Develops effective relationships with the customer's senior management team.
- Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May also be accountable for the TCV forecast.
- Actively owns service risks, controls service costs & improves productivity for customers & Fujitsu 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 and comply with any required Change Order processes.
- Proactively leads internal and external suppliers in a service partnership as 'One Service Team'.
- Leads the continual improvement of Service Delivery standards & practices.
- Manages the Service Delivery team and Specialists delivering to the customer(s), driving development, effectiveness, and innovation.
- Identifies opportunities for new business and account growth. Works independently and with the Account Management Team to develop new business within the account. Where appropriate, lead on new business such as renewals and Change Orders.
Key Performance Indicators & Competencies - 8-10 years experience in a Service Delivery Management role in Managed Services, specifically with Service Desk, Workplace/Desktop Support Services, Hybrid/Cloud Infrastructure
- Service performance meets all XLAs/SLAs (Experience Level & Service Level Agreements) and key performance indicators (KPIs).
- Complete understanding of Delivery of Account P&L
- Knowledgeable on Service availability, DR and Business Continuity, Security & capacity.
- Skilled at Delivering to cost budget, developing additional profitable service revenue, achieves Account / Sales growth targets
- Proficient with managing and delivering superior Customer Satisfaction, when needed, can develop, and implement a Continuous Improvement & Action plan.
- Adept with Performance Management.
- Account management experience, including contract administration and change orders.
- Strong written and verbal English communication skills and can interact directly with clients.
- Good data analysis and reporting skills
- Financial administration skills, including forecasting, budgeting, calculating margins, etc.
- Experience leading or managing various onshore and offshore technical delivery teams.
- Project management experience desired
- Proficient with Microsoft 0365 including Word, Excel and PowerPoint, Teams
- ITIL Certified
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