Service Delivery Manager

Service Delivery Manager

The resource must have a US / Canada location work visa. The area of responsibility includes leading various projects at a program level, engaging all service lines across Fujitsu as required, and / or building the delivery subcontract relationship required to deliver on our commitments.

You are interested in driving digital transformation within Fujitsu Customers within North America. You have the drive and passion to delight and excite our customers, exceeding their expectations every step of the way. You can be a role model and an inspiration leader for others in embracing and implementing change. You can provide significant contribution to the long term strategic development of the Fujitsu DX community, including driving best practice while designing and balancing the cost base. You can define the strategy for the assigned area of responsibility and represent Fujitsu at an executive level. You can take operational responsibility and complete accountability for planning, forecasting, budgeting, and financial results of the services your teams deliver. You have the requisite background to lead our delivery team(s) focused on large scale application modernization initiatives, leveraging Agile Methods and Technologies and representing Fujitsu's IP or Technology partners' IP. You can make a significant contribution to the long-term development of our delivery teams, including driving best practices, methodologies, and toolchains. You can articulate Fujitsu's vision to clients up to and including C-level executives. You have knowledge of the cloud technologies and trends as they relate to ITIL v3, Agile / Lean, and DevOps. You have a good professional network and experience of working with industry partners. You hold the highest ethical standards and act as a leader. You hold a record of successful delivery.

Key Responsibilities Include :

• Financial Management : Deep understanding of the service line financials (revenue, cost, margin), including underlying components that drive margin growth / decline. Proactively steer the direction of the financials to achieve targets. Complete accountability and responsibility for the understanding, documenting, and reporting on the cost base of the services. Accurately forecast business results based on leading / trailing indicators.
• Practice Management : Proactively assess Customer's needs and recognize the need for a new (or revised) offering, working collaboratively with our sales teams to secure future work. Articulate Fujitsu's value propositions and represent Fujitsu at Steering Committee meetings and client engagements. Build, and / or maintain, the right delivery capabilities though skill development, talent acquisition, or external partners.
• Sales Collaboration : Engages with our sales teams and clients to enlist interest in our offerings / capabilities. Work with other DTS leaders, Finance and Sales organizations to ensure that services and associated standards are well defined, documented and maintained, and can be both architected and delivered in a consistent, well understood way.
• Talent Management : Provide leadership toward the achievement of vision, strategy, and objectives. Assess, grow, and change talent as necessary to achieve business objectives. Ensure workforce planning is aligned to current and future direction. Coach and lead teams to help them deliver the prescribed service to the client, fulfilling client's business requirements. Maintains technical oversight of the service through its service life to ensure continued integrity, alignment to client need and continuous service improvement.
• Capability Development : Understands the skills / capabilities needed to deliver the service line offerings. Proactively manages the skill mix needed to grow the business, while balancing the need to achieve service line financial objectives. Ability to look ahead so we can proactively manage skill development in advance of Customer's needs.
• Client Management : Build trusted client relationships and ensure that we proactively communicate status and innovation through service delivery. Balances the needs of the client with the need to deliver on our business commitments. Fully accountable and responsible for delivering your services as defined in contracts with clients, backed up with status reports.
• Organizational Leadership : Assist with structuring an organization and assign the right team to achieve committed business results.

Experience : + 10 to 15 years related experience in delivering Infrastructure (both On Premise and Cloud) Support Services including managing small projects, End User / WaaS Support, Service Desk Support, familiar with Application Modernization.

Technical knowledge in different areas such as Agile methods and technologies, ITIL. Experience with Public Sector federal accounts. Cloud Migration Life Cycle experience at large companies. Experience in partnering with sales and the business to create a strong collaborative market presence that will ensure success in market awareness and sales execution. Success in delivering large, complex application transformation initiatives. Experience of operating in a large, complex and changing environment. Proven track record of managing executive level client relationships. Strong record in mentoring and coaching our talent to develop and grow. Willing to travel as needed to meet customers face to face.