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Service Delivery Manager

Apply now Job no: 26929
Work type: Permanent Full Time
Location: Perth
Categories: Information Technology

Fujitsu Australia Limited is part of one of the largest IT services companies in the World with annual revenues of more than $60 billion. Established for over 80 years, we employ in excess of 170,000 employees across 70 countries. Since 1972 we've grown to employ 5,000 people across our Australian and New Zealand operations and we continue to grow. In addition to extensive employee benefits package, we can offer real opportunities for growth and development.

What's On Offer?

Our Service Delivery teams form a high performing group integral to Fujitsu's success. We are currently looking for an Associate Service Delivery Manager to support a large WA customer. This is an excellent opportunity for you if you're looking to make a move into the SDM's career path in a role you will be able to grow into with mentoring support from senior team members.

Responsible for the delivery team the role offers a focus on Customer Centricity; you will be given the opportunity on a large high profile account. Your role will be to support the Service Delivery office, ensuring Fujitsu meets our contractual obligations and is seen as an integral part of our clients business

Responsibilities

  • Achieve contracted obligations to customers (SLA's) & financial objectives, through the coordination of day to day operational activities of Team Leaders and deliverables.
  • Manage resource requirements Staffing levels, training, tools, & recruitment. Implement innovative staffing & rostering models for assured coverage at the lowest possible costs benefiting both the customer & Fujitsu.
  • Retain the staff attrition rate at a low level with a focus on the positive attrition of staff being promoted to other Fujitsu positions.
  • Demonstrate leadership & a high commitment to the achievement of all service levels and KPIs & delivery of superior customer service.
  • Promote high staff morale.
  • Coordination of Service introductions and suggest service improvement
  • Management of the Risk Register
  • Collation and presentation of various customer reports
  • Co-ordinate customer meetings and ensure accurate minutes 
  • Improved knowledge for the service desk,
  • Promotion of automation, CSIP and innovation
  • Maintain a thorough awareness of all SLA's & Operational Level Agreements & KPI's applicable to each delivery team managed.
  • Review all month-to-date SLA reports provided by Service Level Management for each of the delivery teams managed, & proactively manage the delivery of services to meet or exceed service level targets by clear consistent direction to the team leaders.
  • To provide advice, (support via mentoring, goals setting, coaching, feedback,) to the customer, Team Leaders & staff, including identifying & and coordinating training activities.

What Do We Want From You?

Experience/Qualifications

  • Significant demonstrable experience & knowledge in the establishment & running of a complex multi-faceted high volume / high demand ICT operational service delivery teams.
  • Minimum 5 years plus ICT industry experience with minimum 3 years in key ICT Operational service delivery & support service management & minimum 2years+ as Manager of a large ICT delivery team.
  • Preferable ITIL v2 and v3 foundation certification
  • Demonstrable customer centric ICT service delivery & support focus
  • High order communication & negotiation skills.
  • Demonstrable awareness of current industry ICT Service Delivery models & processes
  • Advanced ICT Service Delivery performance management experience
  • Demonstrable understanding of Service Delivery contract models & capacity to manage service delivery to contracted terms & conditions & to identify opportunities for contract performance improvements.
  • Excellent people management & team building skills & further development of high performance teams
  • Strong technical knowledge of ICT serviced delivery performance management technologies including Performance management & monitoring tools and large scale ICT environments
  • Advanced Knowledge of contact handling, incident management, escalation & service desk best practices
  • Health Service Delivery experience is desirable
  • Willing to work on a 24/7 roster

Location

Perth

At Fujitsu we are committed to provide an inclusive work environment and equal employment opportunity. We encourage applications from people from diverse backgrounds and culture"

"Fujitsu does not accept any unsolicited resumes from head-hunters, executive recruiters, or other staffing or recruitment agencies. Please do not submit or forward any resumes, CVs or profiles to the Fujitsu careers portal, nor to any Fujitsu personnel. Fujitsu will not pay any fees relating to unsolicited resumes."

NB: Applications will be reviewed prior to the closing date; which is dependent on the status of the recruitment process and is subject to change without notice.

 

 

Advertised: W. Australia Standard Time
Applications close: W. Australia Standard Time

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