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Service Delivery Manager- Client Facing

Salary undisclosed

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Job Description

Key accountabilities:

  • Manages the service delivery within small to medium sized accounts, or elements of service delivery within a large account, in order to deliver contracted service commitments & continual service improvements.
  • Contributes to forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.
  • Controls elements of service risks, service costs & improves productivity of low complexity contracts for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
  • Proactively manages internal and external suppliers in a service partnership as ‘one service team’.
  • Contributes to the continual improvement of Service Delivery standards & practices.
  • Depending on the size of the account, identifies opportunities for new business and account growth.

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 & Qualifications

  • Min Degree in IT/Engineering/Business or equivalent.
  • Minimum 5 years or more of experience in client services management, IT services/consulting, account management, or service delivery management.
  • Strong Service Level Management (SLMO) knowledge, change management or sales support.
  • Experience in stakeholder relationship & business risk management.
  • A team player, experience demonstrating excellent leadership skills, including mentoring & coaching.
  • Strong business communication skills are vital with good problem-solving & proactive attitude.

Organization

About Fujitsu Malaysia GDC

We are an established and rapidly growing Fujitsu IT services Company. Fujitsu‘s IT services business ranks top by market share in Japan and fifth worldwide. Undertaking computerization projects in Southeast Asia as well as various parts of the world. Fujitsu’s Malaysia GDC serves as a key component of Fujitsu’s global delivery framework. The availability of a highly educated and cultured adaptable workforce, with technical and managerial skills enables exceptional customer service standards with a cost-efficient operation.