Job Description

Role Purpose

Responsible for the planning, implementation, control, review, and audit of service delivery to meet customer business requirements. This includes the negotiation, implementation, and monitoring of Service Level Agreements (SLAs), as well as the ongoing management of operational facilities to ensure agreed service levels are met. The role continuously and proactively seeks to improve service delivery quality and sustainability targets.

It also includes full financial management, control, and stewardship of IT assets and resources used in service delivery, ensuring compliance with all governance, legal, and regulatory requirements.

Additionally, the role oversees the management and control of formal contracts between the organization and external suppliers for the provision of products and services.

Key Accountabilities

• Leads service delivery to customer(s) in order to meet contracted service commitments and drive continual service improvements.
• Develops and maintains strong relationships with the customer’s senior management team.
• Accountable for forecasting and managing the account P&L (orders, revenue, and margin), balance sheet, and cash; may also be accountable for TCV forecasting.
• Actively owns service risks, controls service costs, and drives productivity improvements for both the customer and Fujitsu, increasing profitability and cost-effectiveness.
• Works with the customer to identify and define requirements for new services and ensures their professional introduction and acceptance into service.
• Proactively leads internal and external suppliers in a unified “one service team” approach.
• Drives continual improvement of Service Delivery standards and practices.
• Manages the Service Delivery team (SDMs and Specialists), ensuring development, performance, and effectiveness.
• Identifies opportunities for new business and account growth. Works independently or with the Account Management Team to develop new business within the account, where appropiate, leading on new business such as renewals.

Key Performance Indicators (KPIs)

• Service performance meets agreed SLAs.
• Delivery of the Account P&L.
• Service availability, continuity, security, and capacity.
• Delivery within the agreed cost budget.
• Achievement of efficiency improvement targets.
• Growth of additional profitable service revenue.
• Customer satisfaction and execution of action plans.
• Effective performance management.
• Achievement of account / sales growth targets.