Service Delivery Manager

Role Purpose

The Service Delivery Manager has primary operating performance responsibility for the Contractual Serviceswith theclientcustomer,and will ensure that all Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to theclient in accordance with the Agreement. This includes negotiation, implementation, and monitoring of SLAs / KPIs, the ongoing management of operationaldelivery teamsto provide the agreed levels of service, all required governance responsibilities,and continually and proactively working to improve service delivery and sustainability targets. Responsible for the financial management working with the Delivery Executive, control and stewardship ofanyIT 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 betweenour internal organizations and external suppliers, for supply of products and services.

Key Accountabilities

• Leads service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
• Develops effective relationships with 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 in order 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, complies with any required Change Order processes.
• Proactively leads internal and external suppliers in a service partnership as ‘OneServiceTeam’.
• Leads the continual improvement of Service Delivery standards & practices.
• Manages theServiceDelivery team and Specialists delivering to the customer(s), driving development, effectiveness and innovation.
• Identifies opportunities for new business and account growth. Works independently andwiththeAccount Management Team to develop new business within the account. Where appropriate able tolead on new business such as renewals and Change Orders.

Key Performance Indicators & Competencies

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