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Service Delivery Manager

hace 2 meses

San Francisco, Heredia, Costa Rica Fujitsu A tiempo completo

Job Summary

We are seeking a highly skilled Service Delivery Manager to join our team at Fujitsu. As a key member of our delivery organization, you will be responsible for ensuring the successful delivery of services to our customers.

Key Responsibilities

  • Develop and implement standardized processes for service delivery that are adopted by all Fujitsu practices.
  • Identify best practices and share them with other project teams through regular communication and collaboration.
  • Establish and maintain working relationships with delivery teams to ensure contractual commitments are met and risks and issues are timely addressed.
  • Provide education and training to account teams on Fujitsu global standards to ensure consistent delivery methodology.
  • Drive process reviews to identify bottlenecks, efficiency improvements, and automation opportunities.
  • Conduct phase gate reviews for all types of projects to identify risks, issues, and opportunities for improvement.

Leadership and Collaboration

  • Work closely with Fujitsu and global delivery and quality leadership to operate as OneFujitsuTeam, aligning various delivery units and functional parts to ensure seamless delivery of services.
  • Lead, motivate, and develop direct and indirect teams to build or refine standard business capabilities for consistent delivery outcomes.

Customer Relationship Management

  • Engage with project teams and customers to get projects back on track as needed.
  • Manage selected account and customer escalations following defined entry and exit criteria.

Financial Management

  • Identify opportunities to reduce waste and improve efficiency in the delivery organization.

Learning and Continual Improvement

  • Drive delivery teams to assess outcomes and document lessons learned for future reference and identify areas for improvement.
  • Continuously drive for efficiency, continual service improvements, automation, and innovation for excellence in end-to-end service delivery.

Requirements

  • Must possess the ability to prioritize and perform multiple tasks.
  • Excellent strategic planning and analysis skills.
  • Support large-scale company-wide modernization projects for all technologies that incorporate a proactive and innovative solution to addressing business challenges and achieving organizational goals and objectives.
  • Must possess excellent knowledge and experience executing different types of projects, including transition, upgrades, AMS, application, etc.
  • Assist in developing and delivering presentations for senior leaders.
  • Should have at least 10+ years of experience working on IT projects and 5+ years of experience in a project/program management role.
  • Must be self-motivated and have excellent verbal and written communication skills, strong command of the English language.