Japanese Bilingual Service Delivery Manager

Key Accountabilities

• Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
• Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May 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.
• Proactively manages internal and external suppliers in a service partnership as ‘one service team’.
• Owns the continual improvement of Service Delivery standards & practices.
• Manages the service delivery team delivering to the customer(s), driving development and effectiveness.
• Depending on the size of the account, identifies opportunities for new business and account growth. Works independently, or with the Service Delivery Team or Delivery Executive, to develop new business within the account, where appropriate, leading on new business such as renewals.

Responsibilities

• Understand the purpose of the delivery service and develop a service plan for quality, cost and delivery
• Implement quality, cost, delivery and personnel management based on each delivery service plan.
• Manage SLA governance, service availability, quality of service, and service levels to continuously improve services.
• Manage delivery services appropriately and be responsible for service delivery.
• Provide feedback to the organization with a retrospective on every quarter to improve the team
• Develop and manage JDU training plans for resources such as new graduates and mid-hire recruits.
• Transition management including service design, readiness and monitoring
• Risk and issue management
• Manage suppliers, subcontractors, and related contract delivery clauses
• Ensure service availability, continuity, security & capacity
• Carry out status reviews, and approve corrective actions
• Communicate status to lead region/customer on weekly, monthly basis
• Ensure customer satisfaction
• Contributes to the continual improvement of Service Delivery standards & practices

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 & Experience

• With deep background in Service Delivery for Infrastructure
• Infra Configuration experience – strong experience in Design/Build/Config/Test/Deploy/Maintain/Update
• Experience on quality, cost, delivery and personnel management
• Experience on SLA governance, service availability, quality and improvement
• Experience in Risk management
• Experience in Supplier/Vendor management
• Eligible for any of Redhat, Oracle Master, AWS, Google Cloud, MS Azure certification
• Willing to be deployed either local or Japan short term (3-6 mos) / long term (1-2 yrs) as needed