Head of IT Service Delivery

Position Overview

Within Global Digital Workplace, the Head of Service Delivery Manager owns how IT services get delivered end to end: what gets measured, what “good” looks like, and how consistently it is met. You will own service performance, the operating model, and the outcome — and you will be close enough to day-to-day operations to know whether what is running is actually working.

This is a role for someone who wants both depth and scope. You will be hands-on in service operations — incident, problem, and change management, SLA and OLA performance, and the service catalogue — while owning the service management direction that sits above it. We operate a platform-agnostic ITSM model across a mixed technology estate, working with internal delivery teams and third-party service providers.

The work we do at FUJIFILM Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Biotechnologies and help make the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe.

We are proud to cultivate a culture that will fuel your passion, energy, and drive - what we call Genki. Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit:

Leading through disruption is part of the role — major incidents, service outages, and high-severity escalations. When something breaks, you own the response, direct the teams and vendors resolving it, run the root cause analysis, and are accountable for it landing without repeat failures.

You will work with application owners, infrastructure teams, vendors, and colleagues across our global sites, in an environment where service reliability is a patient safety and regulatory matter, not just an IT one.

• Own end-to-end incident, problem, and change management across the IT service portfolio, ensuring consistent process discipline and timely resolution.
• Define and track SLAs, OLAs, and service KPIs; report performance against target and drive corrective action where service falls short.
• Own the service catalogue and ensure it reflects what is actually delivered, to whom, and at what standard.
• Chair or oversee service review forums with business and technical stakeholders.
• Act as senior escalation point for service issues that cross team or vendor boundaries.

• Lead major incident response: coordinate resolver groups, drive communications, and own the incident through to closure.
• Run root cause analysis on significant incidents and own the resulting corrective and preventive action plan through to completion.
• Track recurring issues and drive them into permanent fixes rather than repeated workarounds.
• Own post-incident reviews and ensure lessons learned are captured and actioned.
• Maintain and test escalation and crisis communication procedures.

• Own the ITSM framework (incident, problem, change, request, and knowledge management) and its consistent application across teams and providers.
• Drive continuous service improvement: identify systemic weaknesses, prioritize fixes, and track them to closure.
• Define and maintain service management policies, procedures, and documentation.
• Own service reporting and…