Senior Service Delivery Manager

Senior Service Delivery Manager

At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation. We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future.

That's why we are working with our customers to develop solutions that can help them reduce their environmental impact, improve their efficiency, and create a more equitable society. We are committed to contributing to the United Nations Sustainable Development Goals (SDGs). These goals are a blueprint for a better future for all, and we believe that technology can play a vital role in achieving them.

If you share our passion for making a meaningful impact on the world, we invite you to join our global family of 130,000 employees spanning more than 50 countries. We are a diverse workforce, and we offer a wide range of opportunities for you to grow and develop your career. Together, we can create a more sustainable future for all.

The Service Delivery Manager (SDM) is accountable for the successful delivery of managed IT services across Infrastructure, End User Compute (EUC), and Customer Experience Center (Service Desk) operations. The role serves as the primary operational and customer-facing leader responsible for ensuring service excellence, contractual compliance, customer satisfaction, financial performance, and continuous service improvement. The SDM manages global delivery teams, oversees service governance, drives operational maturity, and acts as the trusted advisor to customer stakeholders.

The position requires strong ITIL service management expertise, financial acumen, leadership capability, and a passion for delivering measurable business outcomes.

Key Responsibilities:

• Lead the end-to-end delivery of Managed Infrastructure, End User Computing (EUC), Workplace Services, Service Desk, and Customer Experience Center operations.
• Ensure achievement of contractual commitments, service level agreements (SLAs), experience level agreements (XLAs), and key performance indicators (KPIs).
• Manage major incidents, escalations, service recovery activities, and root cause analysis to maintain operational stability.
• Build and maintain strong customer relationships, serving as the primary point of contact and escalation for service delivery matters.
• Conduct regular service reviews and provide executive-level reporting, insights, and strategic recommendations.
• Drive customer satisfaction, user experience improvements, CSAT, NPS, and service performance outcomes.
• Own financial performance including revenue, profitability, forecasting, budgeting, resource utilization, and cost optimization.
• Identify and pursue growth opportunities through contract renewals, service expansions, and change requests.
• Ensure compliance with ITIL processes, security requirements, audit controls, regulatory obligations, and contractual commitments.
• Manage supplier, partner, and third-party vendor performance to ensure service delivery excellence.
• Lead continuous service improvement, automation, AI adoption, self-service initiatives, and operational transformation programs.
• Champion shift-left support strategies, proactive service models, and operational efficiency improvements.
• Lead, coach, and develop geographically distributed teams across onshore, nearshore, and offshore delivery locations.
• Foster a culture of accountability, customer focus, innovation, collaboration, and operational excellence.
• Drive measurable business outcomes through service reliability, operational maturity, customer advocacy, and continual improvement initiatives.

Required Qualifications:

• Bachelor's degree in Information Technology, Computer Science, Business, or related field.
• 12+ years of IT Managed Services experience.
• 5+ years in Service Delivery, Operations Management, or IT Leadership roles.
• Strong knowledge of: o Infrastructure Services o End User Computing o Service Desk Operations o Cloud Platforms (Azure, AWS, M365) o ITIL Service Management
• Experience managing client-facing managed services accounts.
• Experience owning service financials, budgets, forecasts, and margins.
• Proven background managing global delivery teams.

Preferred Qualifications:

• ITIL Foundation or ITIL Managing Professional Certification.
• PMP, Prince2, or Agile certification.
• Experience with Service Now or equivalent ITSM platform.
• Experience leading digital transformation, automation, or AI-driven service initiatives.

Success Measures:

• SLA / XLA attainment
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Service Availability and Reliability
• Incident Reduction
• Margin Achievement
• Revenue Growth
• Continual Service Improvement Delivery
• Employee Engagement and Retention

The pay range for this position is estimated at $136,920 to $176,040 USD. As a technology company, Fujitsu recognizes that human…