Service Delivery Manager

Service Delivery Manager, Senior Service Delivery Manager

Resource must have US / Canada location work Visa.

Job Description

The area of responsibility will include leading various projects at a program level, engaging all service lines across Fujitsu as required, and/or building the delivery subcontract relationship required to deliver on our commitments.

• You are interested in driving digital transformation within Fujitsu Customers within North America.

• You have the drive and passion to delight and excite our customers, exceeding their expectations every step of the way.

• You can be a role model and an inspiring leader for others in embracing and implementing change.

• You can contribute significantly to the long-term strategic development of the Fujitsu DX community, including driving best practices while designing and balancing the cost base.

• You can define the strategy for your area of responsibility and represent Fujitsu at an executive level.

• You can take operational responsibility and full accountability for planning, forecasting, budgeting, and financial results of the services your teams deliver.

• You have the background to lead delivery teams focused on large-scale application modernization initiatives, leveraging Agile Methods and Technologies, and representing Fujitsu’s IP or Technology partners’ IP.

• You can contribute to the long-term development of our delivery teams, including driving best practices, methodologies, and tool chains.

• You can articulate Fujitsu’s vision to clients, including C-level executives.

• You have knowledge of cloud technologies and trends related to ITIL v3, Agile/Lean, and Dev Ops.

• You possess a strong professional network and experience working with industry partners.

• You hold high ethical standards and act as a leader.

• You have a proven record of successful delivery.

Key responsibilities include:

Financial Management:

• Deep understanding of service line financials (revenue, cost, margin), including drivers of margin growth/decline.

• Proactively steer financials to achieve targets.

• Responsibility for understanding, documenting, and reporting on the cost base of services.

• Accurate forecasting based on leading/trailing indicators.

Practice Management:

• Assess customer needs and identify opportunities for new or revised offerings, collaborating with sales to secure future work.

• Articulate Fujitsu’s value propositions and represent Fujitsu at Steering Committee meetings and client engagements.

• Build and maintain delivery capabilities through skill development, talent acquisition, or external partners.

Sales Collaboration:

• Engage with sales teams and clients to promote our offerings and capabilities.

• Work with DTS leaders, Finance, and Sales to ensure services are well defined, documented, and consistently delivered.

Talent Management:

• Lead the achievement of vision, strategy, and objectives.

• Assess, develop, and adapt talent to meet business needs.

• Ensure workforce planning aligns with future directions.

• Coach teams to deliver services aligned with client requirements, maintaining technical oversight for service integrity and continuous improvement.

Capability Development:

• Understand required skills and capabilities for service delivery.

• Manage skill mix proactively to support business growth and financial objectives.

• Plan skill development ahead of customer needs.

Client Management:

• Build trusted relationships and communicate proactively about service status and innovations.

• Balance client needs with business commitments.

• Responsible for delivering services as per contracts, with regular status reports.

Organizational Leadership:

• Assist in structuring teams and assigning resources to achieve business results.

Education or Equivalent Experience

• 10-15 years experience in delivering Service Desk, Infrastructure Support, End User/WaaS Support, familiar with Application Modernization.
• Technical knowledge in Agile, ITIL.
• Experience with Public Sector federal accounts.
• Cloud Migration Life Cycle experience at large companies.
• Experience partnering with sales and business to enhance market presence.
• Success in delivering large application transformation initiatives.
• Experience operating in complex, changing environments.
• Proven ability to manage executive client relationships.
• Strong mentoring and coaching skills.
• Willingness to travel as needed.

Fujitsu salaries are aligned with geographic location. The disclosed range is an estimate and may vary based on skills, experience, and other factors. The role may be eligible for incentives based on company and individual performance. Fujitsu values diversity and equal opportunity, considering candidates regardless of race, gender, religion, or other protected characteristics.