Global Delivery Head of Service Operations

6 meses atrás

Lisboa, Portugal Fujitsu Tempo inteiro

**Global Delivery Head of Service Operations**

**Job Description
At Fujitsu, we have embarked on an integrated approach to digitally transform business and practices to strengthen company competitiveness. A critical component of our journey is to implement global service lines, standardized across all our Global Delivery Unit locations.

The GDU Head of Service Operations will be responsible for implementing, leading, managing and developing the Service Operations Service Line and contributing to the transformation, that supports large-scale adoption of automation, incorporates follow-the-sun, leverages AI techniques and standardized delivery methodologies across all Global Delivery Centers (GDCs).

The GDU Head of Service Operations scope covers Service Architecture, Service Desk, Service Management, Service Thought leadership and Digital Service Management and we seek a leader who brings a comprehensive background in managing a complex workforce in dynamic global environment.

**Responsibilities
**Customer Service**
- Lead, manage and develop the Service Operations Service Line to standardize and optimize service delivery across all Fujitsu locations within the Global Delivery Unit.
- Improve Customer Centricity by positioning the Service Desk and Service Management Capabilities as a key enabler to provide Service Delivery Excellence to our Customers.
- Position GDU Service Operations as the default integration layer for GDU services - Work with Delivery Partners, Account aligned Service Managers and other GDU Service Lines / Resolver groups to ensure that GDU is aligned to achieve excellence in Customer experience (beyond SLA achievement). Develop and implement competitive cost models for Service Operations to improve win rates and transparency.

**Capability Development
- By transforming the capabilities and skills of the Service Line, improve service competitiveness to drive growth.
- Define and implement an effective Service Line location strategy that both supports Regional requirements and maximizes labor arbitrage benefits.
- Ensure that resolver group Delivery Standards are achieved aligned with S360 performance metrics.
- Drive standardization across all resolver groups versus the GOSA delivery kit baseline, including maintaining defined services, outcome base cost models and learning pathways.
- Implement the Digital Service Management concepts, ensuring that service standards are adhered to and that service flows are optimal.
- Work closely with our customers and Regional Stakeholders to drive and develop a high degree of AI, Automation, Scalability and Self Service.
- Ensure ongoing Standardization of Service Desk and Service Management capabilities across all our Global Delivery Centers to deliver continuous outstanding services to our Customers.
- Optimize Service Line Resource Management by effective cross-training/upskilling, recruitment and planned attrition.
- Value the Diversity of our people and locations, promoting cultural empathy and build and live a « customer centric » culture based on our Fujitsu Way and value set. Ensure compliance with industry regulations and organizational policies across GDCs and incorporate ESG (Environmental, Social, and Governance) principles into the service line strategy.

**Requirements
- 8+ years of relevant experience in managing complex services, ideally in dynamic global environment.
- Strong leadership skills to lead and manage a team of Senior Leaders, providing guidance, coaching, and support to ensure the team is equipped with the necessary skills, knowledge, and empowerment to deliver high-quality services to clients.
- Great at building relationships with key stakeholders based on mutual respect and trust. Highly effective when working within a matrix. Excellent communication, presentation and collaboration skills are essential.
- Obsessive about delivery within a diverse customer base and a naturally inquisitive and proactive person, asking insightful questions to obtain early identification of opportunities, risks, and innovative thinking.
- Able to achieve outcomes by exercising influence through use of knowledge and experience. Able to manage projects and change effectively and ensure that projects are implemented smoothly, without disrupting service delivery and client satisfaction, on time and within budget.
- Value the diversity of our people and locations, demonstrating cultural empathy and the ability to build and live a « customer centric » culture based on our Fujitsu Way and value set. This is a global role requiring flexibility in working practices to accommodate communication across Fujitsu regions. You will be expected to join remote meetings that may be early or late in your day but can also balance your working time. Frequent travel is required.

**At Fujitsu, you will enjoy**:

- Competitive salary
- Permanent contract
- Life insurance and private health insurance extensive to children for free and since first day of em

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