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Service Delivery Manager NL

amsterdam START DATE: 2022-10-17 DEADLINE: 2022-12-31
For ING in Amsterdam , Fujitsu is looking for a service delivery manager

start: 17-10-2022
end : 31-10-2024
languages : NL + EN 
2 days per week onsite presence

Role Purpose
The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets. The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.
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.
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

Additional information on tasks at hand : 
  • Local Support services zowel onsite als in een Service Point
  • Optimalizatie van WPS  processen
  • Een hoge NPS score nastreven
  • Meewerken aan LSS offerte met strikte SLAs.
  • Contacten onderhouden met partners
  • E2E verantwoordelijk voor het behalen van de SLAs
  • Upselling opportuniteiten kunnen identificeren en zelfstandig uitwerken