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We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

We are seeking a Service Delivery Manager to take end to end accountability for the delivery of a key Fujitsu government client based in Wellington.

This customer facing role brings together Fujitsu delivery teams and partners to create an integrated and consistent service experience. You will be the primary operational contact for service delivery matters, establish effective governance and escalation pathways, and strengthen customer confidence through reliable, transparent and outcome focused delivery.

Working closely with the Client Relationship Manager and teams across Fujitsu, you will connect day to day service performance with the customer’s priorities, account strategy and longer-term success.

Furthermore you will:

• Lead end-to-end delivery of contracted services across applicable Fujitsu lines of business.
• Bring internal delivery teams, partners and suppliers together as one coordinated service team.
• Act as the primary operational contact for service delivery matters, customer issues and escalations.
• Establish effective customer and internal governance, including service reviews, operational forums and performance reporting.
• Manage service performance against agreed Service Level Agreements and Experience Level Agreements.
• Build a detailed understanding of the customer’s business, operating environment, priorities and challenges.
• Drive continuous improvement and innovation using insights, analytics, automation and recognised service-management practices.
• Lead operational readiness for new or changed services and coordinate transition and transformation deliverables.
• Manage contractual commitments, account planning, service risks, technical roadmaps and lifecycle considerations.
• Lead and develop direct and virtual teams while maintaining appropriate resourcing and capability forecasts.
• Manage forecasting, accruals, revenue, delivered gross margin, invoicing and billing matters.