Service Delivery Manager

To qualify for the role, One must have Over 6 years of Service Delivery experience, IT operations environment, preferably in Service Management and overall, more than 10 Years of Experience. He should have strong understanding on WinApp/Wintel, Virtualization, Midrange(RHEL & UNIX) and Citrix technology. Strong understanding ITIL.Service Introduction Provides advice and guidance to support operational acceptance. Acts as the Service Acceptance Manager on behalf of the Account sometimes. Ensures new services are introduced in standard way& accepted into service. Customer Relationship Primary point of contact for the client, responsible for building and nurturing strong relationships. Understands customers strategy and marketplace in which they operate now and, in the future, and cascades to Account and Delivery Teams Ensures service is delivered in line with contractual obligations. Reviews the customers expectations frequently and identifies gaps that require discussion, to reach an agreed conclusion. Ensures that customer feedback on NPS/ CSAT & CSIPs are timely collected & acted upon Service Delivery and Support Accountable for overall planning, monitoring, control, quality management and improvement activities within the Service engagement.Develops the Plan detailing Engagement objectives, success criteria, RAID, scope, quality, risk, human resources, communication, and financial, supplier, stakeholder etc.Leads service delivery to customer(s), aligned with the standard agreed processes/SOPs to deliver contracted service commitments.Manages the contract scope and handles scope creep within the account wherever appropriate.Acts as a bridge between the client and the service delivery teams, ensuring that quality issues are resolved promptly and efficiently, leading to high customer satisfaction and service consistency.Monitors, maintains, and ensures compliance to the Process and respective industry and Fujitsu standards.Participates in internal & external audits as required and presents information on quality & process adherence.Ensures that delivery teams take corrective & preventive actions based on the audit & compliance findings.Responsible to work with Project Managers (managing IT projects within the Managed Services framework) to ensure delivery and support client engagement w.r.t risks and issues.P&L Management & Account Growth Understands the trading models and is accountable for forecasting and management of the account P&L (orders, revenue & margin), TCV forecast. Works with delivery teams to control service costs, improve profitability (Fujitsu) cost effectiveness (Fujitsu & Customer). Identifies opportunities for new business and account growth (Delivery Lead Growth). Works with Delivery Executive, Customer Executive & Customer Engagement team, to develop new business within the account, where appropriate, leading on new business such as renewals. Fully conversant with the Fujitsus portfolio / offerings and presents to customer as required. Risk, Issue and Opportunity Management Drives RAID (Risk, Assumptions, Issues, and Dependencies) management in accordance with the standard process. Works with the delivery teams and helps them to identify risks & issues, document the risks, their impact, mitigation actions and contingency plan. Reports risks in monthly service reviews along with the status of the mitigation actions. Escalates to relevant stakeholder, collaborates with teams to implement actions to manage he escalation response. Leadership Ensures service is managed and delivered seamlessly as One Fujitsu Team. Leads multiple teams to orchestrate a seamless delivery to enable customer success. Takes decisions aligned with customers vision, informed by data and analysis trends, leading to enhanced business outcome. Creates an inclusive environment where everyone can raise concerns, promote new ideas and learn from their mistakes. Acts as a role model and leads by example. Learning & Continual Improvement Ensures that global standard CSI (Continual Service Improvement) practices are implemented and followed. Motivates team for creative & out of the box thinking/ideas. Identifies innovative ideas/ opportunities & evaluates the same from budget & feasibility perspective. Participates in account CSI related meetings. Consults service owners for any improvement action that is required. Engages and responsible for triggering the CSI process when relevant. Creates materials for onboarded team members so that they understand the customer business, vision, expectations, engagement scope, KPI, process etc. Presales and Sales Support Shares knowledge of the Account service performance and the customer to support rebids, contract negotiations and new opportunities. Supports presale teams with responding to customer requests for information. Ensures all info