Role Purpose:

The primary responsibility of this role is to own the end-to-end process lifecycle, with accountability for SLA achievement and the implementation of a continuous service improvement approach to enhance process delivery effectiveness.There is a strong focus on transitioning a strategically important greenfield customer into service, ensuring go-live under optimal conditions and achievement of all SLAs from day one of the contract.The role partners with customers and account teams/regions to design and implement solutions that enhance incident management process delivery, drive adoption and adherence across all relevant stakeholders, including the service desk, IT resolver groups, account management, and customer teams, and improve overall process effectiveness.The role holder will be required to work partially in AEST Time zone.

Key Accountabilities

• Service Level Management: Proactively governs performance against SLAs and KPIs, driving timely corrective actions to mitigate the risk of breach. Partners with account management, region, and customer to address performance deviations, restore and ensure consistent achievement of agreed service levels
• Communication skills: Act as a point of contact for stakeholders, including users, service desk and resolving teams, customer, account and third-party suppliers, conveying the message concisely and clearly
• Incident routing and trending: Ensures incident and service requests are routed correctly, identifying and highlighting issues and trends, manage escalations and complaints, and undertakes initial problem investigation to support the creation of a Problem record
• Reporting and Trend Analysis: Identifies and resolves quality issues by analyzing data from internal and corporate reporting tools, including process mining toolsets. Escalates persistent non-conformance, investigates trends, and collaborates across departments to address challenges. Ensures reporting is automated, minimizing the need for manual processes
• Seamless Service: Contributes to a cohesive team effort, both internally and externally, to deliver a seamless and integrated service experience for the customer
• Continuous Service Improvement: Collaborates with other process leads, account managers and customers to highlight areas of continual improvement across process and customer experience. Identifies opportunities for shift left, optimization and potential use cases for automation and AI
• Good Relationships: Develops and maintains good working relations with the service desk, resolving teams, external supplier, the account and customers’ teams
• Customer Awareness/Management: Develop an understanding of the customer’s business to recognize the impact of Fujitsu’s service delivery in the customer’s estate, as well as the ability to maintain a transparent and professional relationship with the customer, account team and region counterparts, ensuring that the contract is followed
• Process Compliance: Consistently monitors adherence and complies to company processes and initiates improvement actions to address nonconformance. Liaises with service delivery interfaces to address complaints and escalate critical issues relating to process, to appropriate parties as necessary
• Risks Control: Identifies and raises service risks to the appropriate stakeholder. Escalates where necessary issues liable to have a severe impact on either the customer’s business or to the integrity of the Incident Management process
• Teamwork: Collaborates with all delivery teams directly and/or indirectly to assist the team achieve their objectives and continuously improve service quality and teamwork
• Problem Solving Environment: Operates within a problem-solving environment and is proactive in fault preventionProduce and update documentation: Produces and maintains controlled technical and non-technical documentation for internal and external stakeholders, including process, procedures, and work instructions that drive the consistency of the ways of working.
• Service Transition: Ensures all relevant information is captured during service transition to support a consistently high-quality, high-performing BAU service.

Key Performance Indicators

• Service performance: Meets all expected service level agreement (SLAs / KPIs)
• Successful service transition
• Process, Procedures and Work Instructions consistently maintained and reviewed
• Customer satisfaction targets are met
• Process and Service Efficiency & Improvements are recorded and tracked
• Risks are identified and are raised
• CSIP is identified and on track
• Relationships with the customer and relevant stakeholders are optimal

Context:

The role holder will spend their time on the three key challenges:

• Ensuring that SLAs are achieved
• Promoting process, procedures and work instructions creation, review for improvement and adoption. Leading from transition to BAU
• Managing and nourishing a trust relationship with the customer, account team/ region

Reporting Relationships:

Typically reports into GRF 12 and works with the service desk, pear service process leads, account management and customer, whilst having a process controller as direct report

Skills / Knowledge / ExperienceSkills:

• Customer Service: Customer-centric and service-oriented
• Planning & Organization: Organizational and planning skills. Able to organize information in a structured format
• Prioritization & Time Management: Manages multiple priorities and deadlines effectively
• Process Adherence & Initiative: Adheres to processes, demonstrates initiative and ownership
• Teamwork & Independence: Works effectively independently and in teams
• Communication Skills: Strong written and verbal communication skills
• Support the coordination of internal teams for better collaboration
• Adaptable: Ability to adjust to changing circumstances and dynamic environments
• Attention to Detail: Exceptional attention to detail
• Problem Solving: Proactive problem-solving and resourcefulness
• Data Analysis: Utilizing data to identify trends

Knowledge:

• Incident Management Process: Demonstrates experience in Incident Management
• SLA Management: Understands Service Level Agreements and Key Performance Indicators
• ITSM Tool Expertise: Proficient in using ITSM tool systems, especially ServiceNow
• Stakeholder Engagement: Capable of stakeholder relationship management
• Automation & AI: Familiar with basic concepts of automation and AI in IT
• Coaching & Mentoring: Understands coaching and mentoring principles
• Continual Improvement: Knowledge of Kōjō and its role in driving continual improvement
• Technical awareness: Basic awareness of current and future IT technologies
• Microsoft Office: Adept in the use of Microsoft Office
• Business Knowledge: Good business awareness of both Fujitsu and the customer

Experience:

• Incident and service request Management experience as a Process Lead
• Experience in Service Transition
• Customer service experience
• Experience in working as part of a team and contributing to its success
• Manages escalations and complaints effectively
• Experience in conflict management resolution
• Exposure to managing challenging conversations
• Creation of structured reports that summarize and present data in a clear and concise manner
• Contributing to the Knowledge base and broadening the team's understanding
• Risk management
• Implementation of CSIP