At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Job Purpose

The Regional Service Operations Lead is a pivotal leadership role responsible for the development and oversight of Service Operations Service Desk capability across multiple GDC locations of accounts within their scope and supporting a specific region. The Regional Service Operations Lead drives large-scale adoption of automation, leverage AI techniques, and enforce a consistent approach, ensuring both quality and competitiveness in a follow-the-sun model.

Key Responsibilities

Strategic Leadership & Development

· Serve as the primary leader and point of accountability for all Service Operations within the assigned region and assigned accounts.

· Support and implement strategic plans for their accounts and regions, ensuring alignment with the Service Line goals.

· Lead the transformation activities within their accounts as part of the broader Service Line transformation initiatives.

· Identify opportunities for business growth and market competitiveness specific to the regional market context.

· Ensure compliance with industry regulations and organizational policies across locations, integrating ESG (Environmental, Social, and Governance) principles into the operations.

Operational Excellence & Financial Management

· Responsible for the P&L of Service Operations Service Desk and Operations Service Management activities on their location, demonstrating consistent delivery against budget, forecast and committed benefits.

· Responsible for governing local financial activities within SO, ensuring consistent delivery against budget and forecast and related internal benefits, in close collaboration with the broader SO Leadership Team

· Manage operational areas and demand within the assigned accounts and region within budgetary constraints, ensuring financial prudence and identifying cost-saving initiatives.

· Drive continuous improvement and standardization across all Service Operations processes, aligning with expected outcomes such as standardization, effectiveness, efficiency, and roadmap realization.

· Establish and oversee management reporting, reviews, and change control processes.

· Ensure robust business continuity plans are in place and regularly reviewed.

· Proactively lead internal and external suppliers as a unified 'one service team' to customers, fostering strong partnerships.

Team Leadership & People Management

· Lead, motivate, and develop geographically dispersed teams of Senior Service Operations Managers and Service Operations Managers.

· Provide clear direction, guidance, coaching, and support to build business capability and ensure the team is equipped with necessary skills, knowledge, and empowerment.

· Oversee talent management activities including hiring, training, performance evaluations, and regular talent and succession reviews.

· Actively manage employee engagement by interpreting engagement survey results and implementing targeted actions for continuous improvement.

· Foster a culture of continuous learning, improvement, and proactively champion diversity and inclusion initiatives, including actively working to improve the female distribution within the team.

· Inspire and guide teams through significant changes in processes and technology, ensuring employees understand the strategic imperative behind AI adoption and new ways of working, fostering openness, adaptability, and future-oriented work practices.

· Encourage and facilitate strong cross-location collaboration to leverage global expertise and best practices.

Client & Stakeholder Engagement

· Establish and maintain high-quality working relationships with customers, regional stakeholders, suppliers, and other Fujitsu departments to ensure service stability, promote growth, and ensure timely and quality fulfillment of delivered services.

· Collaborate with other Service Operations leaders, departments, and stakeholders to align strategies and ensure consistency in the execution of the Service Operations strategy.

· Prepare and present performance reports to senior management and stakeholders.

Key Outcomes

· Financial Performance: Achieve and exceed P&L targets for all managed accounts. Ensure seamless coordination with SO stakeholders and local finance teams to deliver P&L financial planning and budget execution activities within agreed timelines.

· Service Excellence: Ensure consistently high levels of service availability, security, capacity, and continuity, meeting/exceeding all SLAs, and proactively mitigating risks.

· Customer & Stakeholder Satisfaction: Achieve high internal and external satisfaction levels, fostering strong relationships.

· Operational Efficiency: Continuously improve operational efficiency and productivity, implementing best practices and cost-saving initiatives.

· Team Leadership & Development: Build, motivate, and develop a high-performing, collaborative, and innovative regional team with consistent quality of work, evidenced by robust succession planning, a diverse and inclusive workplace with high engagement scores and balanced gender distribution.

· Risk Management: Proactive identification, assessment, and mitigation of risks to service delivery, with robust business continuity.

· Process Improvement & Standardization: Drive continuous improvement and standardization across all IT operations processes, aligning with global objectives.

Qualifications (Skills, Knowledge, and Experience)

· Experience: Significant experience in service desk and service management operations, with a substantial portion in a leadership or senior management role. Proven track record of managing large, geographically dispersed teams.

· Leadership & People Management: Demonstrated ability to lead, motivate, coach, develop, and effectively manage the performance of diverse teams, including conducting talent and succession reviews. Strong decision-making, problem-solving, and talent development skills. Commitment to fostering diversity, inclusion, and belonging within the workforce, with experience in driving engagement initiatives and improving team representation (e.g., female distribution).

· Client Relationship Management: Extensive experience in managing client relationships, understanding complex client needs, and consistently delivering high-quality service.

· Strategic & Commercial Acumen: Ability to support and execute strategic plans for service line growth, improve service delivery, increase client satisfaction, and manage GDC service line P&L, including budgeting, forecasting, and financial analysis.

· Operational Excellence: Deep knowledge of operational best practices in service operations, including process improvement, quality management, performance metrics, and the adoption of automation and AI techniques.

· Change Management: Proven experience in leading and managing significant change initiatives, including implementing new processes, systems, or strategies, and guiding teams through transformation.

· Communication & Collaboration: Excellent verbal and written communication skills, with the ability to effectively engage with clients, team members, senior management, and diverse stakeholders. Demonstrated ability to foster collaboration and teamwork across multiple locations and cultural contexts.

· Global & Cultural Awareness: Experience working in a global environment, managing multicultural teams, or collaborating with international clients, demonstrating strong cultural intelligence.

· Regional Expertise: Prior experience managing IT operations or service delivery within a specific geographical region, demonstrating understanding of local market dynamics, regulations, and customer expectations.

· Availability: Willingness to travel and work across time zones as required.

Last day too apply: February 27th

Hiring Manager: Dominik Porebski

GRF14