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Director - Customer Experience Center (Service Desk) 

Must Have Experience:    Number of New Logo Clients •    Customer Satisfaction •    P&L performance to plan •    Included in Accountability Model •    In Year Revenue Growth (Revenue to Budget) •    Contribution Margin •    Resource Management •    Compliance  •    Efficiency

Responsible for driving account management excellence, fostering new customer growth, and enhancing Net Recurring Revenue (NRR) within North America. The role involves strategic alignment of a team of Operations Leaders as well as Delivery Executives/Service Delivery Managers.  This position champions customer growth and success, uncovers new growth opportunities, and establishes strong, value-driven relationships with key customer accounts. 

Job Overview
Seeking a visionary leader with the expertise to expand the Customer Experience Center/Service Desk.   The right candidate will possess a deep understanding of Profit/Loss dynamics, cost management, and a strong commitment to delivery excellence. As a key member of Fujitsu’s Global Customer Experience Center Team, the position will drive innovation, implement strategic initiatives, and oversee end-to-end governance aligned with Fujitsu's Global framework, ITIL principles, LEAN methodologies and Fujitsu's Sense & Respond.
This customer-facing role is location-flexible within Canada and will lead the growth of Customer Experience Center operations and teams across the United States, Canada and Global Delivery Centers.  

Responsibilities & Duties
Oversee the daily operations of service delivery across Customer Experience Centers, Service Desks & Command Centers, both domestic and offshore.  Key areas of focus include:
1.    Develop Growth Strategies to expand services & capabilities
2.    Provide Highest levels of service delivery
3.    Maintain Sustained Customer Satisfaction by building strong relationships, actively listeing to customer feedback and consistently delivering services that meet or exceed expectations
4.    Support achievement of service level agreements (SLAs)
5.    Help manage the development and retention of human resources, as well as maintaining effectiveutilization
6.    Create an inclusive, high-performance culture grounded in collaboration, accountability and innovation

General Duties
•    Works with a diverse team composed of employees, contractors and offshore resources
•    Communicates organization vision, strategy, and objectives clearly, establishing measurable performance goals
•    Promotes and upholds Fujitsu’s core values and responsible business ethics (the ‘Fujitsu Way’)
•    Maintains open communication channels through consistent weekly and monthly status reporting to peers and leadership
•    Adapts global initiatives to align with local delivery requirements and environmental considerations

Financial
•    Holds full operational accountability for planning, forecasting, budgeting, and delivering financial outcomes across assigned services
•    Oversees expenditures related to tools, licenses, and resources, with a focus on eliminating redundancies and optimizing cost efficiency
•    Possess a deep expertise in service line financials-including revenue, cost, and margin-and understands the key drivers influencing margin performance

Process
•    Drives team efficiency, process consistency, and documentation quality across Service Desk and Command Center operations, fostering a culture of continuous improvement aligned with Sense & Respond
•    Oversees process governance for all Service Desks, ensuring compliance with established protocols for incident handling and script management
•    Engagement in the Business Assurance Process (BAP) to provide informed oversight of opportunities in the sales and presales pipeline, including operational sign-off for bids and proposals

Collaboration
•    Contributes to presales efforts by supporting the development of new business opportunities
•    Collaborates with regional and global leaders across Managed Services, Delivery, Finance and Sales to ensure services and associated standard SLAs are clearly defined, thoroughly documented and maintained, and aligned with global frameworks
•    Engages in vendor and partner relationships as appropriate to support service delivery and strategic objectives

Quality of Delivery
•    Serves as the primary representative of the service to both Delivery organization and customer stakeholders, actively participating in customer reviews, strategic workshops, and business development engagements as appropriate
SLA Attainment
•    Holds full accountability for delivering services in alignment with customer contractual service level agreements (SLAs), supported by comprehensive service performance reporting
Customer Satisfaction
•    Provides consistently high-quality, adaptive services that evolve to meet customer needs, with a sustained focus on maintaining customer satisfaction
Employee Growth, Retention, Satisfaction & Utilization
•    Drives talent development for critical capabilities, while overseeing people management practices including retention, engagement and workforce planning
•    Ensures efficient and thoughtful utilization of Global Delivery Centers (GDC) resources to support scalable service delivery
 
Qualifications
•    Holds a degree in business or technology, or possesses equivalent professional experience.
•    Brings over 15+ years of experience delivering high-quality, customer-centric Service Desk and End User Support solutions
•    Offers more than 10 years of leadership experience with full P&L accountability
•    Demonstrates a strong track record in managing costs and service levels within operational environments focused on customer outcomes
•    Proven success in building, leading, and transforming teams that deliver integrated business and technical services aligned with customer financial and operational goals
•    Fluent in English (written and spoken); proficiency in additional languages is considered an asset
•    Skilled in operations, executive-level communication, and presenting with impact to senior audiences 
•    Capable of motivating teams and fostering a high-performance culture
•    Adept at prioritizing tasks and allocating resources effectively
•    Willing to travel approximately 25% to client sites and Fujitsu locations within US & Canada

Key Performance Indicators
•    Number of New Logo Clients
•    Customer Satisfaction
•    P&L performance to plan
•    Included in Accountability Model
•    In Year Revenue Growth (Revenue to Budget)
•    Contribution Margin
•    Resource Management
•    Compliance 
•    Efficiency

The role is open to candidates located anywhere in Canada, with preferred placement in either Montreal or Edmonton