The Operation Delivery Manager is responsible for overseeing and optimizing the day-to-day operations of service delivery for a given Account, ensuring high-quality outcomes, operational efficiency, and alignment with Fujitsu’s strategic objectives. This role is pivotal in bridging customer expectations with delivery excellence, supporting Fujitsu's transition into the Future Mode of Operation (FMO) by driving standardization, automation, and continuous improvement across services. 

This position aims to: 

• Ensure operational alignment with Fujitsu’s EVOLVE program and the broader GD 2025 Vision, focusing on innovation, competitiveness, and sustainability. 

• Drive the implementation of globally standardized operational processes to ensure consistency, scalability, and efficiency. 

• Incorporate AI, automation, and advanced analytics into operations to enhance service delivery and proactively identify and address potential disruptions. 

• Collaborate with Uvance and Service Line teams to ensure that GDC operations are fully aligned with Fujitsu’s key focus areas (KFAs) and growth initiatives. 

• Build and maintain a robust shared services delivery framework to support global customer requirements while ensuring cost efficiency and operational excellence. 

• Promote a culture of innovation, diversity, inclusion, and collaboration within teams to foster employee engagement and satisfaction. 

• Develop a future-ready workforce by upskilling teams and embedding ESG (Environmental, Social, and Governance) principles into daily operations. 

• Service Delivery: 

• Ensure the seamless delivery of HIT&DWP services across given accounts, meeting or exceeding SLA (Service Level Agreement) requirements and customer expectations. Accountable for regular MBR/QBR with Regional Account Teams. 

• Continuous Improvement: Foster a culture of continuous improvement by identifying areas for enhancement, implementing process changes, and tracking the impact on service quality and efficiency in C-SIP 

• Escalation management: act as a first escalation point for an Account Team, resolve operational issues with engineering/architecture teams delivering for the account. Escalate to the respective Capability line management team if an issue could not be resolved on a previous level (L5->L4->L3).Accountable for SIP Management. 

• Service Continuity: accountable for disaster recovery plan implementation for managed customers 

• Innovation and Automation: Incorporate cutting-edge technologies such as AI, automation, and advanced analytics into delivery processes to improve efficiency, reduce manual effort, and enhance decision-making. 

• Metrics-Driven Approach: Monitor key performance indicators (KPIs) to evaluate the effectiveness of operations and drive data-driven decision-making. 

• Maintain contractucal obligation and ensure that all the obligations are met. 

• Vendor Management (if applicable) 

• Operational Risk Management: Develop and implement strategies to mitigate risks, ensuring business continuity and minimizing service disruptions. 

• Customer Focus: Strengthen relationships with key stakeholders by ensuring services are aligned with customer needs and providing proactive communication and support. 

• Global Standardization: Implement globally standardized processes, tools, and frameworks to ensure consistency across the accounts he/she is responsible for resposoble for. Proposes new best practices / improvements of the existing ones to the respective L4-L5 managers. 

• Information Security: accountable for being compliant to GDC and customer’s regulations and contractural obligations. 

• Workforce Performace Management: Provide regular feedback on the performance of the associates delivering service for a given account to their L4 and L5 managers in HIT&DWP SL  

• Sustainability and ESG (Environmental Social Governance) Integration: Integrate ESG principles into service delivery operations, ensuring environmental and social impact considerations are factored into decision-making. 

• Finance:  

• manage GD P&L for the Accounts they are responsible for; create/consolidate monthly invoices and makes sure they are sent to the Account team. Follow-up on the payment process making sure that there are no delays in billing process.  

• Cost Optimization: Identify and propose cost-saving measures to L4-L5 managers of the respective Capability Line to drive resource optimization and process efficiency. 

• Collaboration Across Functions: Work closely with L3-L5 Capability Line leads, Uvance teams, Customer Engagement team,  and other stakeholders to ensure seamless collaboration and alignment with organizational objectives. Ensures the effectiveness of cross-functional and cross-HIT & DWP locations collaboration, measured through joint initiatives and shared outcomes 

• Strategic Alignment: Ensure that all operations align with Fujitsu's broader strategy, including supporting the successful implementation of EVOLVE initiatives and HIT&DWP SL strategy. 

• Service Quality 

• Customer Satisfaction - achieve high iSat, gSat, Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) through consistent delivery of quality services.  

• SLA Adherence - maintain a high percentage of service requests and incidents resolved within agreed SLA timelines. 

• KPIs Adherence – maintain the KPIs defined per service delivered  

• Service Uptime: Maintain service availability at or above target levels to minimize downtime and disruptions (if applicable). 

• Delivery led Business Growth 

• Operational Efficiency 

• Identify and implement cost-saving initiatives while maintaining or enhancing service quality to achieve  benefit targets defined for a given Account  

• Standardization Metrics: Monitor the adoption rate of standardized delivery components and frameworks across accounts managed. 

• Process Optimization: 

• Achieve measurable improvements in efficiency through process automation, standardization, and lean principles. 

• Utilization Rate: Identify and propose optimization of resource utilization to L4-L5 managers to ensure efficient allocation of skills and workload. 

• Innovation and Improvement 

• Automations goals per customer - achieve automation targets set for the accounts they are responsible for  

• AI adoption at the service level (if applicable)  

• Continuous improvements initiatives - Quantify the number of improvement projects completed and their impact on operational performance. 

• Track the percentage of issues identified and resolved proactively before impacting customers (Internal SIP). 

•  Success stories sharing  

• Financial Performance 

• Profitability - monitor and improve profitability metrics, including cost-to-revenue ratio and gross margins. 

• Compliance and Security 

• Support the audit process 

• Regulatory and security compliance – ensure all services delivered for the customer adhere to applicable regulations and standards, with zero critical compliance violations. 

• Experience: Significant experience in managing managed services operations, with a track record of implementing standardized processes and delivery excellence. 

• Strategic Thinking: Ability to provide a clear direction, manage complex stakeholder relationships, and align operational goals with organizational strategy. 

• Operational Excellence: Strong expertise in operational process management, resource optimization, and performance metrics. 

• Leadership: Proven ability to lead cross-functional teams, fostering a culture of innovation and collaboration. 

• Change Management: Experience in driving organizational change, implementing new processes, and managing teams through transitions. 

• Cultural Awareness: Ability to work effectively in a global, multicultural environment. 

• Communication Skills: Strong verbal and written communication skills for engaging with stakeholders at all levels. 

• Stakeholders management: Great at building relationships with key stakeholders based on mutual respect and trust. Highly effective when working within a matrix. Excellent communication, presentation and collaboration skills are essential. 

• Finance: Strong financial awareness, including budgeting, forecasting, and financial analysis. Ability to manage the service line's profitability.