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).

The Service Delivery Manager – End User Computing (EUC) within our Managed Services team has primary operating performance responsibility for the Contractual Services with the client customer, and will ensure that all Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the client in accordance with the Agreement. 

Responsibilities include negotiation, implementation, and monitoring of SLAs/KPIs, the ongoing management of operational delivery teams to provide the agreed levels of service, all required governance responsibilities, and continually and proactively working to improve service delivery and sustainability targets. Responsible for the financial management working with the Delivery Executive, control and stewardship of any IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. May also be required to oversee the overall management and control of the operation of formal contracts between our internal organizations and external suppliers, for supply of products and services.

•  Location: Canada
• Workstyle: Remote
• Fulltime / Regular - Consultants will become fulltime employee of Fujitsu North America's Consulting Team
• Classification: This posting is a new opportunity to support our continued growth

Key Accountabilities

• Leads service delivery to customers in order to deliver contracted service commitments & continual service improvements. Will require demonstrated experience in a similar role supporting End User Computing (EUC) managed services.
• Develop effective relationships with customer’s senior management team.
• Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May also be accountable for the TCV forecast.
• Actively owns service risks, controls service costs & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer). 
• In conjunction with the customer identifies & defines requirements for new services. Ensure such services are professionally introduced & accepted into service, complies with any required Change Order processes.
• Proactively leads internal and external suppliers in a service partnership as ‘One Service Team’.
• Leads the continual improvement of Service Delivery standards & practices.
• Manages the Service Delivery team and Specialists delivering to the customer(s), driving development, effectiveness and innovation.
• Identifies opportunities for new business and account growth. Works independently and with the Account Management Team to develop new business within the account. Where appropriate able to lead on new business such as renewals and Change Orders.

Performance Indicators & Competencies

• Must have experience in Service Delivery Management role in Managed Services, specifically with Workplace/Desktop Support Services, Hybrid/Cloud Infrastructure and Service Desk.
• 5+ years demonstarted history working in EUC related managed services delivery environments (desktop/workplace support, image management, patching, device lifecycle, modern management, hybrid/cloud workplace).
• Ability to assess current EUC service delivery operations and strategically design future state models focused on efficiency, cost optimization, automation, and stability.
• Experience implementing EUC service delivery support related optimization strategies
• Ensure service performance meets all XLAs/SLAs (Experience Level & Service Level Agreements) and key performance indicators (KPIs) .
• Demonstrated ability to analyze service delivery performance, identify opportunities to reduce operational cost, and create sustainable efficiency gains both for the client and Fujitsu service delivery teams.

• Experience/capability of owning account-level P&L, forecasting, budgeting, and margin management within established governance frameworks.
• Skilled at Delivering to cost budget, development of additional profitable service revenue, achieves Account / Sales growth targets
• Knowledgeable on Service availability, DR and Business Continuity, security & capacity.
• Ability to translate operational decisions into financial outcomes and drive cost efficiency without compromising service quality.
• Proficient with managing and delivering superior Customer Satisfaction, when needed can develop and implement a Continuous Improvement & Action plan.
• Account management experience including contract administration, change orders.
• Strong English written and verbal communication skills and capable of interfacing directly with clients.
• Experience managing technical delivery teams in onshore/offshore environments.
• Project management experience desired
• ITIL Certified

At Fujitsu, one of our corporate principles is "We respect human rights". This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group. We embrace diversity and equal opportunity. Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status. By empowering people, we can unleash our collective strengths to create a better experience for our employees, customers, and partners.

As we are looking for a remote position, the disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  Fujitsu aligns salaries to the specific geographic location in which the work is primarily performed. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the circumstances of each situation. The pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: specific skills, qualifications, experience, and comparison to other employees already in this role. The pay range for this position is estimated at $125,000 to $145,000 CAD. Additionally, this role may be eligible for a short-term incentive based on company results and individual performance.​

As a technology company, Fujitsu recognizes that human resources are its most important capital. To create an environment where all employees can work positively and healthily, both in mind and body, we offer a full range of health, financial savings plans, and other benefits.

 Note: While our professional resourcing team is responsible for the interviewing and selection of qualified candidates, Fujitsu may use Artificial Intelligence (AI) tools to support in the screening, shortlisting, or preliminary assessment of applications 

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