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).
Role Purpose:
The role holder leads, motivates, and develops a team of Service Desk staff to ensure the delivery of incident management services to agreed service levels.
Key Accountabilities:
- People Management: Manages, motivates, and develops a small team of Service Desk employees, ensuring that service levels continually improve and contribute to growth in new business.
- Customer Relations: Establishes relationships with middle to senior-level customers and a range of managers across Fujitsu to deliver and enhance service quality.
- Risk Management: Establishes and manages risks related to the team’s technical skill levels and resource availability to ensure risks are mitigated and issues are resolved while meeting service levels.
- Planning & Control: Allocates and schedules resources to meet service delivery demands while managing changing priorities and issues. Utilises team strengths to achieve effective and efficient service delivery within SLA requirements.
- Business Orientation: Anticipates the impact of business issues on operations and takes appropriate action. Responsible for monitoring and controlling Service Desk activities.
- Service Delivery: Leverages team strengths to achieve effective and efficient service delivery. Ensures services meet SLAs at a minimum while continuously striving for improvements, with exceptional customer service as the ultimate goal.
- Tools Mastery: Ensures adherence to the agreed strategic toolset, promoting improved deployment and usage across the team.
Required Qualifications
- At least 1 year of experience in IT Service Desk, IT Operations, System Operations, or a related IT support function.
- JLPT N2 certification or equivalent Japanese proficiency (minimum requirement).
- Demonstrated experience in Japanese-English interpretation and communication, including facilitating discussions between Japanese and non-Japanese stakeholders.
- At least 1 year of leadership experience (e.g., Team Leader, Subject Matter Expert, Lead Analyst, Shift Lead, or a similar role).
- Familiarity with service management frameworks and ticketing tools (e.g., ServiceNow).
- Strong problem-solving, communication, and stakeholder management skills.
- Ability to work effectively in a fast-paced, customer-focused environment.
Preferred Qualifications
- Working knowledge of SAP ERP systems, including user support, incident handling, or business process operations.
At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.