We are seeking an accomplished Practice Leader with experience and expertise enabling them to oversee multiple geographically dispersed teams responsible for delivering Client End User Computing, Workstation as a Service (WaaS) and Workplace Support.
In this pivotal role, you will be responsible for ensuring strict compliance to contractual terms, meticulous adherence to SLAs, and driving continuous improvement through a variety of digital channels and cutting-edge technologies.
Your mission will be to elevate the customer experience to unparalleled levels of service and support excellence.
Reports to
Head of Managed Services
Work Style :
- Fulltime / Permanent
- Travel : Ability to travel ( 10% of time) to client sites and Fujitsu locations within US & Canada as needed.
Job Overview
- Reporting to the Head of Managed Services, the Director of End User Computing and Workplace Services will act as Practice Leader overseeing multiple geographically dispersed teams responsible for delivering Client End User Computing, Workstation as a Service (WaaS) and Workplace Support.
- In this pivotal role, you will be responsible for ensuring strict compliance to contractual terms, meticulous adherence to SLAs, and driving continuous improvement through a variety of digital channels and cutting-edge technologies.
- This role will require10+ years’ experience delivering high-quality, customer-focused Workstations as a Service (WaaS) & Workplace Support outsourcing.
- The candidate must demonstrate a deep understanding of Profit / Loss and cost management with a passion for operational efficiency.
- In this visionary role you will be a key member of Fujitsu’s Global Work Life Shift Board with intent to drive innovation, implement strategies, end-to-end governance and efficiencies based on Fujitsu's Global framework, ITIL principles, LEAN methodologies and Fujitsu's Sense & Respond.
- Lead, coach, and grow End User Computing, WaaS & Workplace Support teams located across various locations in the US, Canada, Mexico, and Global Delivery Centers.
Responsibilities & Duties
Responsible for day-to-day operations of service delivery of End User Compute, Workstation as a Service (WaaS) & Workplace Support, both on & offshore.
Key Performance Indicators :
- Customer Satisfaction
- Quality of Delivery
- SLA Attainment
- P&L performance to plan.
- Employee Growth, Retention, Satisfaction & Utilization
General Duties
- Lead a large team of employees, contractors, and offshore resources.
- Articulate the vision, strategy, goals, and objectives to the team & set clear and measurable goals.
- Uphold the Fujitsu Way’ and our responsible business values and ethics.
- Provide weekly and monthly status reporting for open lines of communication with peers and leaders.
- Ability to adapt global initiatives taking into consideration all aspects of the environment and local delivery needs.
- Travel as needed, ( 10% of time), to client sites and Fujitsu locations within US & Canada
Financial
- Maintain operational responsibility and complete accountability for planning, forecasting, budgeting, and financial results of the services you deliver
- Manage costs on tools, licenses, and resource spending, reducing redundancy and minimizing spend
- Deep understanding of the service line financials (revenue, cost, margin), including underlying components that drive margin growth / decline
Process
- Lead team efficiency, repeatability, and contribution to documentation in support of processes used by both the End User Compute, WaaS & Workplace Support Teams, promoting continuous improvement (Sense & Respond)
- Manage process governance across all End User Compute, Workstation as a Service & Workplace Support by adhering to Incident and Script Management.
- Participate in the Business Assurance Process (BAP) to ensure educated scrutiny and awareness of opportunities moving through the sales cycle and presales efforts.
Provide operational sign-off for new bids and proposals.
Collaboration
- Support presales with new opportunities
- Work with other regional and global leaders in Managed Services, Delivery, Finance and Sales organizations to ensure that services and associated standard SLAs, are well defined, documented and maintained, and can be both architected and delivered in a consistent, well understood way with alignment to Global standards and framework.
- Participate in vendor / partner relationships as appropriate.
Quality of Delivery
Act as the face of the service to the Delivery organization and customers, participating in customer reviews, workshops and pursuits as appropriate.
SLA Attainment
Fully accountable and responsible for delivering services to SLAs defined in customer contracts, backed up with service reports.
Customer Satisfaction
Deliver high quality, constantly evolving, excellent services to all our customers - Maintain Customer Satisfaction.
Employee Growth, Retention, Satisfaction & Utilization
- Ensure talent development for critical skills, exercise people management, attrition, retention, & satisfaction
- Implement careful utilization of Global Delivery Centers (GDC) resources.
Qualifications
- University degree in Business, Technology or an equivalent combination of education and experience.
- 10+ years’ experience delivering high-quality customer-focused workstations as a Service & Workplace Support outsourcing.
- 5+ years’ experience with P&L management in a leadership role
- Proven track record of developing, understanding, and managing costs and service levels in a customer-focused operational environment.
- Proven track record of building, managing, and transforming organizations that deliver business and technical solutions and services to meet customer financial and operational objectives.
- Required English (written and spoken) proficiency, additional languages will be considered a plus.
- Must have demonstrable skills in operations, oral and written communication, and have a strong presence in front of executive-level audiences.
- Ability to motivate and inspire the team.
- Ability to prioritize work and resources.
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