Service Delivery Executive

Service Delivery Executive - based in Switzerland

In this position, you will be fully accountable for the delivery and fulfilment of all contracted services with the customer, including full P&L achievement, as well as for their alignment with the contract in terms of agreed Service Level Agreements (SLA’s). Besides, you will also be managing the Regional Service Delivery Managers.

You will be the first point of contact for the client who you will be in charge of building strong relationships with, and will be considered as a trusted advisor. You will ensure current SLA’s are met. You will analyze service reports against agreed SLA’s and plan meetings with internal and external stakeholders to review performance levels.

Based on these meetings you will develop improvement plans to optimize the Service Delivery and client satisfaction and will implement it to strengthen the relationship with the client and generate additional revenue. In addition to that, you will also participate in Sales Operations and Business Development activities.

Within Fujitsu, we do not believe that meeting the SLA’s is the goal, but the basics. We strive for high customer satisfaction and recommendation scores as well as for end-user satisfaction.

**Key Accountabilities**
- Service Delivery: Accountable for service deliverability of new solutions and ensuring all services are professionally introduced & accepted into service.
- Customer Relationships: Manage the customer relationships also on Executive Level.
- Project Delivery and Management: Accountable for the delivery of projects and programs to budget and contracted milestones.
- Customer Satisfaction: Responsible for the achievement of Customer Satisfaction targets including Voice of the Customer (VoC).
- Contractual Obligations: Manages contractual obligations and commitments ensuring the associated commercial processes are in place and adopted.
- Financial Forecasting & Management: Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash.
- Acceptance into Service: Actively owns the service delivery to meet contracted service commitments, controls costs and improves productivity through driving continual service improvements.
- Risk Management: Actively owns service, project and strategic risks.
- Leading Delivery Units: Proactively leads internal and external delivery units in a service partnership as ‘one service team’ to customers ensuring seamless delivery of services to the client across the business lines.
- Team Leadership: Leads, motivates and develops direct and indirect teams to build business capability. Manages teams to clear and unambiguous performance targets, measures team and individual performance, recognizes strong performance and manages underperformance.
- Resourcing: Ensures account operates with optimal resourcing and maintains a detailed accurate headcount forecast for the full year which is reviewed on a monthly basis.
- Account Business Planning: Accountable for creation and execution of the Account Business Plan and has accountability for the Account Business Plan.
- Creation of Technical Roadmap: Ensures that there is a technical road map for the account that includes End of Life (EOL) and supportability of the technology.
- Developing New Business: Develops new business such as Churn within the account and may where appropriate lead on new business such as renewals. Will work with the sales community to identify opportunities for new business and to who is best placed to lead on individually opportunities. Leverage the delivery team to help identify opportunities
- Transition and Transformation: Accountable for transition and transformation deliverables within the account.

**Key skills and experiences**
- 10 years working as an SDM or similar roles
- Used to work on CXO level
- Strong leadership skills and the ability to lead, guide and motivate teams
- Technical understanding of IT environments, services, processes and tools
- Ability to work under high pressure in a changing environment
- Flexible and responsive, fluent in German and English
- Good view on financials

**About Fujitsu**

**Did you know?**
- We are in the top five world's largest IT services provider and No.1 in Japan.
- We are among the world's top five providers of servers.
- We have been positioned as a leader in Gartner’s Magic Quadrant for Managed Workplace Services in Europe.
- FORTUNE named Fujitsu as one of 'the World's Most Admired Companies' for the fourth consecutive time since 2012.
- Fujitsu Group holds about 97,000 patents worldwide.
- We are part of the Dow Jones Sustainability Indexes (World), FTSE4Good Index Series, and Oekom research.