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Service Delivery Manager
3 months ago
Service portfolio, key areas Deep understanding of the contract and clear SLA ownership Accounts responsible of Fujitsu production as a whole Deep understanding of the customers business and customers technical environment.
Service portfolio, Internal services:
SDM continuously develops Customers IT environment. SDM takes part and arranges regular customer meetings together with SM. SDM also arranges regular production team meetings. He is the voice and representative of the customer in service production. SDM is responsible of cost-efficient production model, together with service owners and service team managers.
This includes ticket handling (personal queue), customer specific cost tracking and incident analysis Issue handling (in co-operation with respective team managers when needed).
SDM makes sure that production teams reach their operational objectives in his/her account. SDM makes sure that exceptions, challenges and problems in production teams are handled accordingly. SDM takes the lead in Major incident management in customer specific major incidents.Problem management Problems are being followed and escalated to service owners / group managers when needed Problem solving is a continuous process.
SDM is responsible of root cause analysis and correctional tasks to prevent repeated incidents. Process to avoid these issues is agreed together with production responsible. Customer specific info up-to-date Work instructions when needed 3rd party support information Contact information.As in whole, customer is needed to have good presentation skills to report to the customer while able to manage the customer in sync with Fujitsu best practices.
He should be able to handle customer effectively with his/her communication and should be able to work without or with little support from higher management or SM.
