Service Delivery Associate

2 weeks ago


Noida, Uttar Pradesh, India Fujitsu Full time

Key Responsibilities:

As a Service Delivery Associate at Fujitsu, you will be responsible for responding to contractual incidents, service requests, and complaints by identifying, monitoring, and recording information. You will ensure that the Knowledge Management process, procedures, and work instructions are adhered to by all relevant parties. Additionally, you will monitor and report on the effectiveness of the Incident Management procedures and take ownership for documenting and monitoring adherence to all account-related processes.

Key Skills:

• Evaluating incident impact and organizational readiness to limit potential risk
• Supporting the Process Specialist in decisions for Problem ticket and Root cause analysis (RCA)
• Facilitating cross-departmental collaboration necessary for Problem management
• Evaluating and improving the Problem management processes
• Responsible for Service Review Calls with Customer
• Defining KPIs with teams to ensure realization of ROI (Risk, Opportunities, Issues) with adoption and user acceptance
• Responsible to maintain escalation matrix (internal & external)



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