5+ years demonstrated history in EUC-related managed services delivery environments (desktop/workplace support, image management, patching, device lifecycle, modern management, hybrid/cloud workplace)
Experience in a Service Delivery Management role in Managed Services, specifically Workplace/Desktop Support Services, Hybrid/Cloud Infrastructure and Service Desk
ITIL certification
Account management experience including forecasting, budgeting, margin management and contract administration/Change Orders within established governance frameworks
Requirements:
Lead service delivery to customers to meet contracted service commitments and continual service improvements, overseeing delivery teams to ensure SLAs/KPIs are met
Develop and maintain relationships with the customer's senior management; forecast and manage the account P&L, balance sheet and cash, and contribute to TCV forecasts
Proactively own service risks, control service costs, improve productivity, and drive cost effectiveness and sustainability while maintaining service quality
Lead and coordinate internal and external suppliers in a 'One Service Team' partnership; drive continual service delivery standards and identify opportunities for new business, renewals, and Change Orders
Job description
Title: Service Delivery Manager - End User Computing (EUC) Location: Remote in Canada Job Type: CTH
The Service Delivery Manager - End User Computing (EUC) within our Managed Services team has primary operating performance responsibility for the Contractual Services with the client customer, and will ensure that all Services, Delivery commitments and Deliverables required under the Contractual Agreement are provided to the client in accordance with the Agreement.
Responsibilities include negotiation, implementation, and monitoring of SLAs/KPIs, the ongoing management of operational delivery teams to provide the agreed levels of service, all required governance responsibilities, and continually and proactively working to improve service delivery and sustainability targets. Responsible for the financial management working with the Delivery Executive, control and stewardship of any IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements. May also be required to oversee the overall management and control of the operation of formal contracts between our internal organizations and external suppliers, for supply of products and services.
Key Responsibilities:
Leads service delivery to customers in order to deliver contracted service commitments & continual service improvements. Will require demonstrated experience in a similar role supporting End User Computing (EUC) managed services.
Develop effective relationships with customer's senior management team.
Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May also be accountable for the TCV forecast.
Actively owns service risks, controls service costs & improves productivity for customers & client in order to increase profitability (client) & continually improve cost effectiveness (client & customer).
In conjunction with the customer identifies & defines requirements for new services. Ensure such services are professionally introduced & accepted into service, complies with any required Change Order processes.
Proactively leads internal and external suppliers in a service partnership as 'One Service Team'.
Leads the continual improvement of Service Delivery standards & practices.
Manages the Service Delivery team and Specialists delivering to the customer(s), driving development, effectiveness and innovation.
Identifies opportunities for new business and account growth. Works independently and with the Account Management Team to develop new business within the account.
Where appropriate able to lead on new business such as renewals and Change Orders.
Performance Indicators & Competencies
Must have experience in Service Delivery Management role in Managed Services, specifically with Workplace/Desktop Support Services, Hybrid/Cloud Infrastructure and Service Desk.
5+ years demonstrated history working in EUC related managed services delivery environments (desktop/workplace support, image management, patching, device lifecycle, modern management, hybrid/cloud workplace).
Ability to assess current EUC service delivery operations and strategically design future state models focused on efficiency, cost optimization, automation, and stability.
Experience implementing EUC service delivery support related optimization strategies
Ensure service performance meets all XLAS/SLAs (Experience Level & Service Level Agreements) and key performance indicators (KPIs) .
Demonstrated ability to analyze service delivery performance, identify opportunities to reduce operational cost, and create sustainable efficiency gains both for the client and Fujitsu service delivery teams.
Experience/capability of owning account-level P&L, forecasting, budgeting, and margin management within established governance frameworks.
Skilled at Delivering to cost budget, development of additional profitable service revenue, achieves Account / Sales growth targets
Knowledgeable on Service availability, DR and Business Continuity, security & capacity. Ability to translate operational decisions into financial outcomes and drive cost efficiency without compromising service quality.
Proficient with managing and delivering superior Customer Satisfaction, when needed can develop and implement a Continuous Improvement & Action plan.
Account management experience including contract administration, change orders.
Strong English written and verbal communication skills and capable of interfacing directly with clients.
Experience managing technical delivery teams in onshore/offshore environments. Project management experience desired
• ITIL Certified
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.
