The planning, implementation, control, review and audit of service provision, to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, and the ongoing management of operational facilities to provide the agreed levels of service, seeking continually and proactively to improve service delivery and sustainability targets.
The overall financial management, control and stewardship of the IT assets and resources used in the provision of IT services, ensuring compliance with all governance, legal and regulatory requirements.
The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services.
Leads service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements.
Develops effective relationships with customer senior management team.
Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May be accountable for the TCV forecast.
Actively owns service risks, controls service costs & improves productivity for customers & Fujitsu in order to increase profitability (Fujitsu) & continually improve cost effectiveness (Fujitsu & customer).
In conjunction with the customer identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.
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 of SDMs and Specialists delivering to the customer(s), driving development and effectiveness.
Identifies opportunities for new business and account growth. Works independently, or with Account Management Team, to develop new business within the account, where appropriate, leading on new business such as renewals.
Key Performance Indicators
Service performance meets service level agreement (SLAs).
Delivery of Account P&L
Service availability, continuity, security & capacity.
Delivering to cost budget.
Improving efficiency target.
Additional profitable service revenue.
Customer satisfaction & action plan.
Account / Sales growth targets