Senior Service Delivery Manager
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Fujitsu seeks a Senior Service Delivery Manager to lead managed IT services delivery across Infrastructure, End User Compute, and Service Desk operations. The role requires 12+ years of IT managed services experience and 5+ years in service delivery leadership, with strong ITIL knowledge and financial acumen.
Key Skills for This Role
Responsibilities
- Lead end to end delivery of Managed Infrastructure, End User Computing, Workplace Services, Service Desk, and Customer Experience Center operations
- Ensure achievement of contractual commitments, SLAs, XLAs, and KPIs
- Manage major incidents, escalations, service recovery activities, and root cause analysis
- Build and maintain strong customer relationships, serving as primary point of contact and escalation
- Conduct regular service reviews and provide executive level reporting and strategic recommendations
- Drive customer satisfaction, user experience improvements, CSAT, NPS, and service performance
- Own financial performance including revenue, profitability, forecasting, budgeting, resource utilization, and cost optimization
- Identify and pursue growth opportunities through contract renewals, service expansions, and change requests
- Ensure compliance with ITIL processes, security requirements, audit controls, regulatory obligations, and contractual commitments
- Manage supplier, partner, and third party vendor performance
- Lead continuous service improvement, automation, AI adoption, self service initiatives, and operational transformation
- Lead, coach, and develop geographically distributed teams across onshore, nearshore, and offshore locations
Requirements
- Bachelor's degree in Information Technology, Computer Science, Business, or related field
- 12+ years of IT Managed Services experience
- 5+ years in Service Delivery, Operations Management, or IT Leadership roles
- Strong knowledge of Infrastructure Services, End User Computing, Service Desk Operations, Cloud Platforms (Azure, AWS, M365), and ITIL Service Management
- Experience managing client facing managed services accounts
- Experience owning service financials, budgets, forecasts, and margins
- Proven background managing global delivery teams
Full Job Posting
Job Description
- Senior Service Delivery Manager – Digital Workplace and Cloud
- The Service Delivery Manager (SDM) is accountable for the successful delivery of managed IT services across Infrastructure, End User Compute (EUC), and Customer Experience Center (Service Desk) operations.
- The role serves as the primary operational and customer facing leader responsible for ensuring service excellence, contractual compliance, customer satisfaction, financial performance, and continuous service improvement.
Key Responsibilities
- Lead the end to end delivery of Managed Infrastructure, End User Computing (EUC), Workplace Services, Service Desk, and Customer Experience Center operations.
- Ensure achievement of contractual commitments, service level agreements (SLAs), experience level agreements (XLAs), and key performance indicators (KPIs).
- Manage major incidents, escalations, service recovery activities, and root cause analysis to maintain operational stability.
- Build and maintain strong customer relationships, serving as the primary point of contact and escalation for service delivery matters.
- Conduct regular service reviews and provide executive level reporting, insights, and strategic recommendations.
- Drive customer satisfaction, user experience improvements, CSAT, NPS, and service performance outcomes.
- Own financial performance including revenue, profitability, forecasting, budgeting, resource utilization, and cost optimization.
- Identify and pursue growth opportunities through contract renewals, service expansions, and change requests.
- Ensure compliance with ITIL processes, security requirements, audit controls, regulatory obligations, and contractual commitments.
- Manage supplier, partner, and third party vendor performance to ensure service delivery excellence.
- Lead continuous service improvement, automation, AI adoption, self service initiatives, and operational transformation programs.
- Lead, coach, and develop geographically distributed teams across onshore, nearshore, and offshore delivery locations.
Required Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business, or related field.
- 12+ years of IT Managed Services experience.
- 5+ years in Service Delivery, Operations Management, or IT Leadership roles.
- Strong knowledge of Infrastructure Services, End User Computing, Service Desk Operations, Cloud Platforms (Azure, AWS, M365), ITIL Service Management.
- Experience managing client facing managed services accounts.
- Experience owning service financials, budgets, forecasts, and margins.
- Proven background managing global delivery teams.
Preferred Qualifications
- ITIL Foundation or ITIL Managing Professional Certification.
- PMP, Prince2, or Agile certification.
- Experience with ServiceNow or equivalent ITSM platform.
- Experience leading digital transformation, automation, or AI driven service initiatives.
Success Measures
- SLA / XLA attainment
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Service Availability and Reliability
- Incident Reduction
- Margin Achievement
- Revenue Growth
- Continual Service Improvement Delivery
- Employee Engagement and Retention
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Fujitsu
Deployment Strategist
Vancouver, CAN
Fujitsu is seeking an experienced deployment-focused technical leader to join its AI and optimization team. The role involves defining deployment patterns, supporting pre-sales engagements, and ensuring scalable delivery
Senior Business Analyst
Vancouver, CAN
Fujitsu seeks an experienced Senior Business Analyst to deliver complex business and technology solutions in a large enterprise environment. You will lead requirements elicitation, process analysis, and stakeholder facil
AI Business Transformation Manager
Sydney, KSA
Fujitsu seeks an AI Business Transformation Manager to partner with business leaders to identify and shape AI opportunities, driving measurable outcomes. The role involves strategic leadership, solution design, and adopt
Expression of interest_Penetration Tester
Canberra, KSA
Fujitsu is seeking a Penetration Tester to deliver technical testing and analysis services to clients. The role involves penetration testing, vulnerability assessment, and threat research. Australian Citizenship is manda
Expressions of Interest - Fujitsu Cyber
Canberra, UAE
Fujitsu Cyber is building a pipeline of talented cybersecurity professionals across Australia and New Zealand. This is an expression of interest for various roles including advisory, technical, and assurance positions. C
Procurement Manager
Sydney, KSA
Fujitsu seeks a Procurement Manager to develop and execute procurement strategies across Australia and New Zealand. You will partner with business units, lead sourcing processes, and manage supplier relationships. Requir
Deployment Strategist
Vancouver, CAN
Senior Business Analyst
Vancouver, CAN
AI Business Transformation Manager
Sydney, KSA
Expression of interest_Penetration Tester
Canberra, KSA
Expressions of Interest - Fujitsu Cyber
Canberra, UAE
Procurement Manager
Sydney, KSA