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    Service Delivery Manager - pune, India - Fujitsu

    Fujitsu
    Fujitsu pune, India

    1 week ago

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    Description
  • Experience in Managing SAP Projects.
  • Preferred to have SAP background technical knowledge.
  • 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.
  • Excellent communication skills.
  • 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.
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