Service Delivery Manager - Edmonton

Service Delivery ManagerWe are seeking a leader with excellent Information Technology/Information Systems (IT/IS) consulting and delivery acumen, as well as a passion for growth and collaboration with Sales to bring Fujitsu's offerings and capabilities to market. · A strong track ...

Job description

Service Delivery Manager

We are seeking a leader with excellent Information Technology/Information Systems (IT/IS) consulting and delivery acumen, as well as a passion for growth and collaboration with Sales to bring Fujitsu's offerings and capabilities to market.

A strong track record in a combination of consulting, business, applications maintenance and application development projects is essential.

In leading Delivery, this role acts as the integration point between Sales, Resourcing, Risk Management, and Finance as well as other corporate departments to ensure delivery excellence for our clients and business profitability.

This person will be responsible for management of the day-to-day activities needed to enable our practitioners to deliver quality services to our customers within a successful business environment while promoting a balance of our four key success factors: customer satisfaction, employee engagement, practitioner capabilities, and financial results.

This job posting is for a new opportunity to support our continued growth


Detailed Responsibilities:
Customer Satisfaction
Builds relationships with managers and directors within the client organization through daily communication and collaboration.
Works with clients on identifying and developing opportunities for their organization.
Collaborates with the client organization on determining strategic directions.
Collaborates with Delivery Executive and Sales to promote client satisfaction and long-term relationships.
Leads business reviews in collaboration with key client stakeholders.
Reviews Solution and Cost of all proposals submitted to clients.
Develop, execute and communicate Delivery Quality Plans.
Confirm contract scope reflects proposed scope and cost for all projects.
Review of Project SOW and Quality Plan for all Projects and Managed Services.

Monthly Project Risk reviews on all Projects, including ensuring delivery has a clear understanding of risks associated to the client and project delivery.

Lead a team of AMS Leads and Project Managers in the delivery of Fujitsu's services.
Works with AMS Leads / PMs to understand all concerns that may impact the client relationship.

Capabilities
Works towards continuous skill/competency development for billing practitioners aligned with client needs.
Provides both technical and non-technical mentorship to other members of the team.
Regularly review Resource Plan for accounts with Resource Manager.
Responsible for managing budgets and costs to meet or exceed targets for Financial Results.
Uses sound judgment in making decisions affecting the cost and margins of the projects.
Responsible for account financial results and processes and interlock with sales.
Ensures all practitioners on assignment maximize billable reporting.
Responsibly for delivery of monthly Revenue and Margin forecast.

Responsible to ensure that all data for Contract Projects is correct, reflects the contracted services and supports delivery of invoices that represent services.

Business Strategy
Responsible for localizing Fujitsu's North American and Canadian strategy for the Alberta Market.
Thorough understanding of business financials and business case development.
People Development / Management
Recognized for leadership in creating positive environments of highly motivated professionals.
Consistent contribution to successful formation and operation of teams, including participation in them.
Highly effective communicator and listener - respected for integrity by clients and employees.
Promotes cooperation through creative problem solving to move to higher level of success.
Demonstrated people and process management skills from which others learn.
Provides leadership to local team including mentoring/coaching on Fujitsu policy and process.
Supports and rewards behavior supporting Fujitsu's career framework and performance management model.
Document employee performance issues in conjunction with People Managers and HR.
Works closely with Delivery Executive and HR to develop strategies to address any problems.
Quarterly Site Meetings with employees to understand employee issues at site.

Mandatory Skills Matrix and Years of Experience
Experience working with Canadian Provincial governments. Minimum 5 years.

Experience in Information Technology/Information Systems (IT/IS) delivery in a client consulting environment, including 10+ years in IT/IS Delivery Leadership position(s) as a Service Delivery Manager delivering consulting services for application maintenance services and overseeing or managing application development project services.

Minimum 10 years.
Experience in client management in a leadership role working collaboratively with clients at all levels including the executive level. Minimum 10 years.

Experience managing large teams in the delivery of consulting services for application maintenance services and application development project services including budget forecasting and planning, managing client project budgets, team management, quality management, relationship management and strategic account leadership.

Minimum 10 years.
Experience in Consulting/Delivery Operational roles, driving organizational capability and operational alignment against business direction for an IT services/solutions firm(s). Minimum 3 years.
Experience delivering and/or selling consulting services into one or more of: Provincial Government; Federal Government; Municipal Government. Minimum 5 years.
Experience working closely with Sales and in strong collaboration with Sales for the development of opportunities.
Experience in monitoring and delivery of services in an environment with Key Performance Indicators and/or Service Level Agreements.
Recognized education in Computer Science, Computer Engineering or a related discipline.

Desirable Skills Matrix and Years of Experience
Recent ITIL Certification (within 5 years).
Training and experience in managing and delivering DevOps services.
Training and experience in Agile delivery.
Experience in managing and delivering AI services to clients.

As we are looking for a remote position, the disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.

Fujitsu aligns salaries to the specific geographic location in which the work is primarily performed.

It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the circumstances of each situation.

The pay range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to:
specific skills, qualifications, experience, and comparison to other employees already in this role. The pay range for this position is estimated at $136,720.00 to $191,408.00 CAD. Additionally, this role may be eligible for a short-term incentive based on company results and individual performance.

As a technology company, Fujitsu recognizes that human resources are its most important capital.

To create an environment where all employees can work positively and healthily, both in mind and body, we offer a full range of health, RRSP, and other benefits.

Our Commitment To Diversity And Equity
At Fujitsu, one of our corporate principles is "We respect human rights".

This principle underpins all our corporate and individual activities and guides the actions of every member of the Fujitsu Group.

We embrace diversity and equal opportunity.

Qualified candidates will be considered for employment without regard to race, color, religion, gender, gender identity or orientation, sexual orientation, national origin, genetics, disability, age or veteran status.

By empowering people, we can unleash our collective strengths to create a better experience for our employees, customers, and partners.