Global Operations Manager

**Global Service Delivery Manager, Operations - Fujitsu France**

**Background**:
Fujitsu France’s outsourcing contract with a major worldwide luxury goods retail company, present in 120 countries, has been extended until 2026. Our client supports end-users for each country with IT infrastructure services that comply with the following rules and principles:

- All DC services are managed from France where our client’s headquarter is
- All infrastructure services such as network, security, servers and database operations, are managed by one single provider - Fujitsu - who will take responsibility for already outsourced services as well as internally managed services

All infrastructure projects are to be defined and run from France, with some local implementation such as APAC and AMER. In this context, our client is requiring IT services to adapt rapidly, and needs to adapt the outsourcing model to support business growth.

Fujitsu’s additional commitments to our client is:

- Providing a solution to our client’s current specific issues in existing architecture in terms of hosting, computing capacity and assets renewal
- Improving agility of IT infrastructure to better adapt to business objectives and constraints
- Streamlining IT management processes across our client’s international locations
- Implementing a partnership governance model driven by an experienced Global Service Delivery Manager, and supported by experienced Service Delivery Manager Operational (SDMO), dedicated to our client, who will:

- Serve as a liaison with our client’s central and regional teams
- Ensure that our client’s business goals are the main drivers of Fujitsu’s delivery organisation, translating into a high customer satisfaction
- Manage all Infrastructure services; should they be performed by Fujitsu or other third parties

As per contract, our **Global Service Delivery Manager Operations** (GSDMO) will have a central role in the Governance team.

**Service Description**

As a large and complex infrastructure, our client’s IT services cover many countries across three continents with a large number of continuous integrations (five data centres, more than 3,000 Fujitsu-managed servers and 200 network devices).

Main purpose of the global SDM-O is to ensure that all contracted operational services in this Fujitsu account are delivered and meet customer expectations. This means all operational components of the Service Quality Plan (SQP), all services described by a Statement of Work document (SOW) and all operational SLAs and SLOs.

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**Key Accountabilities**:

- Customer relationship: Act as a single point of contact for the customer and build a relationship with the customer’s operational IT contacts. Represent the customer’s interests and concerns internally for all operational services and processes, in order to match customer expectations with delivered services
- Leadership: Give guidelines and instructions to local SDMO(s), Global Delivery Centre (GDC) Delivery Managers, GDC Team Leaders, GDC Process Managers and all contributors to operational quality of service
- Leadership: Lead a cohesive virtual team of all Fujitsu service delivery resources and external partners to deliver as one service team to the customer
- Collect, verify, build and present all operational information presented at the monthly steering committee
- Facilitate operational meetings on a regular or ad-hoc basis
- SLA compliance: Review performance of service delivery unit against operational level agreement or service level agreement, and drive the service providers, such as GDC, to deliver at the committed quality. Recognise any divergence from acceptable plan, and recommend an action for SLAs to come back to green status. Own improvement plans, and ensure they are regularly reviewed and progressed
- Reporting: Collect relevant reports and escalate persistent non-conformity. Proactively investigate trends and frequent issues, and assemble resources to identify and resolve root-causes across boundaries of organisations or departments
- Process control: Record and process alerts and complaints to manage the delivery interfaces, and escalate as appropriate. Monitor adherence to corporate process at all times, e.g. efficient planning and material controlling
- Risks control and escalations to management: Manage service risks, contractual exposure and critical escalations to prevent exposure of Fujitsu to customer claims
- Spotting opportunities: Help develop new business opportunities in conjunction with the governance team and the account manager
- New service introductions: Ensure new services are correctly scoped, contracted, implemented and supported

**Key Performance Indicators**:

- Service performance meets service level agreement (SLAs)
- A satisfied customer resulting in additional business and contract renewals
- Customer willing to act as a positive reference to prospects
- Ability to produce high quality operatio