Customer Service Delivery Manager - Application Services at Global Office Supply FZE LLC

, , Belgium -

Full Time

Start Date

Immediate

Expiry Date

05 Jul, 26

Salary

0.0

Posted On

06 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, Application Services, ITIL, Stakeholder Management, Service Governance, Service Level Agreements, Incident Management, Problem Management, Continuous Service Improvement, Communication Skills, Nearshore Coordination, Performance Monitoring, Service Metrics, Process Optimization

Industry

IT Services and IT Consulting

Description

Customer Service Delivery Manager – Application Services Location: Brussels, Belgium (Hybrid) Start date: ASAP Contract: Full-time Role Overview Fujitsu is looking for a Customer Service Delivery Manager (CSDM) with experience in application services delivery to support a key enterprise customer. In this role, you will be responsible for the governance and oversight of application services delivered to the customer, ensuring that services meet agreed service levels, contractual commitments, and customer expectations. The operational delivery of the services will be performed by the Nearshore Resource Center (NRC) in Spain, and you will work closely with both the customer stakeholders and the delivery teams in Spain to ensure effective service management, clear communication, and continuous improvement of the services provided. The role requires strong stakeholder management, service governance, and coordination across distributed delivery teams. Key Responsibilities Service Delivery Governance * Ensure that application services are delivered in line with agreed SLAs and contractual commitments. * Act as the primary service interface between the customer and Fujitsu for service delivery matters. * Monitor service performance and ensure delivery teams address incidents, problems, and service improvements effectively. Customer Relationship Management * Build and maintain strong relationships with key stakeholders within the customer organization. * Act as the main escalation point for service-related topics. * Ensure transparency and regular communication regarding service performance and service improvements. Collaboration with Nearshore Delivery Teams * Work closely with the Nearshore Resource Center (NRC) in Spain delivering the application services. * Coordinate activities between the customer, Fujitsu local teams, and the nearshore delivery organization. * Ensure alignment between customer expectations and delivery capabilities. Service Performance Monitoring * Monitor and report on service performance and key service metrics. * Ensure adherence to ITIL-based service management processes. * Support service reviews and governance meetings with the customer. Continuous Service Improvement * Identify opportunities to improve service performance and customer satisfaction. * Support the implementation of service improvements and process optimizations. Required Experience * Experience in a Customer Service Delivery Manager or Service Delivery Manager role within an IT services environment. * Experience managing application services or application support services. * Knowledge of ITIL service management processes. * Experience working with distributed or nearshore delivery teams. * Strong stakeholder management and communication skills. Skills & Competencies * Strong customer-facing communication skills. * Ability to manage service governance and service performance. * Experience coordinating multiple teams across different locations. * Structured and proactive approach to service management. * Problem-solving mindset with a focus on service improvement. Location & Working Model * Primary location: Brussels, Belgium. * Hybrid working: working from home is possible. * Travel: no travel to Madrid is expected during the first year. Additional Information Although the initial service workload is estimated at approximately 20 hours per week, Fujitsu is looking for a full-time profile to support potential service growth and additional responsibilities within the account/ support of other accounts.

Responsibilities

The Customer Service Delivery Manager will oversee application services delivery, ensuring compliance with SLAs and contractual commitments. They will act as the primary interface between the customer and the nearshore delivery teams to facilitate effective communication and service improvements.