Practice Leader – EUC, WaaS & Workplace Support

Practice Leader – EUC, WaaS & Workplace Support.

We are looking for a leader with the capability and experience to run multiple Client End User Compute: Workstation as a Service and Workplace Support Teams, delivering to contractual terms, SLAs, and the ongoing evolution of these services through multiple digital channels & technologies for superior customer experience.

Reports to

• Head of Managed Services

Job Overview

• We are looking for a leader with the capability and experience to run multiple Client End User Compute, Workstation as a Service, and Workplace Support, delivering to contractual terms, SLAs, and the ongoing evolution of these services through multiple digital channels & technologies for superior customer experience.
• The candidate must demonstrate a deep understanding of Profit/Loss and cost management with a passion for operational efficiency.
• This visionary role will be a key member of Fujitsu’s Global Work Life Shift Board to drive innovation, implement strategies, end-to-end governance and efficiencies based on Fujitsu's Global framework, ITIL principles, LEAN methodologies and Fujitsu's Sense & Respond.
• This is a customer-facing role and can be based anywhere in the US and Canada.
• The right candidate will lead, coach, and grow End User Compute, Workplace as a Service & Workplace Support teams located across various locations in the US, Canada, Mexico, and Global Delivery Centers.

Responsibilities & Duties

Responsible for day-to-day operations of service delivery of End User Compute, Workstation as a Service & Workplace Support, both on & offshore.

Emphasis on:

General Duties

• Lead a large team of employees, contractors, and offshore resources.
• Articulate the vision, strategy, goals, and objectives to the team & set clear and measurable goals.
• Uphold the ‘Fujitsu Way’ and our responsible business values and ethics.
• Provide weekly and monthly status reporting for open lines of communication with peers and leaders.
• Ability to adapt global initiatives taking into consideration all aspects of the environment and local delivery needs.

Financial

• Maintain operational responsibility and complete accountability for planning, forecasting, budgeting, and financial results of the services you deliver
• Manage costs on tools, licenses, and resource spending, reducing redundancy and minimizing spend
• Deep understanding of the service line financials (revenue, cost, margin), including underlying components that drive margin growth/decline

Process

• Lead team efficiency, repeatability, and contribution to documentation in support of processes used by both the End User Compute, Workstation as a Service & Workplace Support Teams, promoting continuous improvement (Sense & Respond)
• Manage process governance across all End User Compute, Workstation as a Service & Workplace Support by adhering to Incident and Script Management.
• Participate in the Business Assurance Process (BAP) to ensure educated scrutiny and awareness of opportunities moving through the sales cycle and presales efforts. Provide operational sign-off for new bids and proposals.

Collaboration

• Support presales with new opportunities
• Work with other regional and global leaders in Managed Services, Delivery, Finance and Sales organizations to ensure that services and associated standard SLAs, are well defined, documented and maintained, and can be both architected and delivered in a consistent, well understood way with alignment to Global standards and framework.
• Participate in vendor/partner relationships as appropriate.

Quality of Delivery

• Act as the “face of the service” to the Delivery organization and customers, participating in customer reviews, workshops and pursuits as appropriate.

SLA Attainment

• Fully accountable and responsible for delivering services to SLAs defined in customer contracts, backed up with service reports.

Customer Satisfaction

• Deliver high quality, constantly evolving, excellent services to all our customers - Maintain Customer Satisfaction.

Employee Growth, Retention, Satisfaction & Utilization

• Ensure talent development for critical skills, exercise people management, attrition, retention, & satisfaction
• Implement careful utilization of Global Delivery Centers (GDC) resources.

Qualifications

• Educated to degree level in business or technology or equivalent experience.
• 10+ years’ experience delivering high-quality customer-focused workstations as a Service & Workplace Support outsourcing.
• 5+ years’ experience with P&L management in a leadership role
• Proven track record of developing, understanding, and managing costs and service levels in a customer-focused operational environment.
• Proven track record of building, managing, and transforming organizations that deliver business and technical solutions and services to meet customer financial and operational objectives.
• Required English (written and spoken) proficiency, additional languages will be considered a plus.
• Must have demonstrable skills in operations, oral and written communication, and have a strong presence in front of executive-level audiences.
• Ability to motivate and inspire the team.
• Ability to prioritize work and resources.
• Able to travel (~10%) to client sites and Fujitsu locations within US & Canada

Key Performance Indicators

• Customer Satisfaction
• Employee engagement
• P&L performance to plan.

Location

• The role is open to anywhere in the US or Canada but has preferred locations of the Dallas area, Montreal, or Edmonton.
  

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