Director of End User Computing and Workplace

5 months ago

Edmonton, Canada Fujitsu Full time

We are seeking an accomplished Practice Leader with experience and expertise enabling them to oversee multiple geographically dispersed teams responsible for delivering Client End User Computing, Workstation as a Service (WaaS) and Workplace Support. In this pivotal role, you will be responsible for ensuring strict compliance to contractual terms, meticulous adherence to SLAs, and driving continuous improvement through a variety of digital channels and cutting-edge technologies. Your mission will be to elevate the customer experience to unparalleled levels of service and support excellence.

**Reports to**
- Head of Managed Services

**Work Style**:

- **Fulltime / Permanent**:

- **Travel**:Ability to travel (~10% of time) to client sites and Fujitsu locations within US & Canada as needed.

**Job Overview**
- Reporting to the Head of Managed Services, the Director of End User Computing and Workplace Services will act as Practice Leader overseeing multiple geographically dispersed teams responsible for delivering Client End User Computing, Workstation as a Service (WaaS) and Workplace Support.
- In this pivotal role, you will be responsible for ensuring strict compliance to contractual terms, meticulous adherence to SLAs, and driving continuous improvement through a variety of digital channels and cutting-edge technologies.
- **This role will require10+ years’ experience delivering high-quality, customer-focused Workstations as a Service (WaaS) & Workplace Support **outsourcing.**:

- In this visionary role you will be a key member of Fujitsu’s Global Work Life Shift Board with intent 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.
- Lead, coach, and grow End User Computing, WaaS & 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 (WaaS) & Workplace Support, both on & offshore.

**Key Performance Indicators**:

- Customer Satisfaction
- Quality of Delivery
- SLA Attainment
- P&L performance to plan.
- Employee Growth, Retention, Satisfaction & Utilization

**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.
- Travel as needed, (~10% of time), to client sites and Fujitsu locations within US & Canada

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, WaaS & 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,

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