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 Service Architect - Fujitsu Portugal GDC

Empresa: Fujitsu
Tipo: Tempo Inteiro
Data: 22-9-2019
Zona mais emprego Lisboa
Categoria mais emprego Call Center / Help Desk
Referencia # 6252675

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Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. Approximately 140,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe. GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.

We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages. Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.

Role Purpose

Designing and costing IT Service Management solutions to be delivered by Fujitsu’s Global Service Delivery Unit (GSDU). Being a competent design authority, demonstrating an understanding of the customers’ business and commercial requirements. Responsible for the design and development of the IT service landscape, process framework, organization structure, operating model and related cost components, which together with the technology components, allow Fujitsu to deliver integrated, high quality solutions that meet the business needs of the customers.

Key Accountabilities

Producing and delivering high quality, cost effective IT Service Management proposals which:

Identify the best set of GSDU locations and delivery models able to cover the requested deliverables as per the customer requirements and GSDU capabilities.
Capture the Key Service Volumes and Indicators as well as Risks, Assumptions, Issues and Dependencies for the IT Service Management solution
Achieve optimum cost outputs for the elements required to deliver the solution
Continuously engaging with all Customer and Fujitsu stakeholders, such as sales, presales, delivery units and management representatives to ensure effective communication throughout the bidding process.
Acting as an expert on GSDU capabilities when promoting GSDU on customer engagements.

Key Performance Indicators

Consistently produces designs, which require minimal (<10%) rework, following peer review.
Provides evidence that solutions designed are coherent from a technical and cost standpoint.
Can evidence feedback from customer forums, conferences and professional bodies etc. which demonstrates a personal contribution to building Fujitsu’s reputation in the market place.
Tangible recognition from customer management, Fujitsu sales and project management staff, of an effective contribution to business development.
Using company prescribed methodologies, can demonstrate the production of several medium scale designs, including some which are not based on an existing pattern, or which have substantial customization and/or contain solution components from contributing specialists.
Regular contribution to, and user of, company knowledge repositories and events.


Minimum 2 years experience as Service Delivery Manager in the context of IT managed services (responsible for overall governance of the services)
Alternatively, a minimum of 4 years experience in the operation and delivery of multiple ITIL® processes (e.g. Change, Asset, Problem, etc)
Experience in designing and documenting operating models and processes in the context of presales (bid and service change), transition (on boarding of new services) or operations (continuous service improvement).
Excellent understanding of the role and mechanics of IT Service Management within an IT managed services environment
Previous experience working in presales is preferred but not mandatory
Critical thinking & analytical mindset
Problem solving skills, creativity and out of the box thinking are required in order to create solutions from scratch with minimum available information and data
Good knowledge of market leading ITSM tools and their interfaces with Enterprise Management tooling (e.g. ServiceNow; Remedy; SNOW License Manager; SCCM; AD)
Fluent in English; other languages are a plus
Excellent customer facing and communication skills
Very good MS Office skills, in particular Excel, followed by PowerPoint, Word and Visio

We offer:

· Competitive salary and bonuses;

· Employment directly with Fujitsu with possibility of permanent contract

· Life insurance and Private health insurance extensive to family members and since the first day of employment

· International career in a dynamic and enthusiastic environment

· Training and internal career progression plan upon hiring

· Several discounts available with our partners

· The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion, environment and our community

In case you need any additional support, contact us: ---@--- .   


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