SERVICE DESK TECHNICAL MANAGER

** THIS IS WORK ONSITE**
Technical Service Manger is responsible for end-to-end service delivery in a particular technical area/tower in a Managed Services account. The role provides technical leadership and oversight for a specific technical domain or tower within the account, manages a team of technical specialists and engineers and is responsible for ensuring the successful delivery of IT
services by the team, and maintaining strong customer relationships. They act as a point of contact for the clients, addressing any technical issues pertaining to their services, answering questions, and providing updates on the progress of the services. Technical Service Manager identifies opportunities for improvement and optimization of services in his area of work and
passes the information to relevant teams.
– Manages the end-to-end service delivery of the assigned technical domain/service and its performance.
– Ensures the successful delivery of IT services within the team and the contractual obligations are met.
– Provides technical expertise and guidance to the team members within the Technical Tower. Stays up to date with the latest
technologies, industry trends, and best practices related to the specific IT domain.
– Uses strengths of team to achieve effective and efficient delivery of service. Ensure the delivery of services to meet SLAs as a
minimum, always striving towards improvements, with impeccable service as the goal.
– Establishes relationships with customers and a range of stakeholders across Fujitsu to act as a go-to technical expert to
exhibit confidence that we can deliver the expected services and enhance customer experience.
– Ensures adherence to agreed standards and toolsets, emphasizing the need for improved deployment and usage.
– Understands contractual obligations and manages cost optimization with respect to technical scope of delivery.
– Monitors service performance periodically, analyses data trends and drives continuous improvement/optimization initiatives.
– Oversee the resolution of escalations that cannot be resolved at lower support levels.
– Supports other teams such as Major Incident Management and Problem Management to facilitate the resolution process
identifying root cause and implementing corrective and preventive actions.
– Leads and manage a team of technical specialists, engineers, and support personnel.
– Assigns tasks, sets goals, and monitors performance to ensure timely and high-quality deliverables.
– Leads and manage a team of technical specialists, engineers, and support personnel.
– Assigns tasks, sets goals, and monitors performance to ensure timely and high-quality deliverables.
– Manages, motivates, and develops a technical team, manages resources, resource forecasts and allocation of work activities
within the Team.
– Ensures that team has the required skillset and technical know-how for delivering services, takes appropriate actions to
address any skill gaps.
– Develops future skills to ensure they team has the necessary expertise to support evolving technologies and business needs.
– Ensures effective resource allocation and scheduling to meet service demands, leveraging the team’s strengths to deliver
services efficiently and within the Service Level Agreement (SLA), while considering changing priorities and issues in a small to
medium capacity.
– Drive continuous improvement initiatives within the team by identifying areas for enhancement, implementing Fujitsu best
practices, and fostering a culture of innovation and learning.
– Proactively identifies improvement initiatives to enhance operational efficiency, such as optimization of service delivery,
automation/innovation, demand reduction opportunities etc.
– Implements global best practices to drive continuous improvement / data driven decision making for achieving higher
operational efficiency.
– Monitors team’s performance, analyses performance data to identify trends, potential bottlenecks, or areas for improvement
within specific technical tower.
– Suggests and Implements actions to improve end-user satisfaction.
– Implements continual service improvement plans (CSIP) for enhanced operational efficiency & improving productivity.
– Ensures lessons learned are effectively captured and learnings are shared within the team & wider audiences to enhance
overall effectiveness.