Head of Delivery Belgium

Head of Delivery Belgium
Brussels

Are you relentless in your drive to deliver world-class services to your customer? Do you want to lead from the front and be proactive in driving growth and resolving account and customer challenges? Are you ready to take ownership of service quality for the Belgian services business to enhance our reputation in the marketplace? Do you want to work across our organization and partners, with talented people committed to create cost effective, repeatable solutions and problem solve so we delight our customers? Do you want to lead our delivery teams through change, acting as a servant leader to enable success for the Belgian organization?

Shape your world
We are seeking a Head of Delivery for Fujitsu Belgium. The purpose of this role is to act as the primary leader for the Belgium Delivery organization in the delivery of World Class services to customers. As a member of the Belgian Leadership team you will play a key role in taking the company forward and reaching the set goals and OKRs. Also, as a member of the Europe Delivery Leadership Team, you will contribute to the Europe Delivery Strategy, initiatives & inter-working between Territories, Countries and Business areas.

You will lead the community of Customer Service Managers for Belgium and the Service Lines that reside within their organizations to perform in line with Belgium, Europe Region and Global Delivery ambitions. Leading from the front you will be proactive in optimizing customer experience, engaging and resolving account and customer challenges. You will be relentless in your drive to meet and maintain service performance ambitions in support of this target Customer Experience. Therefore, to deliver on the World Class target we seek, you will possess skills in both traditional and modern delivery approaches that will enable you to drive both the transformation and standardization.

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Shape your world and achieve together

We want the best people on our team, so we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities. The role may demand some travel and flexibility to meet clients and to drive performance, within a culture of respect for professional and private commitments. We are committed to equality of opportunity for all. If you want to work alongside people with different ideas, in an inclusive business, that will welcome you and support you, come and co-create the future at Fujitsu.

Additional details

What experience the Ideal candidate should have:experience the ideal candidate should have

• A track record of being the senior relationship holder with key customers and for effective resolution of complex service issues, while growing the relationship to position Fujitsu as trusted partner

• Direct and proven experience of managing a P&L, with significant commercial and negotiating skills that have been demonstrated in a difficult, or challenging, customer environment

• Experience of delivering high complexity projects and services to customers that have made a positive difference to the customer and Account Team

• Experience of driving governance of projects and programs and working to improve ongoing services to ensure that Fujitsu is meeting its contractual and financial obligations

• Experience of working successfully with teams in multiple dispersed locations, including near shore and off-shore teams, presenting a seamless one-partner presence to customers

• Knowledge, and experience, of Service Management and service delivery techniques including problem resolution and service transformation

• You would possess experience in achieving a capability shift within your community. Through your various experiences you can demonstrate you have achieved change at scale whilst maintaining customer delivery and focus

Your three critical business priorities / What’s the role expected to achieve?

Customer experience:

• Collaborate with customers and Account/Sales Teams to deliver better customer outcomes and elevate Fujitsu’s reputation and performance in the marketplace as evidenced by NPS scores and in line with targets
• Represent our Delivery organization to the customers, building close connections and intimate understanding of customer strategies
• Put Customer Experience at the centre of all work; to embody the principles of Servant Leadership, enabling our people to achieve their best and to advance and modernize delivery capability through expert leadership of business change
• Take ownership for the continued delivery of quality services, in order to ensure that customers, and the market, for the value of the services that we deliver, recognize us

Employee experience:

• Inspire your own team and the wider organization with your passion for delivering better customer outcomes
• Provide strategic clarity and direction to optimize alignment behind the goals of the organization
• Improve Engagement and Enablement in teams to encourage innovation and entrepreneurial thinking
• Develop talent, plan succession and progression through the organization together with the HR team
• Create a diverse and inclusive environment in which employees are valued, empowered, engaged and are treated fairly and equally
• Be open and transparent, willing, and able, to deliver the difficult messages and manage the impact through your leadership and management structures

Business performance:

• Full P&L responsibility over the delivery organization
• Develop and execute the strategy together with the MD and leadership team
• Drive and enable growth to create the future sustainability of the Finnish business
• Drive the teams to improve profitability and delivery success by embedding new techniques in delivery optimization and enabling zero-touch delivery
• Support the globalization of Fujitsu’s delivery capability in order to enable effective and cost-efficient delivery to customers
• Ensure creation of an accurate forecast on a quarterly basis in-line with the Financial Forecast

KPIs:

• Profitability
• Turnover growth
• Employee engagement
• Client NPS