Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.
Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.
We are looking for
Miejsce pracy: Łódź
The role holder will be responsible for designing, costing and documenting large/complex solutions within the Service Architecture domain in the context of bids and other presales engagements. They will be a competent design authority for the Service part of Fujitsu’s managed services solutions, demonstrating an understanding of the customers’ business and commercial needs. They identify, design and deliver competitive solutions and compelling strategies as response to customers’ requirements. The Service Architecture domain is responsible for the design of the following elements of the solutions:
- IT Service Desk and Customer Experience
- IT Service Management and Governance (e.g. ITIL® v3, v4, Agile)
- Service Integration and Management (e.g. SIAM)
- Service Automation and Innovation (e.g. Virtual Agents, Orchestration)
- Service Operating Models and Support Models
- ITSM toolset and Integration (e.g. ServiceNow, BMC Remedy)
- Service Performance and Measurement (e.g. Reporting, SLA, XLA, KPI)
- Identifies the customer requirements for the solution, building strong relationships and acting as a major influencer in the customer choice towards Fujitsu.
- Maps the customer needs to the Fujitsu portfolio within their domain/areas of expertise in the most effective way.
- Contributes to the requirements registry and produces the solution KSVI for their elements.
- Designs innovative, cost effective solutions incorporating components from other contributing specialists.
- Produces or oversees the production of solution costs for respective elements.
- Owns part of RAID log related to the corresponding areas of expertise.
- Produces the required bid artefacts and deliverables within their domain/areas of expertise.
- Shapes technical proposals to be commercially acceptable to the customer and proposes solution/service trade-offs when needed.
- Coordinates the work of SMEs contributing to the design and implementation of the elements in scope when applicable.
- Takes part in due diligence activities and necessary customer workshop activities as part of the solution development and bid processes
- Participates in bid assurance process, bid reviews and defends the solution. Ensures all solution elements fully comply with the company's governance and approval process.
- Takes an active role, supporting/leading where necessary, in contract negotiations to ensure that the contract correctly represents the solution and offer.
- Shares knowledge with colleagues and makes useful additions to Fujitsu’s presales knowledge repositories.
- Represents Fujitsu at customer forums, conferences, and professional bodies to build Fujitsu’s reputation in the marketplace.
- Minimum of 5 to 10 years of experience working in IT managed services as a Service Delivery Manager, responsible for Service Desk Operations or managing multiple ITIL® processes (e.g. Change, Asset, Problem, etc).
- 6 years of experience working in the presales environment designing IT Service Desk, Service Management and Service Integration related solutions (preferred)
- Alternatively, 6 years of experience in design and implementation of IT Service Desk and IT Service Management services in key/strategic transition and transformation programmes
- Knowledge of the bid lifecycle processes, solution design and costing approaches, and well-established architectural development methodologies (e.g. TOGAF, Design Thinking)
- Excellent understanding of the role and mechanics of IT Service Management disciplines within an IT managed services environment
- Excellent understanding service operating models for major IT systems
- Excellent understanding of omni-channel IT Service Desk design, implementation, operation and associated automation technologies (e.g. Chatbot, VA, ITSM, Self-Serve, Telephony, etc.)
- Understanding of Service Performance and measurement associated with Service Desk and Service management (SLAs, XLAs, KPI, reporting)
- Experience in sizing and/or costing IT Service Desk and Service Management solutions overall
- Industry knowledge of ITIL® v3 and v4 (practical application), SIAM, Agile, Service Orchestration / Automation, main ITSM toolset (ServiceNow, BMC, etc), IT Service Desk and Customer Experience.
- Good knowledge of ITSM interfaces with Enterprise Management tooling
- Ability to write coherent, concise, and readable technical service documentation.
- Ability to write persuasive, targeted and concise proposal documents.
- Experience of working to tight timescales within a high energy team environment.
- Ability to influence senior stakeholders both internally and externally with varying objectives.
- Problem solving skills: able to think conceptually and tackle complex problems by redefining the situation into well-defined requirements and potential solutions.
- Innovative thinking and creativity: out of the box thinker able to create compelling solutions from scratch with minimum available information and data
- Critical thinking & analytical mindset
- Fluent in English; other languages are a plus
- Be able to communicate and present effectively at all levels
- Good business and data analysis skills
- Proficient MS Office skills
- Educated to Degree or able to evidence equivalent relevant experience
What do we offer:
- You will work in a collaborative, close-knit team
- You will be encouraged to work smart and work in your own way
- You will be a part of a leading global technology business
- You will be trusted to deliver your work
- You will get an extensive benefit package supporting your work-life balance, health and comfort to work from home
- You will be able to work with top technology providers in the industries
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
- Identifies the customer requirements for the solution, building strong relationships and acting as a major influencer in the customer choice towards Fujitsu.
- Maps the customer needs to the Fujitsu portfolio within their domain/areas of expertise in the most effective way.
- Contributes to the requirements registry and produces the solution KSVI for their elements.
- Designs innovative, cost effective solutions incorporating components from other contributing specialists.
- Produces or oversees the production of solution costs for respective elements.
- Owns part of RAID log related to the corresponding areas of expertise.
- Produces the required bid artefacts and deliverables within their domain/areas of expertise.
- Shapes technical proposals to be commercially acceptable to the customer and proposes solution/service trade-offs when needed.
- Coordinates the work of SMEs contributing to the design and implementation of the elements in scope when applicable.
- Takes part in due diligence activities and necessary customer workshop activities as part of the solution development and bid processes
- Participates in bid assurance process, bid reviews and defends the solution. Ensures all solution elements fully comply with the company's governance and approval process.
- Takes an active role, supporting/leading where necessary, in contract negotiations to ensure that the contract correctly represents the solution and offer.
- Shares knowledge with colleagues and makes useful additions to Fujitsu’s presales knowledge repositories.
- Represents Fujitsu at customer forums, conferences, and professional bodies to build Fujitsu’s reputation in the marketplace.
- Minimum of 5 to 10 years of experience working in IT managed services as a Service Delivery Manager, responsible for Service Desk Operations or managing multiple ITIL® processes (e.g. Change, Asset, Problem, etc).
- 6 years of experience working in the presales environment designing IT Service Desk, Service Management and Service Integration related solutions (preferred)
- Alternatively, 6 years of experience in design and implementation of IT Service Desk and IT Service Management services in key/strategic transition and transformation programmes
- Knowledge of the bid lifecycle processes, solution design and costing approaches, and well-established architectural development methodologies (e.g. TOGAF, Design Thinking)
- Excellent understanding of the role and mechanics of IT Service Management disciplines within an IT managed services environment
- Excellent understanding service operating models for major IT systems
- Excellent understanding of omni-channel IT Service Desk design, implementation, operation and associated automation technologies (e.g. Chatbot, VA, ITSM, Self-Serve, Telephony, etc.)
- Understanding of Service Performance and measurement associated with Service Desk and Service management (SLAs, XLAs, KPI, reporting)
- Experience in sizing and/or costing IT Service Desk and Service Management solutions overall
- Industry knowledge of ITIL® v3 and v4 (practical application), SIAM, Agile, Service Orchestration / Automation, main ITSM toolset (ServiceNow, BMC, etc), IT Service Desk and Customer Experience.
- Good knowledge of ITSM interfaces with Enterprise Management tooling
- Ability to write coherent, concise, and readable technical service documentation.
- Ability to write persuasive, targeted and concise proposal documents.
- Experience of working to tight timescales within a high energy team environment.
- Ability to influence senior stakeholders both internally and externally with varying objectives.
- Problem solving skills: able to think conceptually and tackle complex problems by redefining the situation into well-defined requirements and potential solutions.
- Innovative thinking and creativity: out of the box thinker able to create compelling solutions from scratch with minimum available information and data
- Critical thinking & analytical mindset
- Fluent in English; other languages are a plus
- Be able to communicate and present effectively at all levels
- Good business and data analysis skills
- Proficient MS Office skills
- Educated to Degree or able to evidence equivalent relevant experience
What do we offer:
- You will work in a collaborative, close-knit team
- You will be encouraged to work smart and work in your own way
- You will be a part of a leading global technology business
- You will be trusted to deliver your work
- You will get an extensive benefit package supporting your work-life balance, health and comfort to work from home
- You will be able to work with top technology providers in the industries
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.