Regional Service Delivery Manager

About FUJIFILM Business Innovation

FUJIFILM Business Innovation is a leading provider of document and digital solutions, enabling businesses to transform and thrive in the digital era. Headquartered in Singapore for the Asia Pacific region, we offer a comprehensive suite of services including multifunction printers, IT and cloud solutions, document workflow management, and business process outsourcing. With over 60 years of experience, we help organizations enhance efficiency, productivity, and operational agility.

Find out more about life at FUJIFILM Business Innovation APAC here!

PURPOSE:

The Service Delivery Manager is part of the Fujifilm Business Innovation Business Solution Global Service Delivery Operations (BS GSDO) workforce.

It is a client facing role that owns and overseas delivery of Managed Services for clients all over the world. Depending on client requirements, there may be a need to be onboarded and / or be onsite at client locations. Remote work and travel are expected.

Managed Services includeManaged Print Services, Print & Mail rooms and Business Processing Outsourcing services (eg. Scanning/Ingestion services, Accounts Payable & Accounts Receivable workflows etc.) provided by Fujifilm, its Affiliated Channel Partners (ACP) and vendors/sub-contractors.

This role entails managing multiple geo-based service delivery teams ensuring P&L management, high levels of client satisfaction, optimizing service operations while driving continuous improvement initiatives. The ideal candidate will possess strong leadership, project & service delivery management, and technical skills to effectively manage Fujifilm Business Innovation business offerings.

WHAT YOU WILL BE DOING:

Service Delivery Management of assigned managed services contracts -

Owns and manage cross function teams towards delivery of MPS, DOCs and/or BPO services to clients across the world. Ensure adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Monitor and report on service delivery performance, identifying areas for improvement.

Customer Relationship Management -

Act as the primary point of contact for key clients, addressing service-related issues and maintaining strong client relationships. Conduct regular client meetings such as monthly/quarterly/annual business reviews to review service performance, gather feedback, and discuss future needs.

Team Leadership and Development -

Lead, mentor, and develop a team of service delivery professionals. Conduct regular performance reviews, provide feedback, and create development plans for team members.

Operational Efficiency -

Optimize service delivery processes to improve efficiency and reduce costs. Implement best practices, standard operating procedures (SOPs) and playbooks for service delivery.

Incident, Problem & Change Management -

Lead and resolve service-related incidents, problems and changes in a timely manner. Implement root cause analysis and preventative measures to avoid repeat issues.

Project Management -

Oversee the implementation of new projects and initiatives within the region. Coordinate with cross-functional teams to ensure projects are delivered on time and within budget.

Compliance and Security -

Ensure compliance with all relevant regulations and industry standards. Oversee the implementation of security measures to protect client and company data privacy.

Continuous Improvement -

Drive continuous improvement initiatives to enhance service delivery quality and efficiency. Stay updated with industry trends and technological advancements in Fujifilm business offerings.

WHAT WE ARE LOOKING FOR:

• Bachelor's degree in business/IT/Engineering or a related field. Relevant certifications (eg. ITIL, PMP, CompTIA network/Security+, CCNx, Cloud) will be a plus
• Minimum 5 - 7 years of experience in a service delivery management.
• Experience with Managed Print Services (eg. Any relevant proprietary solutions/services), Print Management Solutions (eg. Ysoft, Equitrac, Papercut, LRS or similar solution).
• Practical experience with deploying solution and workflow on Fujifilm/print devices ie. Printers & MFD, have hands-on skills in network, configuration of network/infrastructure and practical hands-on experience setting up print queues, VLANS, firewalls, ports enablement etc.
• Proven experience managing medium to large-scale service contracts with enterprise-level clients from service desk to L2/L3 service support personnel including 3rd party vendors.
• Be comfortable to speak and direct vendors and clients professionals to understand their daily work and why managed services provided by Fujifilm have a critical dependency on their infrastructure.
• Experience managing regional or multi-country service delivery operations and cross-functional teams