Global Digital Workplace & Cloud Service Delivery Lead

Fujitsu

Richardson (TX)

On-site

USD 136,920 - 176,040

Full time

14 days+

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Benefits offered by this job

Health benefits

401(k) plan

Remote work options

Career growth opportunities

Job summary

Fujitsu is seeking a Senior Service Delivery Manager to lead the delivery of Managed Infrastructure, EUC, Workplace Services, Service Desk, and Customer Experience Center operations from Richardson, TX with flexible location options across the U.S. The role focuses on service excellence, contract adherence, and driving measurable business outcomes.

You will manage global delivery teams, oversee governance, and drive continuous improvement, automation, and AI-driven initiatives while ensuring

Qualifications

Bachelor's degree in IT/CS/Business or related field.
12+ years of IT Managed Services experience.
5+ years in Service Delivery/Operations/IT Leadership roles.
Strong knowledge of Infrastructure Services, EUC, Service Desk, Cloud Platforms (Azure, AWS, M365), ITIL Service Management.
Experience managing client-facing managed services accounts.
Experience owning service financials, budgets, forecasts, and margins.
Proven background managing global delivery teams.

Responsibilities

Lead end-to-end delivery of Managed Infrastructure, End User Computing, Workplace Services, Service Desk, and Customer Experience Center operations.
Ensure achievement of SLAs, XLAs, and KPIs; manage major incidents and service recovery.
Build and maintain strong customer relationships; serve as primary contact and escalation point.
Conduct regular service reviews and provide executive-level reporting, insights, and strategic recommendations.
Drive CSAT, NPS, and service performance outcomes; own financial performance including revenue and margins.
Identify growth opportunities through renewals, expansions, and change requests.
Ensure ITIL processes, security controls, audit requirements, and contractual commitments.