Services Operations Process & Quality Manager

Fujitsu at a GlanceFujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition has been the foundation of the Fujitsu’s success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you!Req ID:15459We are seeking a very driven, everyday-leader type of individual who will work to lead and drive initiatives to develop, document and govern processes and quality for Network Services Operations organization for both managed and maintenance support services.Major responsibilities include:

Manage, maintain and monitor processes for NOC and TAC services teams

Develop complete understanding of tools, infrastructure, software platforms and operations processes to then document and maintain work instructions

Ensure governance and performance of processes by various teams through analytics, reporting, metrics

Drive and PM standardization initiatives for O&M operations and also work closely with other business and delivery teams to execute on those projects

Work with Services lines of business to develop and report on TL 9000 measurements and other quality related metrics and represent O&M operations in quality audit efforts

Liaison for NPS and CAI customer satisfaction metrics and drive areas of recognition and improvement

Facilitate process quality improvement through objective data analysis, corrective action, team-based problem resolution and timely feedback

Qualifications include:

Bachelor’s Degree in Business, Engineering, Information systems, industrial process engineering or related field

Experience in Network Services, Telecom and Operations a big plus

Knowledge of TL 9000 required, ITIL processes

Knowledge of infrastructure tools, ticketing systems a big plus

Strong data analysis, reporting, visualization

Strong written and verbal communication; Self-starter with excellent follow-up skills

Documentation, technical writing, hands on ability to get into tools for reports, lookups etc

Action and results-oriented work ethics

At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners.California Privacy Act: https://www.fujitsu.com/us/Images/CALIFORNIA-CONSUMER-PRIVACY-ACT-NOTICE.pdf