Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. Approximately 140,000 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.

Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe. GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.

We're a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages. Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.

Role Purpose



Service Process Controllers will respond to contractual incidents, alerts and complaints by identifying, monitoring and recording information. They will work closely with Service Delivery Management and Process Management and will be aligned to one or more customers.

Key Accountabilities



• Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.
• Documents actions taken to resolve enquiries.
• Takes ownership for documenting, and monitoring adherence to all account related processes.
• Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.
• Monitors performance through statistical reporting and analysis.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Owns and accepts personal responsibility for customer problems and champions customer issues to resolution.
• Builds and enhances strong customer relationships and acts as an escalation point for the customer.
• Takes responsibility for learning about all current customer needs

Key Performance Indicators



• Control the resolution of incidents to agreed service levels
• Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident
• Act as point of escalation when closure of an incident is disputed by the user
• Ensure the Major Incident Management process, procedures and work instructions are adhered to by all relevant parties
• Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures

Requirements:

• On call and night shift availability.

We offer:

• Competitive salary package and bonuses

• Employment directly with Fujitsu with possibility of permanent contract

• Work life balance with full-time schedules available and 25 annual leave days

• Life insurance and Private health insurance extensive to family members and since the first day of employment

• International career in a dynamic and enthusiastic environment

• Training and internal career progression plan upon hiring

• Several discounts available with our partners

• The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion, environment and our community

• If you are moving to Portugal we also offer a great relocation package (initial flight expenses and accommodation refund) and the support of our Welcome Buddy to help you settle in.