14 de Novembro de 2017

Community & Knowledge Integration Manager (m/f)

Fujitsu Portugal

  • Localidade Lisboa
  • Contrato Contrato a termo
  • Horário Full-time

Role Purpose

  Enable Fujitsu’s regions to have a globally consistent view of emerging best practice so that delivery standards are consistent and support global customers.  Work with each region to develop appropriate market led standards for SCC. Promote the service globally by demonstration and presentation. Reduce the  time to bid and improve the quality of bid response through the sharing of global standards for SCC costs and bid collateral.

The prime responsibility of the role in the immediate term is to promote the evolution of end user support through the development of the Servicedesk to the Social Command Centre as new technologies and market approaches to service develop.  Its’ purpose is to enable achievement of the GDG Digital Workplace Services mission of growing new market share for Fujitsu globally and improving return on investment through enabling all Fujitsu’s regions to benefit from the regional investments that are made in developing new service approaches, tailoring these to their appropriate market conditions and equally enabling a consistent global approach for global customers.   

      Key Accountabilities  

The Digital Workplace Services SCC Community & Knowledge Integration Manager will:

Lead the global standardisation of Fujitsu’s service desks by working with leading regions and GDCs to make their best practice visible and adopted globally. 

  • Drive the adoption of standardisation in the adoption of the Social Command Centre of global standard modules for SCC;
  • Liaise and collaborate with regional teams responsible for delivery of SCC in the creation and adoption of SCC standards;
  • Work with GDCs to ensure standard cost models for SCC modules are available;
  • Globalise the standard bid collateral to support the SCC modules
  • Lead the global SCC community engaging extensively with regional offerings and delivery teams ensure the community thrives
  • Lead the collection of data that articulates the Fujitsu global capabilities for service desks and SCC

Participate in representing the services at promotional events:

  • Ensure the services are demonstrated to articulate their value
  • Act as presenter at Break out sessions and expert talks
  • Articulate the service interfaces to the remaining service portfolio

People manage to:

  • Ensure coverage at promotional events
  • Drive recruitment, development and functionality of the Team in line with demand

Enable DWS to achieve its targets including:

  • Relevant DWS targets
  • Deploy the DWS Project budget effectively to maximise our ability to promote the services

Ensure there is an approach to Continuous Improvement and Learning in deal solutions, services and bids

Collaborate with the othe DWS functions to enable:

  • Delivery of presentations, solutions training, and product support to channel partners and internal stakeholders
  • Presentation of customer demonstrations and Proof Of Concepts (POC)
  • Input for Major Analysts Evaluations
  • The creation of consistent messaging and engagement in DWS vision creation
  • Representation of the DWS messaging to the SCC global community

Key Performance Indicators

  • Availability of standard modules for SCC
  • Availability of data articulating Fujitsus capabilities
  • Ability to represent SCC in depth and DWS generally
  • Community vitality and knowledge sharing
  • Adoption of SCC modules by regions other than the creators
  • Demonstration capabilities for SCC
  • Contribution to marketing and sales collateral

Experience & Knowledge, Skills, Values & Behaviours

Experience & Knowledge

  • Deep understanding of Service Desks and Social Command Centre and understand of their relationship to DWS value proposition
  • In depth understanding of services framworks
  • Demonstrated experience in managing large change programmes, including internal & cultural change
  • International experience incl managing international projects


  • Ability to pull together a consortium of stakeholders, work autonomously and strategically
  • Ability to communicate a message effectively
  • Perceptive, excellent relationship building skills, with the ability to use relationships to uncover and develop opportunities
  • Highly developed influencing skills, access to the breadth of Fujitsu
  • Ability to transmit high levels of enthusiasm, passion and sense of urgency with a reputation for getting things done.

Values & Behaviours

  • Strong leader who is energetic and enthusiastic; a confident, intelligent, self-motivated and results oriented individual
  • Outstanding team player working across the organisation, with the resilience and motivation to operate individually
  • High degree of work ethic, drive, energy, self-confidence, commitment and flexibility
  • Strong belief in company and team values, establishes personal value and trust, a high level of integrity and ethical approach to business
  • Willingness to take responsibility and accountability, and establishes effective plans for problem resolution
  • Recovers quickly and learns from failure, perseverance and commitment in overcoming blockers
  • Self-belief and self-reliance, calm and controlled under pressure, plans alternative strategies to overcome potential failure
  • Sound judgement through logical and objective analysis, creative thinking and  problem solving - sees the “big picture”

The role requires occasional travel to other Fujitsu regions as appropriate, and work within varying time zones.

 You can apply to: https://fujitsu.tatcenter.com/position/CKIM