Head of Customer Service Management - Public Safety
5d ago

Location : Flexible

Fujitsu is a diverse global organisation with over 120,000 employees, offering a full range of technology products, solutions, and services to customers in more than 180 countries.

We know that using our experience and the power of ICT to shape the future of society with our customers can only be achieved through a flexible and respectful approach to work.

Fujitsu Oceania has initiated a transformation journey toward an industry-centric customer engagement model. This has been designed to align our capability with industries that position us to build customer trust through innovation & provide targeted expertise to digitally transform their business.

Our focus is to help customers use technology to address industry specific business issues, through our detailed understanding of their industry, support our people to reach their full potential, all whilst delivering sustained profitable growth.

Building your own path to success :

We are seeking a Head of Customer Service Management (CSM) - Public Safety to become one of our core team members to grow and develop our customer portfolio for Public Safety.

This is a national role and requires the leader to be a strategic thinker, capable of delivering direction, solutions and impeccable service for their industry.

Reporting to our Head of Industry Public Safety, you will ensure the effective service management of our customer’s solutions to justice, law enforcement and emergency services agencies.

Your responsibilities include :

  • Strategy & Tactics : Leadership and strategic direction of CSM teams within the Public Safety industry in close collaboration and guidance from the Head of Industry.
  • Leveraging industry knowledge and insights, provide input to the Head of Industry to help define the Industry Plan and Strategy.

  • Delivery : As part of Public Safety Industry leadership team, responsibility for revenue and margin for all Oceania Services customers, achieving continuous improvement in customer satisfaction targets and ensuring renewal and retention of Fujitsu’s top revenue generating accounts.
  • Lead the development of a customer centric service delivery management model that materialises through delivery management structure and account management.

    Responsibility for contract lifecycle, developing new business and growth within accounts leading on opportunities and new business.

  • Talent & Stakeholder Management : Build a high performance CSM team who are rewarded on customer and business results and who effectively work across all lines of service within the industry.
  • Work with operational service delivery units to ensure the customer service delivery teams are resourced appropriately to deliver the services across the lifecycle of all the accounts within the industry.

    Monitor financial management, control and direction of the Service Delivery Managers within the designated Industry, including customer escalations where appropriate.

    Coach and develop direct team members with an emphasis on talent management.

    Come Share our Vision :

    We aim to create an employee experience that embraces diversity, inclusion and belonging. We’re focused on flexible work options and a range of rewarding benefits.

    If you want to work in the way that suits you and our customer’s best, come and find your future at Fujitsu.

  • Work your own way : https : / / www.fujitsu.com / au / about / careers / own-way / index.html
  • Achieve together : https : / / www.fujitsu.com / au / about / careers / achieve-together / index.html
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