Fujitsu
Incident Service Delivery Associate (FTC)
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Incident Service Delivery Manager – Post Office Account (Bracknell)
About the Role
We are seeking an Incident Service Delivery Manager to support incident and major incident management for the Post Office Account. This role will focus on day-to-day service delivery, with a pivotal responsibility for operational incident management and ensuring contractual commitments are met against SLAs and budget targets.
The SDM will:
- Manage incident and major incident investigations
- Attend technical bridges
- Provide oversight of service delivery across lower and middle management levels
- Ensure timely, effective responses to incident reports
The ideal candidate will drive continuous service improvement, contribute to the Service Improvement Plan, and enhance overall customer satisfaction while maintaining secure, reliable service delivery. This includes producing monthly incident reports, conducting trend analyses, reducing aged tickets, and closing out contract gaps.
Great location: Successful applicants must based in Bracknell, with occasional travel across our UK customer and Fujitsu sites.
Key Responsibilities
Core activities include:
- Incident & Service Management
- Coordinate timely and appropriate responses to incident reports
- Direct requests for escalation to the right functions
- Monitor issue resolution timelines and communicate progress to clients internally and externally
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Reporting & Analytics
- Compile monthly incident reports for service performance review input
- Analyse trends and patterns in incident data
- Prepare business cases for process improvements
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Customer Engagement
- Attend customer meetings to align on service delivery
- Champion aged ticket resolution targets
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Service Improvement
- Drive end-to-end incident management process improvements
- Input into the Service Improvement Plan (SIP) to maintain standards and enhance customer satisfaction
Required Skills & Experience
We are looking for a proactive, results-driven professional with:
- Strong understanding of service delivery management (incident, problem, change) and industry standards (e.g., ITIL-aligned processes)
- Ability to break down complex technical information into clear, accessible updates for both technical and non-technical stakeholders
- Ownership mindset – takes initiative, takes responsibility for task completion and outcomes
- Excellent organisational skills, including resource prioritisation, project planning and timely deadline management
- Analytical proficiency – data interpretation, report writing, insight generation and informed decision-making
- Financial awareness to gauge cost impact and align resource allocation accordingly
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- Performance-driven mindset:
- Monitor and drive SLA adherence, KPIs, and customer-centric metrics
- Effectively manage escalations, resolve complex issues, and demonstrate response aligned with service agreements
- Hands-on experience leading continuing process improvement initiatives
Technology & Culture Fit
Fujitsu thrives on strong collaboration, clear communication, and securing high-quality service delivery. Successful candidates should expect to:
- Work closely with customer teams, Fujitsu operations, and internal resources
- Uphold Fujitsu’s reputation as a secure, reliable service provider that exceeds client expectations
Equal Opportunities
Fujitsu is proud to be a Disability Confident Employer. Where you meet the required criteria, we guarantee an interview no matter any disabilities you may have. For applicants wishing to participate in the Confident Interview Scheme, email EMEIArecruitment@fujitsu.com for further details.
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