Squad Manager

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We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise continuously working to contribute to the growth of society and our customers.

About the role

The key purposes of this role are to ensure compliance with process standards manage operational activities and shape the evolution of the practice to meet best practice technical standards. The Squad Manager is responsible for the successful delivery and management of DWS services ensuring customer satisfaction and operational efficiency. Additionally the role prioritises and empowers the growth and development of team members in alignment with the portfolio offerings.

The role holder must have a strong technical understanding of their service contribute to bid and sales processes and provide advice to the wider team in instances of escalations. The Squad Manager will lead by example fostering a culture of excellence innovation and continuous improvement. They will also be responsible for financial management client and vendor relationship management and ensuring all staff comply with company policies and procedures. Effective communication leadership and proactive problem-solving are essential for success in this role. This role will be based on site at a customer office or Fujitsu office.

Location: Wellington

Responsibilities and Accountabilities

Data Analysis and Reporting:

• Perform data analysis and reporting to identify trends insights and areas for improvement within the matrix management community structure.
• Prepare regular reports and presentations for senior management highlighting key agreed metrics challenges and recommendations.

Pipeline & Recruitment:

• Collaborate with resource management teams to support resource needs and the pipeline development process.
• Provide input and assistance in ensuring effective recruitment strategies support ratios and supporting processes to attract top talent and meet business demands.

Bid & Sales Input:

• Work with the bid account leads and sales teams to provide input and expertise during the bid and sales process.
• Contribute to understanding client requirements developing headcount plans and ensuring HR considerations are integrated into proposal templates.

Continuous Improvement:

• Contribute to automation initiatives and the Centre of Excellence promoting a culture of high participation in automation programs via continuous improvement.
• Encourage feedback and foster an environment that supports experimentation and learning.
• Be recognized as a lead in the domain for the community that you manage.

Practice/Product Evolution:

• Provide input into the innovation and evolution of services as a Subject Matter Expert (SME) for the practice domain.
• Collaborate with Portfolio Architecture and CoE teams to innovate and evolve services within the assigned domain.
• Support in identifying opportunities for process improvements automation and implementing market best practices.

People Management:

• Matrix Management: Work closely with account service operations managers and account leads to implement and oversee a matrix management structure optimizing resource allocation across multiple accounts.
• Performance Management: Actively manage performance aligned with the Performance Management Framework including holding performance discussions and communicating performance standards.
• Talent Acquisition and Onboarding: Support HR and recruitment in developing effective strategies for attracting and selecting top talent and implement onboarding programs to ensure seamless integration of new hires.
• Training and Development: Identify training needs and support the development of comprehensive programs to enhance employee skills knowledge and competencies. Ensure certification compliance within the domain.
• Work Environment: Collaborate with HR to create a healthy and safe work environment that promotes inclusivity diversity and equal opportunity across Fujitsu.

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Requirements and Experience

Essential

• Strong knowledge of computer hardware software and operating systems including networking concepts protocols and troubleshooting techniques.
• Demonstrated ability to communicate the application of networking concepts protocols and troubleshooting techniques and explain technical concepts in simple terms to non-technical users.
• Excellent verbal and written communication skills to effectively interact with end users and colleagues with the ability to effectively collaborate with diverse stakeholders and build strong relationships.
• Demonstrated experience acting as escalation lead when managing difficult or frustrated end users in a calm and professional manner.
• Strong problem-solving and troubleshooting skills to diagnose and resolve technical issues
• Can communicate ITIL good practices and their application to Fujitsu customers
• Experience in the IT service management (ITSM) domain and familiarity with IT service desk tools and systems.
• Hold organisational and time management skills with the ability to prioritise and manage multiple tasks in a fast-paced environment.
• Demonstrated experience in driving improving processes removing blockers empowering a workforce to understand and deliver to the customers purpose. Servant leadership: Exhibiting a servant leadership approach.
• Demonstrated leadership and people management skills with the ability to motivate coach and develop a high-performing team.
• Exceptional problem-solving and analytical abilities with a data-driven approach to decision-making.
• Ability to thrive and manage stakeholders in a fast-paced dynamic complex matrix environment
• Ability to forecast and control finances

Desirable

• Previous experience is managing teams or staff.
• Cert IV Information Technology or higher
• MCP
• ITIL v3 Foundations Certification

Why Fujitsu

We are an organization with a strong set of values and a history of respecting fairness and equality whilst promoting diversity equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in-class reward and recognition programs flexible work volunteering leave and more.
• We live our values of aspiration trust and empathy all day every day.

Commitment to Diversity Equity and Inclusion

As an inclusive employer Fujitsu aims to recruit a diverse range of talents to help us achieve our line with our diversity equity and inclusion strategy we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI people; people with a disability; culturally and linguistically diverse people; veterans Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.

If you dont tick every box in this job description please dont rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion collaboration adaptability courage and integrity rather than ticking boxes so if this resonates with you then please apply. For more information please email .

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