Practice Manager

About the job Practice Manager

Practice Manager
Sydney preferred location flexible across Australia

We are Fujitsu
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 role works as part of a wider team to provide leadership, influence and direction in order to maintain and enhance the level of practice excellence and capability. The wider team consists of Service Operations Managers and Squad Leaders. The key purposes of this role is to ensure the compliance to process standards, shaping the evolution of the practice to meet best practice technical standards and prioritising and empowering the growth and development of team members aligned to offerings within the portfolios. Ensuring we leverage the best of Fujitsu Globally and regionally. The role holder is a subject matter expert in their practice domain and is required to contribute to the bid and sales processes, and providing advice to wider team in instances of escalations

Key Accountabilities:

• Perform data analysis and reporting to identify trends, insights, and areas of improvement within the matrix management community structure. Preparing 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 are in place 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 Centre of Excellence, including promoting a culture of high participation in the Automation programs via continuous improvement, encouraging feedback and fostering an environment that supports experimentation and learning.
• Be seen and operate as a lead in the domain for the community that you manage.

Practice/Product evolution

• As the Practice Manager, provide input into the innovation and evolution of services as a subject matter expert (SME) for the practice domain.
• Collaborate with Portfolio, Architecture and the CoE teams as a subject matter expert for innovation and evolution of services within the assigned domain.
• Provide input and support in identifying opportunities for process improvements, automation, implementing market best practices, and the incorporation of emerging technologies to enhance domain service delivery.

People Management

• Matrix Management of Employees: Work closely with account service operations managers and account leads to implement and oversee a matrix management structure that optimizes resource allocation and utilization across multiple accounts. Provide input and support in identifying employee skill sets and allocating resources effectively to meet the demands of various accounts.
• Performance Management: Responsible to actively manage performance as aligned to the Performance Management Framework. The role holder will be required to hold performance discussions (high and low performance) and collect feedback input from stakeholders to inform discussion on performance. Will be responsible to communicate a consistent understanding of accepted performance standards.
• Talent Acquisition and Onboarding: Support the HR department and recruitment team in developing effective strategies for attracting and selecting top talent for the practice. Responsible for implementing onboarding programs to facilitate seamless integration of new hires, ensuring a positive employee experience across accounts.
• Training and Development: As part of performance management, collaborate with key stakeholders and the CoE to identify training needs and support the development of comprehensive programs to enhance employee skills, knowledge, and competencies across accounts. Assist in providing training on enabling technologies, standard procedures/processes, and compliance with process standards. Contribute to tracking and ensuring certification compliance within the domain.
• Responsible for collaborating with HR to create a healthy work environment that promotes inclusivity, diversity, and equal opportunity for all employees across accounts.

About you

• 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.

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 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 organisation 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.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we 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; and veterans and emergency responders. Transgender and gender diverse applicants can also access our Frequently Asked Questions to assist with the recruitment journey.

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in 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.