Knowledge Content Management Product Owner

At Fujitsu, we have embarked on an integrated approach to digitally transform our business and practices, to strengthen Fujitsu's competitiveness in the digital age.

Global Delivery is Fujitsu’s delivery engine with currently over 22,000 employees across the Global Delivery Centers (GDCs) with an ambition to grow further in line with Fujitsu strategy. Our GDCs provide competitive and innovative services to customers via the Regions and exciting times are ahead of us as we continue to accelerate our Globalization journey.

We are challenging the way that we work and our Service Line Development ART is our approach to driving continuous incremental change and innovation into Global Delivery to ensure our Delivery capabilities are relevant for our customers and employees alike.

The challenge we face is multi-faceted and in recognition of this, our Leadership Team has defined a Global Delivery Vision and created the ART journey to ensure we achieve our Vision.

The starting point is the Vision we want to achieve - One trusted team, enabled and motivated to deliver competitive and innovative services, contributing to our customers’ sustainable success and growth.

A critical component of our journey is to implement global service lines, standardized across all our Global Delivery Unit locations.

For the Service Operations Service Line, we are now hiring aKnowledge & Content Management Product Owner.

TheKnowledge & Content Management Product Owner role is a new role designed to own best practices for these Process & be accountable for the execution both operational & quality of these Processes within Service Operations

• Process Improvements
• Operational Execution
• Execution Improvements
• Process Quality
• Evolution of the Process
• Cost models
• Automations including AI
• Service Component ownership & lifecycle management

This role requires significant experience & expertise of Knowledge Management combined with a track record of building & running Global Teams with both direct & Matrix’d. The Product Owner is the Accountable individual for both the delivery & standards for this process. Setting future standards and adapting ways of working to embrace new technology.

Roles and Responsibilities

The Product Owner (PO) forKnowledge & Content Managementis a critical role designed to deliver Service Excellence & consistency in this Process for both Internal & External Customers. Building & leading a team of highly skilled Subject Matter Experts that manage the delivery of the Process. Using metrics including productivity, quality and financial metrics in conjunction with leadership to drive the standard of delivery quality and efficiency ensuring that consistent Management is achieved globally.

Ensure consistency by standardizing the onboarding of SME’s into their roles.

In near future this role will evolve to management of the global team of Knowledge Mangers responsible for traditional knowledge management, for AI content creation and Adoption Management.

In addition to the day to day delivery activity the PO will own the evolution of the Processes as technology develops to use AI & tooling to drive additional value whilst ensuring business outcome:

• • Process Improvements
  • Execution Improvements
  • Process Quality
  • Evolution of the Process, Procedures & Work Instructions
  • Cost models for Future Clients
  • Service Components
  • Automations & Ai usage within the Process
  • Provide Consulting Service for all the Process

Core Responsibilities:

Ownership of the end to end Knowledge & Content Management Product Process and Delivery

• • Process execution; regardless of shared or dedicated the PO owns the Process & therefore the execution across GD using base KPI’s & OKR’s
  • Process Quality; using Data & feedback to drive consistency & improvement
  • Team availability; creating a blended Time Zone model to deliver Globally ensuring both Data Sovereignty & Customer Intimacy
  • Team Skills; Evolving Team skills to embrace technology to both enhance the delivery but also navigate a continuously changing Technology landscape
  • WIP & Backlog Management
  • Third Party engagement
  • Create & Maintain Knowledge use impact strategies
  • Develop cross Service line working to reduce MTTR & increase First contact resolution
  • Identifying & removing waste both within shared & dedicated teams
  • Developing a Proactive demand analysis culture
  • Develop robust relationships with other interlinked Service Management Processes e.g. Incident & Major Incident Management, Change Management
  • Developing the creation of Knowledge & Content to be used by both Service Operations & End Customers through the use of Conversational Ai & Ai driven technology
  • Curating Content using meta data for both text & video
  • Maintaining & curating the central Knowledge & content store
  • Stay ahead of the technology hype curve

Creation of the Knowledge & Content Handbook & Continual Learning detailing Service Ops Standards for Knowledge Management:

• Higher Business Awareness:
  • Finance Management (Day to day)
  • Financial Impact assessments (Demand removal, Service Introduction)
  • Business Impact assessments for change orders that effect the Team
  • Operational Acceptance & Service Readiness
  • Monitor, analyze, and report on the financial performance related to cost and value drivers.
  • Financially Accountable for P&L
  • Effectiveness & Efficiencies - 10 % yoy
  • Additional opportunities for revenue
• Standard Service Management:
  • Continuous Service Improvement / Kojo
  • Toolsets implementation (How they work and how to get the best out of them e.g Automation opportunities)
  • Risk Identification, Management & Business Continuity
  • Contractual obligations conformance (non-SLA/KPI)
  • Contractual & Health metrics (SLA/KPI)
  • SoW commitments and alignment
  • Strategy and Vision
  • Client facing Service Reviews (where applicable)
  • Sales/bid engagement
  • Service / Process Design (HLSD/CCNs approval etc.)
• Staff Management Related:
  • Productivity
  • Personal Development of Team
  • People Management
  • Recruitment and selection
  • Training (mandatory and account driven)
  • Quality Responsible
  • Personal Improvement Plans
  • Performance Reviews
  • Mentor developing future Team Members
• Statistical Analysis:
  • Forecast Capacity & Scheduling (along with Skills matrix) FCS
  • Demand Analysis
  • Key KPI’s: MTTR, Response times, First Contact Resolution, Digital Resolution
  • Realtime SLA monitoring
  • Ensure compliance against KSVI

Additional area of activity:

• Developing the future role of SME’s as new tools and technology becomes available the role will change. Automation & new tools will remove multiple areas of current admin heavy tasks and therefore the roles will become focused on Business Health & Operational Health heavily focused on consistency, Customer Experience and outcome. The role will become more proactive and key skills in Customer Service will become critical to the success of the Service.

Requirements:

• A minimum 2 years’ experience in an IT Leadership role
• Proven track record in Service Delivery, Knowledge Management
• Strong business awareness & Customer Focus
• Experience in identifying and implementing continuous service improvement initiatives
• Proven track record of resolving complex technical and non-technical issues, problem-solving and analytical skills.
• Exceptional communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Significant experience in managing and developing teams.
• Ability to work independently and as part of a team.
• Strong documentation and reporting skills.

Language Level

Native/Business Level English