Service Delivery Manager (m/f/x) - Zürich, Switzerland

Service Delivery Manager (m/f/x) - Zürich, Switzerland



Meet our Team

We as Global Delivery (GD) are part of the Global Services Organization at Hitachi Vantara. Our task is the implementation of the various Hitachi infrastructure related solutions after the sale to our customers. The Service Delivery Manager works very closely with the Field Engineers and the Technical Consultants to jointly implement Hitachi solutions for our customers and looks after the customer in all service-related matters.

We collaborate as a team and cross-functionally to ensure the success of our customers. Our mostly international clients are active in all industries: telecommunications, banking & financial services, retail, pharmaceuticals, public sector, etc.

The Role

As Service Delivery Manager, you are the central person responsible for all contractually agreed services. Through your reliability and the trusting cooperation with customers and other departments at Hitachi Vantara, you will ensure a high level of customer satisfaction. In regular service meetings, the operation and service requirements for the Hitachi systems are discussed with our customers, topics that have arisen are dealt with and solutions are developed together with all parties involved.

The aim of the regular meetings is to optimally adapt the service infrastructure to the customer's needs, regardless of whether these are technical or organizational. To prevent problems, the Service Delivery Manager coordinates and supports the deployment and implementation of proactive Hitachi services.

Your responsibilities will include the responsible management, coordination and monitoring of professional service projects, including the financial aspects.

Duties also include managing operations teams where available and identifying additional customer needs to translate into new service opportunities.

Responsibilities

• Act as the customer's and the Hitachi Vantara account team's primary contact and escalation point for service delivery issues and questions for assigned Customer(s).
• Manage completion of preventive maintenance and provision of engineering changes and software updates for infrastructure contracted from Hitachi Vantara.
• Manage the resolution of all incidents relating to the Hitachi Vantara supported infrastructure including timely escalation to support groups and management.
• Coordinate activities to ensure root cause identification for incidents if required.
• Manage timely delivery and implementation of all other services contracted from Hitachi Vantara.
• Coordinate activities of the Hitachi Vantara project team to ensure successful completion of a project purchased from Hitachi Vantara.
• Maintain project status such as time, budget, scope, and quality including milestones to provide an accurate revenue schedule on a weekly basis.
• Coordinate the activities of third-parties supporting Hitachi Vantara at the customer.
• Identify opportunities for additional services and work with the Hitachi Vantara account team to progress those opportunities.

Required Qualifications & Experience

• At least 3-5 years of professional experience in the field of IT Service Management or Service Delivery Management
• Good knowledge around IT infrastructure such as Storage, Servers, Network, Converged or Hyperconverged, Hybrid Cloud, etc. and Project Management methodologies (PMI, PRINCE2).
• ITIL V4 knowledge or certification.
• Excellent communication skills including the capability to present yourself appropriately internally and externally at all customer levels.
• Ability to work unsupervised, with personal initiative and a sense of responsibility with high quality standards
• Business fluent in German and very good written and spoken language skills in English.
• Enjoy working with distributed teams including members from different countries.
• Ability to keep a cool head even in difficult situations and to act in a structured but also empathetic way.
• Leading people without having the management mandate (no personnel responsibility).
• Willingness to travel on business including overnight stay.

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Our Values

We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours and part-time arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:

Wa - Harmony, Trust, Respect

Makoto - Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin - Pioneering Spirit, Challenge