Sr. IT Engagement Program Manager

Description

Sr. IT Engagement Program Manager

Company: Hitachi America, Ltd.

Division: Information Technology Group

Location: Santa Clara, CA or Remote

Status: Regular, Full-Time Position
 

The Company

Hitachi drives Social Innovation Business, creating a sustainable society through the use of data and technology. We solve customers' and society's challenges with Lumada solutions leveraging IT, OT (Operational Technology) and products. Hitachi operates under the business structure of “Digital Systems & Services” - supporting our customers’ digital transformation; “Green Energy & Mobility” - contributing to a decarbonized society through energy and railway systems, and “Connective Industries” - connecting products through digital technology to provide solutions in various industries. Driven by Digital, Green, and Innovation, we aim for growth through co-creation with our customers. The company’s consolidated revenues for fiscal year 2022 (ended March 31, 2023) totaled 10,881.1 billion yen, with 696 consolidated subsidiaries and approximately 320,000 employees worldwide. For more information on Hitachi, please visit the company's website at https://www.hitachi.com.
 

Key Responsibilities:

Drive Information Technology (IT) engagement and manage relationships with internal customers (business units, divisions and functions) in a large IT shared services environment. Represent the Customer voice for IT function and supervise the promotion and management of IT Services delivered to the internal shared services customers. Influence IT strategy and IT services development by aligning internal IT services with customer requirements. Maintain and enhance IT Service Catalog of Global and Regional IT Services in Applications, Infrastructure and Digital workplace area. Collaborate with business owners to develop Business Roadmap. Understand and document IT requirements of Internal Shared Services Customers (both IT and Business) and align them (IT requirements) with standard IT solutions and Services for delivery. Work with Hitachi IT Cross-functional internal team and external stakeholders to ensure IT services meet objectives of Shared service customers. Manage customer escalations and be a single point of contact for assigned divisions and functions for managing customer expectation, satisfaction and escalations. Act as Trusted advisor to business management and IT management of shared services customers and be the primary IT point of contact to the business/IT leads. Provide metrics and reporting on IT service opportunities, ongoing engagements, and service delivery for assigned shared services customers. Coordinate, negotiate, create, and maintain IT contracts and agreements with IT Shared service customers. Represent Customer Voice in HAL IT Shared services leadership with facts and data driven reporting. Manage IT projects and initiatives to improve IT services and mature IT-Business alignment. Support Service Management continuous improvement efforts. Telecommuting / work from home is permissible.
 

Skills and Qualifications:

Master’s degree or equivalent in Engineering, Business Administration, Information Technology, or a related field plus 8 years of IT account management experience or related OR Bachelor’s degree or equivalent in Engineering, Business Administration, Information Technology, or a related field plus 10 years of IT account management experience or related.
 

Skills required: Experienced in IT Shared Services, ERP (SAP) based IT environment, Project management and Service Management. Experience in IT Shared Services environment and diversified Manufacturing industry highly desirable. Demonstrated knowledge and experience in IT Solution Review and project stage-gate approvals, including project scope, requirements sign off, Solution design and development, User Acceptance Testing, Defect Management, Go-live and Hyper care support. Experience documenting IT requirements (both IT and Business) and align them to deliver standard IT solutions and services. Experience collaborating with business owners to develop Business Roadmap, execute project management skills, methodology, tools, and governance. Experience with different IT standards and best practices in areas of Project Management, ITIL/ITSM, and IT Security/ Risk Management. Experience working in ERP (SAP) based IT environments and broad understanding of Enterprise software, systems and applications including Salesforce, MS O365, Smartsheet, and Workday. Experience representing Customer Voice for IT Shared Services leadership with facts and data driven reporting. Experience managing IT projects and initiatives to improve IT services and mature IT-Business alignment. Experience with IT Service Management continuous improvement efforts. Employer will accept any amount of professional experience with the required skills.
 

Our Values

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to any factor that doesn’t impact your ability to do the job, including race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.  We are proud of Japanese heritage, with our values expressed through the Hitachi Spirit:

Wa – Harmony, Trust, Respect

Makoto – Sincerity, Fairness, Honesty, Integrity

Kaitakusha-Seishin – Pioneering Spirit, Challenge  

For California only (as required by California’s Pay Transparency for Pay Equity Act (SB 1162): The expected salary for this position in our California office is $139,868 - $183,600. Pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. Employees are eligible to participate in Hitachi America’s variable pay program, subject to the program’s conditions and restrictions.