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Service Manager

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Location: London, England, United Kingdom
Job ID: 44397
Date Posted: Jan 6, 2020
Segment: IT
Business Unit: Hitachi Consulting
Company Name: Hitachi Consulting Global Corporation
Profession (Job Category): Consulting
Job Type (Experience Level): Experienced
Job Schedule: Full-time
Remote: No

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Service Manager - London base with Travel


Hitachi Ltd. is a global company with activities in multiple industries. Hitachi has over a hundred years of industrial and technology innovation, employs over 320,000 people and generates more than $95 billion of revenues a year.


Hitachi Consulting is the Consulting, IT and Solutions services business of Hitachi Ltd.  We work with clients across the world from all industry sectors to design, build and operate technology solutions.  We have particular strengths in the domains of ‘Digital’, ‘Internet of Things’, ‘Analytics’ and ERP and provide a range of supporting services (industry expertise, project management, process design, change management) required to achieve success.  Frequently, we will leverage our relationship with the rest of Hitachi to bring innovative products and services into our solutions for clients.  We will also work with clients to define outcome based measures as part of our role in helping clients implement change and achieve benefits.


Hitachi Consulting is currently investing in its IT Outsourcing Practice which is growing rapidly in the UK and Europe.  As part of this, we are seeking to recruit an experienced Service Manager to join us, based in the UK.

The Service Manager will manage the delivery of managed services into a portfolio of clients, managing integrated solutions across multiple service towers.



The Service Manager provides service governance and has responsibility for the service on behalf of the ITO practice, managing 3rd party vendors as required. 

Reporting to the Service Management Operations Manager the Service Manager will enjoy varied responsibilities including

  • Financial Management of service & CCNs – revenue and cost forecasting 
  • Service transition and service acceptance into service
  • Manage SLA’s and KPI’s against contractual obligations
  • Manage quality of service performed by service delivery teams
  • Contract compliance and standards adherence
  • Service & contract change management for  incremental & additional services
  • Stakeholder management, both internal and customer
  • Manage supplier contracts
  • Manage small projects and CRs
  • Attendance at client meetings, including the presentation of service reports
  • Exceeding customer satisfaction targets
  • Drive innovation and continuous improvement across all service towers
  • Responsible for organic growth within the account of similar and adjacent services
  • Supporting the wider account team in developing new opportunities in non-adjacent services
  • Willingness of to work unsociable hours as demanded by the role

The role is based across a combination of Hitachi Consulting offices (London & Manchester) with visits to client-site locations. 



We hire professionals, passionate about the benefits technology can bring to business.  Although it is likely that the majority of people who meet our criteria will come from a large-scale consulting or systems integration backgrounds, we are enthusiastic to help individuals with relevant skills who want to take on the challenges of a consulting role for the first time.


Specifically, we are looking for an individual with proven expertise in the following areas:

  • Ability to confidently engage with customer stakeholders
  • Commercial management of various contracting models
  • Track record of delivering financial and service improvement
  • Pragmatic application service management expertise
  • ITIL certification
  • Ability to manage both single and multiple client engagements in parallel
  • A logical approach to problem solving and the structured introduction of change into operational systems
  • An understanding of documentation standards, basic accounting and excellent presentation skills 


  • Experience of holding similar roles within managed service / service provider organisations 
  • Experience of managing complex end-to-end service solutions
  • Service delivery using virtual / leveraged / dedicated and hybrid service teams, both on and offshore   
  • Development and negotiation of contracts and service level agreements
  • Project management experience


Whilst Hitachi Consulting is respectful of our employees work / life balance candidates should be fully prepared to travel throughout the UK and internationally if required.


Inclusion and Diversity

Hitachi Consulting is committed to building an inclusive work environment that leverages the diverse talent and perspectives of our global workforce. We value the unique background, experience and capability of each employee and embrace differences including gender, race, religion, disability, nationality, age, sexual orientation, ethnicity and personal style.


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