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Senior Service Delivery Manager

Location: Singapore Singapore
Job ID: 1006175HV
Date Posted: Jun 9, 2020
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Job Type (Experience Level): Experienced
Job Schedule: Full-time

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The Company

Hitachi Vantara, a wholly-owned subsidiary of Hitachi, Ltd., guides our customers from what's now to what's next by solving their digital challenges. Working alongside each customer, we apply our unmatched industrial and digital capabilities to their data and applications to benefit both business and society. More than 80% of the Fortune 100 trust Hitachi Vantara to help them develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

The Role

The role of the Senior Service Delivery Manager is to manage the successful execution of contracted managed services to the customer(s). The Senior Service Delivery Manager provides leadership to the delivery and operations teams, both direct and leveraged, supporting the customer(s).

The Senior Service Delivery Manager owns the delivery and operational relationship with the customer(s) and is expected to develop and maintain strong relationships with key Customer stakeholders.

Responsibilities
  • Meet or exceed all SLA's and KPI's for service delivery at the assigned Managed Services ("MS") customer(s).
  • Act as the Senior operational Management contact and escalation point in relation to delivery of all Services at assigned Customer site(s)
  • Work closely with Sales and Services leadership and other Hitachi Vantara ("Hitachi") departments (i.e. Finance/Business Ops) and the Customer to ensure effective delivery - implementation of additional infrastructure, software and services
  • Work closely with Services leadership and other Hitachi departments (i.e. CS-S, GSS and Finance/Business Ops) and the Customer to ensure accurate and effective delivery of all contracted Services and SLAs
  • Develop and Execute continuous Service Improvement Plans
  • Provide full Service and Management reporting information to Hitachi and Customer as defined/requested
  • Provide leadership to the delivery teams, both on-site and remote leveraged, providing both day to day guidance and strategic direction
  • Manage the costs associated with the delivery of contracted services. Work with Finance to manage within the approved deal P-L
  • Manage the revenue process, including the provision of reports, agreement on services provided and delivery of invoices
  • Identify opportunities to grow service and revenue within assigned customers
  • Support new Managed Services business opportunities

PRINCIPAL ACCOUNTABILITIES

1. Service Delivery

These responsibilities cover both "office hours" on-site activity and, if required, on-call 24 x 7 activity. For each assigned customer;
  • Liaise with the Customer to ensure timely delivery of solutions and services as required to fulfill Hitachi obligations under any prevailing purchase orders or other contractual commitments
  • Maintain vendor relationships for all products deployed within the infrastructure (e.g. servers, disk, fabric, software) - also act as point of contact for Vendor Service Management
  • Responsibility for change control and governance in conjunction with Hitachi standard methodology and Customer procedures;
  • Ensuring change control is completed in a systemic and organized manner and all Hitachi Service personnel understand any specific requirements
  • Work with Hitachi internal groups (i.e. GDDC, CS-S engineers, GSC etc.) to ensure that all incidents relating to infrastructure and to Hitachi service delivery are managed and resolved in a timely manner
  • Participate in regular customer service review meetings whether local or as part of Governance Schedule
  • Issue regular written updates to the Customer and internally regarding levels of service
  • Maintain a high level of Customer satisfaction with service delivery
  • Responsible for overall communication with the customer on operational service related matters

2. Incident Management
  • Provide leadership in the timely resolution of both complex and solution-oriented incidents and product faults
  • Point of Escalation for high severity incidents at designated Customers
  • Liaise with other Vendors during incidents as appropriate and act as Point of contact for Vendor Management
  • Ensure a high level of Customer and Hitachi Account Team satisfaction
  • Conduct internal and customer incident review
  • Identify and manage resolution of any issues impacting the effectiveness or efficiency of the Hitachi service delivery, escalating to Senior Management as appropriate

3. Financial Control
  • Manage the costs and revenue associated with the contract. Work with Finance to manage the deal P-L maximising both revenue and operating profit

GENERAL

Quality service deliver
  • At all times maintain a high standard of professionalism and ensure high customer satisfactio
  • Identify opportunities for improving customer care, whether internal or external to Hitachi, and initiate actions using the appropriate improvement process
  • Understand and adhere to the processes and responsibilities defined by the customer and Hitach
  • Comply with all published Hitachi policies and guidelines

Teamwork
  • Ensure effective team work and communication at all times - with customer staff, Hitachi account teams and Services colleagues

Opportunity identification
  • Continually seek further opportunities for Hitachi products and services
  • Ensure all opportunities identified are raised with Managed Services leadership and the Account Team

Skills development
  • Continually develop personal skills and experience
  • Maintain up to date knowledge of all core Hitachi products and services
  • Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation

Other
  • Perform other duties as required or directed by management

Individual Contributor Competencies

Business Acumen
• Takes ownership and responsibility for developing own knowledge and skills
• Understands the purpose of the job and how it fits into the group
• Possesses a clear understanding of the group-s goals, priorities, and work purpose
• Possesses the required knowledge of Hitachi Vantara business to be effective and to consistently achieve results
• Demonstrates integrity in all business relationships and transactions

Customer Focus
• Possesses a clear understanding of the customer base
• Consistently makes a conscious effort to listen to customers and understand their needs
• Clearly and effectively communicates with customers and ensures that customers understand and have visibility to activities and deliverables as required
• Follows up and follows through on all commitments
• Demonstrates company values in all customer interactions
• Consistently ensures that commitments made to customers are clear and realistic and are met within the specified timeframes
• Considers customers needs and requirements before taking action

Decision Making
• Makes decisions that are consistent with company values and business objectives
• Understands the level of authority to make decisions in relation to job role and uses this understanding to take action
• Makes timely decisions to take advantage of (or to accommodate) changing circumstances
• Readily identifies obstacles that need to be overcome before progressing to the next step
• Knows when to escalate to defer to enable decision making and action

Teamwork
• Demonstrates respect for others- capabilities and needs
• Seeks solutions that meet everyone-s interests and goals
• Builds relationships based on trust and respect, while honouring differences; openly recognizes and respects the diverse ideas, perspectives, and values of others
• Act with high principles of honesty, sincerity, and fairness; operates with the highest integrity
• Effectively builds support for ideas or changes through discussions with peers and when required, people at higher levels in the company
• Consciously involves people in a timely fashion to gain ownership, support, and cooperation
• Practices two-way communication at all levels including giving and accepting input and suggestions
• Builds relationships and displays compassion to resolve barriers and conflicts

Results Driven
• Holds oneself accountable for performance and outputs
• Takes responsibility for building clear performance agreements with managers, leaders, and colleagues
• Organizes tasks and responsibilities to drive higher levels of productivity and ensure results in the right areas
• Demonstrates a positive sense of urgency about getting the job done, plans and organizes time efficiently, and generates enthusiasm about work
• Maintains persistent efforts and focus to achieve objectives over a prolonged period
• Possesses a high degree of self motivation to achieve set objectives and contributes directly to the success of the business; communicates a positive attitude toward tasks and challenges
• Displays innovation and creativity in meeting challenges
• Displays unfailing integrity; never takes shortcuts that compromise company values

Competencies
• ITIL Services Management, ISO 9002 (Process Management), ISO 27001 (Risk)
• Exceptional Service Management skills
• Commercial and contract management experience
• Able to communicate clearly with peers, as well as management, suppliers and Customer
• Self-driven and resourceful to achieve goals independently as well as work well in groups
• Flexibility to adjust to changing requirements, schedules and priorities
• The ability to socialize ideas, make recommendations and gather team consensus to move forward
• Excellent communication, writing, meeting facilitation skills

Qualifications
  • Infrastructure Management Services
  • Service Delivery Management experience for a Shared Information Technology Outsource Service
  • Operational management of OPEX - CAPEX Budget of $10m+ per annum
  • Personal Improvement Planning
  • Management of Multiple Senior Stakeholder Environments
  • Commercial understanding of Service Agreements - Contract Schedules
  • Extensive 3rd Party IT Supplier Management
  • Extensive implementation of Service Improvement Programs
  • Change Management/Service Acceptance Program Implementation within a multiple-customer Information Technology Outsource Service Provision
  • Major Enterprise Infrastructure Implementations
  • Major Incident Management - Problem Management Operations
  • Experience at presenting solutions to Upper Management

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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