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Sr. IT Engagement Program Manager

Location: Santa Clara, California, United States
Job ID: R0001121
Date Posted: Mar 23, 2021
Segment: Others (Including Headquarters and R&D )
Business Unit: Hitachi Regional Headquarters
Company Name: Hitachi America, Ltd.
Profession (Job Category): Communications & Corporate Affairs
Job Type (Experience Level): Experienced
Job Schedule: Full time
Remote: No

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Sr. IT Engagement Program Manager

Company: Hitachi America, Ltd.

Location: Santa Clara, CA

Status: Regular Full-Time


Sr. IT Engagement Program Manager is responsible to drive IT engagement and manage relationships with internal customers (business units, divisions and functions) in a large IT shared services environment. The role represents IT Management as single point of contact for assigned business units, divisions and functions for IT Services, Solution discovery, service management, risk management and relationship management. The role reports to Director IT Service Management.

He/she will represent the customer voice for IT function and supervise the promotion and management of IT Services delivered to the internal shared services customers. The role influences IT strategy and IT services development by aligning internal IT services with customer requirements.

Key Responsibilities:

  • 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 with standard IT solutions and Services for delivery.
  • Work with HAL 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 fact and data driven reporting
  • Manage IT projects and initiatives to improve IT services and mature IT-Business alignment.
  • Support service management continuous improvement efforts.

Qualifications and Skills

  • 10+ Years of IT-Business partnership experience and/or IT account management experience.
  • Bachelor’s degree in Information systems or Equivalent. MBA preferred.
  • Experience in IT Shared services environment and diversified manufacturing industry highly desirable.
  • Excellent written and oral communication skills with ability to engage the C-level and senior management in business and IT independently.
  • Excellent presentations skills and proficiency with standard office productivity software for writing contracts, analyzing data and creating presentations.
  • Broad understanding of and familiarity 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 but not limited to SFDC, MS O365, workday etc.
  • Experience working in Cloud platforms.
  • Motivated self – starter and team player with ability to work independently in a consensus driven environment.

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

If you need a reasonable accommodation to apply for a job at Hitachi, please send the nature of request and contact information to [email protected] Queries other than accommodation requests will not be responded to.

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