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

Location: Zurich Switzerland
Job ID: 1011423HV
Date Posted: Jul 9, 2021
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): Sales, Marketing & Product Management

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The Company

Hitachi Vantara, a wholly owned subsidiary of Hitachi, Ltd., helps data-driven leaders use the value in their data to innovate intelligently and reach outcomes that matter for business and society - what we call a double bottom line. Only Hitachi Vantara combines 100+ years of experience in operational technology (OT) and 60+ years in IT to unlock the power of data from your business, your people and your machines. We help enterprises store, enrich, activate and monetize data for better customer experiences, new revenue streams and lower business costs

Job Purpose

Primary responsibility for the Operational Service Delivery and SLA attainment at assigned Managed Cloud Services ("MCS") customer(s).

• Work closely with the Client Director and relevant internal functions within Hitachi Vantara ("Hitachi") (CS-S, GSC, GSS, SOC, Sales account teams and MCS Business Unit) to ensure all resources are assigned and effectively utilised
• Act as the operational Management contact and escalation point in relation to delivery of all MCS Services at assigned Customer site(s)
• Work closely with the Client Director as well as other Hitachi departments (i.e. Finance/Business Ops) and Customer to ensure effective delivery - implementation of additional infrastructure, software and services
• Work closely with the Client Director as well as other Hitachi departments (i.e. CS-S, GSS and Finance/Business Ops) and Customer to ensure accurate and effective delivery of all contracted SLAs and development of a continuous Service Improvement Plan
• Be an active member of the MCS governance team and attend regular meetings with customer as laid down under the Governance Schedule
• Provide full Service and Management reporting information to Hitachi and Customer as defined/requested and liaising with SOC to ensure timely and accurate delivery of SOC Performance and Chargeback reporting

Principal Accountabilities

A. 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 Client Director and Customer to ensure timely delivery of solutions and services as required to fulfil Hitachi's 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's standard methodology and Customer procedures;
o Ensuring change control is completed in a systemic and organised manner and all Hitachi Service personnel understand any specific requirements
• Work with Hitachi internal groups (i.e. CS-S engineers and ASM) to ensure that all incidents relating to MCS 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 to the Hitachi account team 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.

B. Incident Management

• Support the timely resolution of both complex and solution-oriented incidents and product faults
• Act as Incident Manager for the resolution of problems relating to designated MCS Customers
o Initial assessment of the incident and identification of the technical skills required to resolve the incident
o When necessary, escalation to Support groups and Senior Management
o When appropriate, completion of an incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken
• For nominated accounts, act as the first point of contact for incidents raised
• 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


Technical Competencies

• ITIL Services Management, ISO 9002 (Process Management), ISEC 20000 (ITIL Compliance), ISO 27001 (Risk), BS1500 (Data sampling), BS7799, ISO 9000/2 Quality Auditor
• Hitachi Order Management Procedures
• Customer IT-Services Agreement Schedules
• Hitachi MCS Service Catalogue
• Hitachi Unified Computing Platform
• TCP/IP Principles - Application Layer, Transport Layer, Internet Layer, Link Layer
• OSI Model Principles - Application Layer, Presentation Layer, Session Layer, Transport Layer, Network Layer, Data Link Layer, Physical Layer
• Cluster Technologies - NLB, Cluster, Mirroring

• SAN and NAS Technologies from 3rd party Storage vendors (IBM, EMC, HP and Netapp)
• Hitachi Block Technologies
• Hitachi File - Content Technologies
• Brocade and Cisco Fabric Technologies

Required Experiences

• Infrastructure Management Services
• Service Delivery Management experience for a Shared Information Technology Outsource Service
• Operational management of OPEX - CAPEX Budget of $xm+ 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
• Service Transitions and/or Exits from/to a Shared Information Technology Outsource Service
• Change Management/Service Acceptance Program Implementation within a multiple-customer Information Technology Outsource Service Provision
• Definition Service Cost Models - Unit Pricing Modelling
• 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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