Service Delivery Manager (38673)

Our Company

Hitachi Vantara is part of the Global Hitachi family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what's now to what's next by unlocking the value of their data and applications to solve their digital challenges, achieving outcomes that benefit both business and society.

Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. Diversity of thought is welcomed and our employee base is represented by several active Employee Resource Group communities. We offer industry leading benefits packages (flexible working, generous pension and private healthcare) and promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we'd love to hear from you.

Must Have Skills

• A bachelor's degree.
• 10+ years' experience in Implementing, Support ERP Applications
• 5- 7 years' Experience as Project Manager/ SDM
• Experience in customer service, Project Management, Delivery Management
• PMP / ITIL certification would be advantageous
• Good Verbal and Written communication
• Experience in Implementation and Supporting ERP Application - SAP
• Hands on experience in ticketing systems and support customers and service.
• Experience quality control skills.
• Good resource planning skills.
• Excellent leadership and customer service skills.
• Strong teamwork skills and attention to detail.
• Should have experience in at least 2 End-to-End Implementations.
• Should possess integration knowledge of SAP Module and Functionalities

Roles & Responsibilities

• Operational ability in a diverse, large-scale environment to provide support services
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
• Managing finances and budgets of the engagement - updating internal Revenue system, time management systems, project status updates etc.
• Weekly, Fortnightly, Monthly and Steering Comm meetings preparation and conducting with customer on the systems/ services provided to customer.
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using your creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

We are proud to say we are an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.