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Service Support Manager, Intelligent Fleet Decarbonisation

Location: London, POST-LON, United Kingdom
Job ID: R0005274
Date Posted: Jan 26, 2022
Segment: Others (Including Headquarters and R&D )
Business Unit: Hitachi Regional Headquarters
Company Name: Hitachi Europe Ltd.
Profession (Job Category): IT, Telecom & Internet
Job Type (Experience Level): Management
Job Schedule: Full time
Remote: No

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Service Support Manager, Intelligent Fleet Decarbonisation (IFD)

About Hitachi Social Innovation

Hitachi Social Innovation addresses the world’s most challenging social and environmental challenges. By focussing on more efficient usage of assets and systems, we extract value to reach outcomes that matter for business and society – what we call the double bottom line. Combining 100+ years of experience in operational technology (OT) and 60+ years in IT, we harness Hitachi’s broad capabilities in R&D to deliver cutting edge AI and IOT solutions in the core areas of transport, manufacturing and energy.

Role Overview

Hitachi Europe is in the process of scaling Intelligent Fleet Decarbonisation (IFD) venture and has multiple contracts in the pipeline that need to be delivered and managed across our decarbonisation business for fleet and commercial transport, including energy management.

We are looking for a Service Support Manager to join the IFD Operations Team. You will have a broad knowledge of Service Management spanning Incident Management, Problem Management, Service Desk, Service Relationship and Service Delivery, to work closely with our key clients.

Reporting to the IFD Service Delivery Manager, you will play a key role in resolving any service escalation concerns. As you will be working within a team environment and speaking to customers and key suppliers daily, your communication and customer service skills must be very strong.

Key Responsibilities:

  • Support the IFD Service Delivery Manager in developing and implementing service standards and procedures for IFD Operations
  • Support the setting up and maintenance of the Hitachi IFD Operations service desk
  • Maintain alignment with 3rd party service support and manage the escalation process
  • Support the improvement of quality of existing service products and develop new service products to expand the portfolio in line with global direction
  • Maintaining customer relationships and improving response and delivery times
  • Working with the IFD Service Deliver Manager to update service methods to improve overall efficiency
  • Manage prioritisation, escalation and resolution of support incidents to the development team
  • Present complex data in a visually engaging way, to drive strategic and operational decisions at senior management level.
  • Support the creation of operations manuals and training materials for customers
  • Work with all contractors to ensure that all service SLA’s and contractual obligations incl. health and safety are fulfilled
  • Ensure the ticketing and documentation process for all support incidents is adhered to
  • Co-ordinate on-site support services as required.

Skills & Experience

  • Proven commercial Service Management expertise
  • Good, broad knowledge of various Service Management disciplines / Service Towers - Incident, Problem & Change Management, Reporting, Service Desk, Service Relationship and Service Delivery.
  • ITIL certification
  • Previous experience in a large, complex environment
  • Excellent communication skills and proven ability to manage, liaise with and cultivate excellent working relationships with senior stakeholders
  • Proficient computer and math skills with a focus on complex databases and spreadsheets
  • Critical thinker
  • A broader understanding of account management, commercial and operations delivery model
  • UK Driving License
  • E-Mobility experience will be an advantage

Benefits Package

Company Funded Benefits

  • Market competitive salary and discretionary bonus scheme
  • Generous holiday entitlement - with the option to buy up to an additional 8 days per year
  • A Holiday Banking scheme allowing you to bank untaken holiday to use another year
  • Group Personal Pension
  • Private Medical Insurance with self-funded option to cover family members
  • Employee Assistance Programme available to all employees
  • Personal Accident Insurance

Voluntary Benefits (funded by employee) including;

  • Cycle to work scheme
  • Gym membership
  • Dental insurance with option to include dependent children
  • Health screening

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