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Service Delivery Manager

Location: London, POST-LON, United Kingdom
Job ID: R0007702
Date Posted: May 22, 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 Delivery Manager

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.

Hitachi is a major player in the world of mobility, especially in the rail sector where we provide both trains and infrastructure solutions to operators throughout the world.  We are also a leader in digital innovation, through our global R&D teams and our advanced operational and digital technologies.  Combining both of these, Hitachi has set up a digital accelerator in the heart of our Mobility Business Unit to drive innovation in areas such as Mobility-as-a-Service, customer experience, maintenance and decarbonisation.   

Role Overview

Hitachi Europe is seeking a Service Delivery Manager to deliver exciting digital innovation projects within the rail industry, with the aim of delivering organic growth and new revenue streams for Hitachi.

The Service Delivery Manager will manage the entire operations lifecycle of accounts from mobilisation to day-to-day service delivery and will be responsible for delivering services to agreed scope, time and budget.


  • Take end to end responsibility and accountability of delivering services for large account (TCV > £20 million) or multiple small accounts (TCV<£1million)
  • Own mobilisation activities and oversee the first 90-day plan
  • Working with Sales and proposition team to grow existing account and support bid activities
  • Ensure that all solutions (Hardware and Software) are implemented as per agreements
  • Resolve any account issues or escalation
  • Ensure that all service SLA’s and contractual obligation incl. health and safety are fulfilled
  • Own and manage account P&L
  • Ensure smooth communication with internal and external stakeholders
  • Ensure uninterrupted service management
  • Maintain relationship with suppliers for warranty and maintenance
  • Have full understanding and input into service designs, including final sign off (alongside the lines of service)
  • Involvement and approval for Operational Acceptance
  • Stakeholder management
  • Potential to manage a team of SDMs
  • To grow client relationships to allow a full understanding of the client needs and future road maps
  • To own and drive continual service improvement
  • Have a full end to end understanding of the technical services and infrastructure
  • Work with service management functions (MIM, Problem Change) and full own the service delivery
  • Act as a single point of contact for the client

Skills & Experience

  • Proven track record of managing large accounts or multiple accounts, preferably in mobility or transport industry
  • Considerable experience working as a programme/project manager (Non–IT)
  • Prior experience in working in the UK
  • An understanding of engineering and construction business
  • Good IT skills
  • Critical thinker
  • Proven track record of negotiation with clients and overseeing multiple workstreams
  • Ability to influence senior stakeholders including customers
  • Broader understanding of account management, commercial and operations delivery model
  • Good understanding of commercial and risk
  • Strong communication skills are essential
  • UK Driving License

Benefits Package

Company Funded Benefits

Along with a market competitive salary and discretionary bonus scheme, employees have the option to work flexibly in line with our hybrid working model and we would be happy to discuss this with you during the hiring process.

  • Generous holiday entitlement - with the option to buy up to an additional 5 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
  • Dining card

Along with a market competitive salary and discretionary bonus scheme, employees have the option to work flexibly in line with our hybrid working model and we would be happy to discuss this with you during the hiring process.

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