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CSS Area Manager Italy

Location: Rome Italy
Job ID: 1018683HV
Date Posted: May 12, 2022
Segment: IT
Business Unit: Hitachi Vantara
Company Name: Hitachi Vantara Corporation
Profession (Job Category): CS&S

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CS&S Area Manager Italy



Meet our Team

Work individually or as part of a team to provide technical support, account co-ordination, problem determination assistance and installation support to Hitachi Vantara Customer base and Sales/SE organization.

What you'll be doing

• Drive regionally defined CS&S governance model across the service area to ensure service quality and customer satisfaction delivered by Hitachi CS&S
• Own monthly Country Service Delivery reviews with responsible Regional Service Manager to ensure agreed KPIs are being achieved and that Service Improvement Plans (SIP) are put in place where necessary
• Responsibility for achieving country CS&S KPIs
• Monitor and respond to output of Customer Satisfaction Survey results
• Develop direct relationship with sales management and key customers
• Participate in the development and submission of the CS&S AOP for the service area
• Measure CS&S monthly achievement against AOP and highlight any areas of concern.
• Work with F&A, Operations and Services Infrastructure departments to maximise billings.
• Identify and promote new CS&S service opportunities to grow CS&S revenues.
• Identify areas of revenue 'leakage' and instigate plans to maximise revenue from each contract.
• Providing approval for CS&S maintenance discounts within agreed level of authority.
• Manage CS&S field support organisation in multiple countries to ensure quality service can be achieved.
• Ensure appropriate Technical and management escalation procedures are in place and effectively used. Monitor high severity issues and drive the communication with account team and GSC.
• Participate in Regional Duty Manager rotation schedule
• Interlock with EDC Logistic, GSC Support and PS services organisations for complex problem resolution above local CSS knowledge level.
• Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers
• Responsible for resources management, planning and allocation either Hitachi CEs or ISPs
• Responsible for local Standby rotation schedule
• Responsible for ensuring the CS&S team are ready to provide service on new products, identify and drive training, certification and skills development for CSS team
• Responsible for ensuring the CS&S team are adopting new service techniques, and aligned with CSS best practices for tools and process
• Continuously monitor CS&S efficiency and identify ways to improve.
• Coordinate with CS&S Partner Manager to ensure optimal usage of ISPs in the service area
• Review use of tools for call handling, diagnostics and support, communication
• Work closely with EMEA CSS Strategy teams to implement Efficiency improvement projects.
• Support the resolution of both complex solution-oriented incidents and product faults
• Act as Incident Manager for the resolution of problems relating to Customers
• Initial assessment of the incident and identification of the technical skills required to resolve the incident
• When necessary, escalation to support groups and Senior Management
• Preparation of regular incident status updates
• 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
• Ensure a high level of customer and Hitachi account team satisfaction
• Conduct internal and customer incident review meetings, as required
• Liaise directly with the customer's incident manager and ensure effective engagement with the customer's incident management process
• Close interaction: Country Managers, Regional Services Director, PS Manager, CSS Partner Manager, local account teams.

What you bring to the team

• A minimum of 10 years IT Industry experience, with five years minimum service management experience in enterprise level service and customers
• A track record of success, building or leading a superior maintenance organisation of a similar size
• Organizational knowledge and sensitivity to matrix management environment
• Experience in working with partners
• Experience in managing remote teams

Competencies
• Strong commercial and contractual acumen
• A proven negotiator who can resolve commercial issues and achieve a "win/win" with both colleagues and customers
• Highly proficient and knowledgeable on the systems and processes required to manage a services business
• Excellent skills in the leadership, management and development of people, to ensure high quality and motivated staff
• Willingness to accept responsibility and ownership
• Native level Italian and proficient in written and spoken business English
• Well organised, adaptable and a clear thinker
• Broad understanding of storage solutions and associated IT issues
• Innovative, actively looking for solutions to problems, and a catalyst for change
• ITIL service management, 6 Sigma, continuous improvement methods to be considered
• Strong ethics

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.

Our Values
We strive to create an inclusive environment for all and are open to considering home working, compressed/flexible hours, and part-time arrangements. Get in touch with us to explore how we might be able to accommodate your specific needs.
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. With Japanese roots going back over 100 years, our culture is founded on the values of our parent company expressed as the Hitachi Spirit:
Wa - Harmony, Trust, Respect
Makoto - Sincerity, Fairness, Honesty, Integrity
Kaitakusha-Seishin - Pioneering Spirit, Challenge
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