Service Delivery Manager

7 days ago

Raleigh, North Carolina, United States Hitachi Careers Full time

Description

General Information:

The Customer Service Mgmt. Specialist Professional is responsible for the operational service delivery and the day-to day relationship for the assigned customer accounts. Responsibilities include operational support using an service framework, strategic planning, service level agreement implementation, customer meetings, projects and program management, capacity planning and forecast, capital, operations and headcount forecast and budgeting, vendor management, audit compliance (SOX, PCI, etc.), requests for service (RFS), statements of work (SOW), standard quotes, along with planning, assigning and directing work, and accountable for overall service delivery.

Your Responsibilities:

  • Primary accountability for delivery within the boundaries of the contractual agreements, while ensuring Service Levels are met including capacity management (logistics, planning and execution) and performance management.
  • Ensure that Hitachi Energy meets or exceeds the SLAs and Contract Deliverables.
  • Accountable for the overall delivery team that handles the day-to-day operations of the infrastructure for which Hitachi Energy is responsible.
  • Conduct weekly and monthly service review meetings and review service performance reports with customer account team.
  • Conduct monthly governance meetings with internal operations team.
  • Act as the situation manager in the event of a critical incident for the assigned account(s).
  • Owns and ensures timely incident escalation occurs in accordance with established escalation matrix, policies, procedures, and SLA requirements for the assigned account(s).
  • Coordinate problem management process with technical leads and review root cause analysis reports for critical incidents to be provided to customers.
  • Analyzing and reporting actual to contracted SLA performance levels.
  • Review, track and report on SLA breach reports, service credits and service improvement plans.
  • Reports to the Customer Service Manager and leads and supports the service team in furthering the customer relationships.
  • Ensuring compliance with established policies, procedures, SLA's and practices defined by Hitachi Energy managing the infrastructure of the Projects assigned.
  • Own and champion Continual Service Improvement framework to achieve measurable improvements in customer experience, improve service quality, improve efficiency and lowered costs.
  • Evaluate and analyze KPI's and metrices to identify and propose opportunities for continual service improvement in all areas of the SLA's requirements under our responsibility.
  • Deploy continual service improvement programs to improve service strategy, service delivery, service transition and service operation, to align with business goals and objectives.
  • Ensure [projects assigned are designed to meet or exceed related SLAs and KPIs and implemented end-to-end.
  • Measure, monitor and refine service support delivery to ensure service excellence.
  • Leverage our CCC & COC tools to automate routine tasks and processes to achieve Hitachi Energy's mission.
  • Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your Background:

  • Minimum of 7 years combined experience in one or more of engineering, field service, project management or service delivery management.
  • Minimum 2-3 years in project or service delivery management with a strong background in Continuous Service Improvement.
  • Knowledge in Hitachi Energy Automation & Protection products, services, and Infrastructure.
  • Proficient with hardware, software and operating systems found in enterprise environments (experience in data storage domain preferred).
  • Possess strong understanding of Project SLA's & framework.
  • Strong understanding of multiple business environments.
  • Prior experience leading, motivating and directing a service delivery team.
  • Ability to prioritize projects and deliverables.
  • Excellent communication and organizational skills
  • Bachelor's Degree or equivalent in any engineering discipline
  • PMP Certification is strongly preferred.
  • Candidate must already have work authorization that would permit them to work for Hitachi Energy in the United States

Equal Opportunity Employer (EOE)-Females/Minorities/Protected Veterans/Individuals with Disabilities

Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by calling a Hitachi Energy HR Representative at or by sending an email to: us-pg- Resumes and applications will not be accepted in this manner.

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