Service Delivery Manager
- London, UK
Hitachi Solutions is a core IT Company of the Hitachi Group, which employs over 330,000 people worldwide. Headquartered in Tokyo, Japan, Hitachi Solutions' reach extends to group companies in Japan and abroad, working with a worldwide network of alliance partners. Through systems integration, we strive to provide ideal solutions and products to customers in a diverse set of countries and regions including Asia, North America and Europe. Using a portfolio of management consulting, implementation, and support services, we help our clients compete with the largest global enterprises leveraging powerful, affordable, and easy to use industry solutions built on Microsoft technologies. Our vision is to help you achieve your vision through superior products, prices, and people.
Hitachi Solutions is looking for a Service Delivery Manager to provide their allocated Managed Services clients with an effective, efficient and valued relationship with Hitachi Solutions. The SDM must ensure that both opportunities and threats to revenue are communicated within Hitachi and also contribute to the overall strategy, governance and development of Managed Services.
Other roles and responsibilities include the following:
Strong working relationship with named clients
Knowledge of client changing business needs / requirements and refer opportunities and threats to the Account Directors and Client Services Manager
Demand forecasting on Managed Services.
Client Change budget monitoring
The transition into service of any major Change, including Release and Deployment activities
Ensuring Managed Services are delivering both to contractual obligations and client satisfaction
Production, communication and maintenance of the Service Delivery Plan
Service reporting and client reviews
Internal projects / workstreams e.g. Process Ownership / CSI
Provide input on Continual Service Improvement of Managed Services and future developments of the ITSM toolset
Be an escalation point for both the client and Managed Services teams
Own and lead engagement on all Sev1 Incidents.
Manage and co-ordinate urgent and complicated support issues
Where needed, provide additional support to Sales, Project and Managed Service support teams
Proactively advising licence renewal/contract and call off information
Execute assigned responsibilities in a manner consistent with Hitachi Solution Europe Ltd’s Quality Management Policy.
ITIL Intermediate/Practitioner qualification preferred.
5+ years’ service delivery experience operating in a Service organisations
Experience of working with clients and third party suppliers
Strong exposure to ITIL best practice and Project Methodologies in a lead or support capacity
Whilst Hitachi Solutions is respectful of our employees work / life balance candidates should be prepared to undertake travel to client sites throughout the UK and internationally if required.
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