We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.
If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.
The Team
Hitachi Vantara, a wholly owned subsidiary of Hitachi Ltd., delivers intelligent data platforms, infrastructure systems, and digital expertise that support more than 80% of the Fortune 100. Learn how Hitachi Vantara turns businesses from data-rich to data-driven through agile digital processes, products, and experiences.
What You Will Be Doing
We are looking for an experienced Service Delivery Program Manager who will oversee the seamless delivery of services to clients, ensuring high quality, timely execution, and customer satisfaction. This role involves managing project teams, monitoring performance against key metrics, resolving issues, and maintaining strong client relationships as the primary point of contact for service-related matters. The ideal candidate will lead teams to identify areas for improvement and implement changes to optimize service delivery.
Responsibilities:
• Build and maintain strong relationships with clients, understanding their needs and proactively addressing concerns.
• Monitor and manage the entire service delivery process, ensuring adherence to service level agreements (SLAs) and quality standards.
• Define key performance indicators (KPIs), track service delivery metrics, and analyze data to identify areas for improvement.
• Manage escalations, identify root causes of service issues, and implement solutions to resolve problems promptly.
• Lead and motivate project teams, assigning tasks and ensuring efficient collaboration to meet deadlines.
• Prepare and present regular reports on service delivery performance to stakeholders, including client updates and key insights.
• Identify opportunities to optimize service delivery processes, implement best practices, and drive continuous improvement initiatives.
• Monitor service delivery budgets, ensuring cost-effective operations and managing expenses within allocated funds.
• Focus on Customer Success: Develop and implement strategies to enhance customer satisfaction and retention, ensuring clients achieve their desired outcomes with our services.
• Quality Assurance: Establish quality assurance protocols to maintain high standards in service delivery, ensuring that all client interactions and deliverables meet or exceed expectations.
What You Will Bring To The Team
(Must Have):
• Knowledge of all Hitachi Vantara products to field potential questions from stakeholders and internal teams.
• Strong customer service orientation and ability to build rapport with clients.
• Proven experience in managing project teams and delivering services on time and within budget.
• Excellent analytical skills to interpret data and identify trends for performance improvement.
• Strong communication and presentation skills to effectively communicate with clients and stakeholders.
• Technical knowledge of the industry and relevant service delivery processes.
• Leadership skills to motivate and manage teams.
• Problem-solving and decision-making abilities to address service challenges.
Desired Skills:
• Experience with all phases of the systems development life cycle (SDLC) using agile methodologies.
• Customer Success Expertise: Experience in customer success strategies and tools to drive client satisfaction.
• Quality Assurance Acumen: Experience in implementing quality assurance methodologies to ensure service excellence
We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.
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Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.