Service Delivery Manager

Job title: Service Delivery Manager

Job description: We’re Hitachi Vantara, a global infrastructure business. Our people are the force of meaningful progress. We enable the incredible with data – from taking theme park fans on magical rides, conserving natural resources, protecting rainforests to saving lives. We empower businesses to automate, optimize and advance innovation. Together, we create a sustainable future for all.

Imagine the sheer breadth of talent it takes to inspire he future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally important to us.

*US or Canada residency and work authorization required.

Meet The Team

Hitachi Vantara, a wholly-owned subsidiary of Hitachi, Ltd., guides our customers from what’s now to what’s next by solving their digital challenges. Working alongside each customer, we apply our unmatched industrial and digital capabilities to their data and applications to benefit both business and society. More than 80% of the Fortune 100 trust Hitachi Vantara to help them develop new revenue streams, unlock competitive advantages, lower costs, enhance customer experiences, and deliver social and environmental value.

What You Will Be Doing

The Service Delivery Manager (SDM) is responsible for the operational service delivery and the day-to day relationship for the assigned customer account. Responsibilities include 24×7 IT operation support using an ITIL framework, strategic planning, architecture design and implementation, customer meetings, project 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 appraising performance of personnel.

Responsibilities:

• Primary responsibility of IT Operations for the assigned account(s) on a daily basis
• Provide weekly and monthly operations meetings and reports with the customer and Hitachi.
• Provide monthly governance meetings and reports with the customer and Hitachi.
• 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 policies, procedures and SLA requirements for the assigned account(s).
• Primary accountability for delivery within the boundaries of the P&L, while ensuring Service Levels are met including capacity management (logistics, planning and execution) and performance management.
• Ensure that Hitachi 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 is responsible.
• Coach, mentor and develop staff including providing career development and training plans.
• Reports to the Client Director and supports the Client Director in furthering the relationship the customer
• Owns the creation, establishment and maintenance of IT policies, procedures and practices using ITIL framework to efficiently manage the storage infrastructure
• Insuring compliance with established policies, procedures and practices defined by Hitachi for managing the infrastructure
• Analyzing and reporting actual to contracted SLA performance levels
• Identifying, managing and reporting continuous improvement initiatives within the account.

What You Will Bring To The Team:

• Minimum of 8-10 years of Delivery Management and/or IT Operations Management experience in the IT industry.
• Proficient with hardware, software and operating systems found in enterprise environments.
• Possesses strong Hitachi Storage, Compute and Infrastructure product knowledge.
• Possess general understanding of IT Infrastructure, ITIL framework and ITSM.
• Strong understanding of multiple business environments.
• Prior experience leading, motivate and direct a delivery team.
• Ability to prioritize projects and deliverables.
• Excellent communication and organizational skills
• Bachelor’s Degree or equivalent in IT Management or other related technology fields of study.
• ITIL & PMP Certification – strongly preferred.

As required by the equal pay and transparency acts, the expected base salary for this position is: $120K – $130K. The expected on target earnings for this position is: OTE Services Plans – $150K – $163K

The expected pay is determined based on a variety of factors including, but not limited to, depth of experience in the practice area. This position is also eligible to participate in Hitachi Vantara’s bonus/variable pay programs, and are subject to the program’s conditions and restrictions.

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 flexible 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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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 want to help you take care of your today and tomorrow – at home and at work. Which is why we offer industry-leading benefits that go far beyond compensation. That means support, services, and resources that also take care of your holistic health and wellbeing. We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. 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 also champions of life balance and offer flexible arrangements that work for you (role and location dependent).

About us

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.

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.

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