Managed Services Client Director

Location: Florida

Function: Services
Requisition ID: 1027582

*US 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 Client Director (CD) is responsible for the ownership of Hitachi Vantara MS contract(s) from a Global Solution Services delivery perspective, working closely with the account team and senior level customers to ensure Hitachi Vantara adheres to deliverables and the requirements of the contract and that customer satisfaction is achieved and maintained. Responsible for ensuring that Hitachi Vantara customer experience and service delivery is the industry best. All while, meeting service levels, driving program revenue and profitability.

Primary Responsibilities:

• Establishing a governance structure between Hitachi Vantara and customer(s) with clearly defined and documented areas of responsibility.
• Create superior relationships between customer and Hitachi Vantara senior level management based on mutual respect and trust. Participate in Steering committee meetings at Director level and maintain oversight of all local service review meetings.
• Liaise with GS Managed Services team for continuity of service and new service development.
• Responsible for detailed project definition and management (working with the MS Solution Team and/or account team) using the approved project management tools and methodology. To undertake full program management responsibilities for one or more solutions and services projects, including complex projects with multiple sub-projects, providing an effective management interface to both the Project Managers and staff and partners or suppliers. Ensure the project is seen as a success for all parties of the project(s).
• Responsible for Service Delivery Excellence in a 7x24x365 operations environment. Service Delivery Management will report to this role.
• Establish and agree the management process for each assigned project ensuring they are aligned with the overall governance process and in line with Hitachi standards and practices
• Establish the Hitachi organizational structure within the defined management process for the Hitachi activities and contribution, take ownership of the Hitachi delivery team and ensure that service is delivered and maintained utilizing both on and offshore delivery capability. Liaise with GS Managed Services team to ensure that the appropriate mix of skills and experience is maintained for all stages of the engagement
• During the proposal phase, review all expressed customer requirements (including written documents, verbal communications and reasonable expectations). Integrate these into a single program plan, resolving any anomalies at either proposal or project initiation stages
• Ensure that the program definition and program plan are complete in that all deliverables, completion criteria, key dates, milestones, effort and cost plans, and so on, are well-defined and assured, in line with standard Hitachi practice
• Ensure that a full risk assessment is undertaken, a risk register is created and the risks are actively managed throughout. Develop and manage contingency plans as required
• Drive the project execution process to achieve the defined scope and deliverables to the dates and milestones set and agreed in the plan and contract. Control out-of-scope requests and initiate corrective action either to bring back into scope or to negotiate contract extension
• Operate tight controls to monitor and report on progress, specifically recording all costs and effort expended on the project, and relate these to the project plan ensuring that the set and agreed profit objectives for the project are achieved
• Report progress to both the customer and Hitachi line management, ensuring a sound, comprehensive status is reported and all issues, risks and exposure are highlighted in a timely and effective manner
• Provide team leadership to all project participants, and ensure that a sense of common purpose is developed, and effective relationships exist between all parties, such that excellent project morale is developed and maintained
• Overall, ensure that all completion milestones are achieved, obtaining customer sign-off and acceptance certification
• Manage or participate in any post project reviews, and feedback lessons learned as part of Hitachi process improvement
• Ensure that Hitachi Finance has the appropriate information to invoice the customer timely and accurately and that associated bills are paid appropriately
• Ensure that the Hitachi Vantara brand value is enhanced through maintaining high customer satisfaction throughout the project and, where customer policy allows, that the customer can be referenced for the service delivered
• Communicate with Resourcing Manager to ensure all projects are recorded and managed– including project definition, deliverables, time, expense and third-party costs. Ensure budgeted and planned hours are maintained accurately and project time, expense and invoice approvals are dealt with in a timely manner.
• Ensure Hitachi quality standards are met by maintaining a high standard of professionalism at all times and ensuring high customer satisfaction
• Identify opportunities for improving project processes, whether internal or external to Hitachi, and initiate actions using the appropriate improvement process
• Understand and adhere to the processes and responsibilities defined by the territory quality management system
• Comply with all published Hitachi policies and guidelines
• Maintain up to date knowledge of all core Hitachi products and services

What You Will Bring To The Team

• Minimum of 10 years of experience leading large IT Services programs
• Prior Service Delivery experience.
• Proficient with hardware, software and operating systems found in enterprise environments.
• Possesses strong Hitachi and General Infrastructure knowledge.
• Possess general understanding of IT Infrastructure and ITSM.
• Strong Understanding of multiple business environments.
• Prior experience leading, motivating and directing a delivery team.
• Ability to prioritize projects and deliverables.
• Excellent Communication and organizational skills
• Bachelors 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 - $140K. The expected on target earnings for this position is: OTE Services Plans – $145K - $168K

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.

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