Service Delivery Manager

il y a 4 semaines

Paris, Île-de-France Hitachi Vantara Corporation Temps plein
Job Description

We are seeking a highly skilled Service Delivery Manager to join our team at Hitachi Solutions Europe. As a Service Delivery Manager, you will be responsible for leading and engaging key client stakeholders to establish a trusted advisor relationship with business decision makers. You will also lead response for pre-sales engagements to capture customer requirements with the support of the Sales owner. Additionally, you will present to potential new and existing customers to promote our service offerings and the business benefits they provide.

Key Responsibilities:
  • Lead and engage key client stakeholders to establish a trusted advisor relationship with business decision makers.
  • Lead response for pre-sales engagements to capture customer requirements with the support of the Sales owner.
  • Present to potential new and existing customers to promote our service offerings and the business benefits they provide.
  • Conduct workshops covering service design, process management and operational readiness.
  • Create Work Orders defining the services Hitachi will deliver.
  • Manage client contracts and engagement against Work Order obligations.
  • Operational accountability for own customer's service delivery performance, producing service reports, creating and maintaining service delivery plans, implementing and tracking customer CSI activities.
  • Commercial responsibility for own customers, engaging in contract negotiations, managing customer's pre-pay allocations, forecasting, draw down and invoicing, margin tracking and profitability reporting.
  • Provide accurate feedback and reporting to senior management on the performance of service delivery against contractual, commercial and operational KPIs.
  • Build strong relationships with Hitachi team members and stakeholders to facilitate effective communication between internal Hitachi departments.
  • Assess and analyse financial service performance to ensure customer contract renewals are priced correctly.
  • Ensure the successful transition of clients into service through Service Readiness.
  • Maintain high customer satisfaction ratings.
  • Mentor and manage junior SDM team members, providing leadership and escalation support.

Qualifications:
  • A passion for Service Delivery, Customer satisfaction and Solution Adoption.
  • Commercial awareness and experience of engaging and capturing customer requirements from a pre-sales engagement.
  • 5 years + in the role of Service Delivery Manager/Customer Success Manager/Account Manager.
  • The ability to build relationships through exceptional customer facing skills/people management/strong communication skills.
  • Knowledge of ITIL Framework or knowledge of Project Management (Certification preferred).
  • Experience of managing service delivery for Dynamics 365 or other cloud-based business applications (preferred).
  • Understanding of CRM, ERP and productivity applications.

Application Process:
  • CV to be written in English.
  • 1st interview stage with Head of Service Delivery & Head of Service Strategy (in English).
  • 2nd interview with the Head of Lifetime Services & Head of Sales (in English).
  • 3rd interview Face-to-Face with Hitachi Solutions France General Manager (in French).

Diversity and Inclusion at Hitachi Solutions
Diversity is the wellspring of our innovation and our growth engine, and we believe that creativity is fuelled by diversity. To be truly user centric, we need to ensure that the teams developing products and services are representative of the communities they serve. Our collective success is achieved by fostering and respecting our employees' and customers' individualities coming together as One Team. Hitachi strives to create an environment not only where genders, races, cultures, sexual orientations, and identities can work together, but where the beliefs and views of those participating feel equally represented.

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