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Director - Program Manager - Professional Services
Hitachi Data Systems
Santa Clara, CA, United States
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Description
Hitachi Vantara combines technology, intellectual property and industry knowledge to deliver data-managing solutions that help enterprises improve their customers’ experiences, develop new revenue streams, and lower the costs of business. Hitachi Vantara elevates your innovation advantage by combining IT, operational technology (OT) and domain expertise. Come join our team and our employee-focused culture, and help drive our customers’ data to meaningful customer outcomes.
The Role
The GS Ops BU director role is a focal point of engagement for the Services BU’s into the Global Services Operations practices and shared services functions. The GS Ops BU director will represent the needs of the BU within GS Ops, they will have the responsibility and accountability to adjust the centralized service functions to meet the BU’s requirements. The GS Ops BU director will lead change by providing program management and operational leadership for the BU and through being part of the GS Ops leadership team they will ensure consistency and alignment is driven across all services BU’s. The GS Ops BU director will work with the BU leads to define KPI's and targets for the BU and drive regular service reviews meetings to track and measure performance. The GS Ops BU director will work with the respective BU leadership and GS Ops BU Directors to develop operational strategy that aligns to both industry best practice and the future direction of HV.
Responsibilities
• Will assume the responsibility to be the primary interface for the BU into the GS Ops practices and shared services functions to enable the requirements of the BU to be fully represented.
• Will work within a team of cross services GS Ops BU directors to ensure that Global processes, workflows and business tools are aligned across all the Services BU’s to maximize HV delivery value
• Will work with the BU leadership to define, coordinate and lead strategic operational transformation programs for the BU to deliver agreed outcomes.
• Will be responsible to support the BU in the definition, implementation and adoption of globally consistent processes and best practices.
• Fulfil the role of the Global Operational Lead (SME) for the BU providing support and guidance on all operational aspects of BU service delivery.
• Will Initiate programs, activities or management interventions wherever significant service gaps are identified, or issues arise in the BU.
• Will work with BU leads to develop a set of agreed operational KPI's and targets for the BU and will drive regular global operational service reviews to track progress.
• When required will provide operational SME representation for the BU in engagements with other corporate functions that may require support or guidance.
• Performs research and analysis into industry trends and presents recommendations on future strategy into the BU leadership for consideration review.
• Ensures that BU and GS Ops leadership informed of and current or future operational issues that may have an impact service quality or costs.
• Will coordinate and drive regular updates to the BU on key corporate programs and updates from the other services BU’s or functions.
• Will be a focal point for corporate functions requiring operational SME support to coordinate service data collection or audits relating to the Services BU.
Qualifications
• Business or college degree required
• Minimum of 7-10 years Program Manager experience and leading a team of Project/Program Managers
• Service-oriented, customer-focused, hands-on leader with broad-based business acumen, strategic insight, sound judgment
• Conflict management – able to remain calm under pressure and able to diffuse difficult situations by effectively managing customer expectations.
• Successful track record managing, developing, and recruiting a strong team.
• Desire for achieving excellence in customer satisfaction, support and service delivery and a deep understanding of how service offerings influence customer success.
• Ability to lead and mentor a team to grow and excel.
• Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.
• Strong and effective verbal, written, presentation and interpersonal communication skills.
• Excellent problem-solving skills driving to “win-win” solutions.
• Work with others collaboratively, requires the ability to “change the thinking” and “gain acceptance” of others in sensitive situations.
• Demonstrates critical thinking skills, assimilates new information rapidly and thinks strategically.
All qualified applicants will receive consideration for employment without regard to race, color, religion, place of origin, ethnic origin, national origin, ancestry, age, sex, sexual orientation, gender identity, transgender status, genetic information, mental or physical disability, marital status, pregnancy, veteran status, or any other characteristic protected by applicable national, state, or local law.