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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 24x7 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.

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