Service Delivery Manager

Hitachi Solutions Europe is a global Digital, Data and Technology consultancy, Microsoft Gold partner and Cloud Services partner, specialising in end-to-end transformation.

As a global consultancy firm working across the private and public sectors, we specialise in Dynamics 365 Business Applications, Power Platform, including Azure, Application Modernisation and Data & Analytics.

Our highly skilled team help drive improvements, creating efficiency and growth within organisations. We are committed to Microsoft technologies, with a mission to revolutionise modern businesses. To achieve this we employ the best, most dedicated talent to deliver outstanding technology solutions to both our local and global clients.

Hitachi Solutions offers competitive compensation packages (incl. bonuses) and benefits plans. Work/Life balance is an essential part of our culture, and all our employees are home workers, although you will be expected to come into our or customer’s offices from time to time. We operate a comprehensive career development programme that includes mentoring and training plans to ensure that you will continue to grow and develop your career at Hitachi.

We are growing our Service Delivery team in France and looking for a Service Delivery Manager to join us on our exciting journey and be part of the Hitachi Solutions family.

We are looking for someone who:

• Has a passion for Service Delivery and Dynamics 365 solution adoption.
• Is passionate about customer satisfaction and continuous service delivery improvements.
• Drives customer growth by understanding your customers' needs and delivering excellent customer service to ensure retention.
• Is an advocate for the Hitachi brand.
• Has an ability to work with all internal teams and Hitachi departments to enhance customer processes and relationships.

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. Adhere to the Hitachi contract review and approval process.
• 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, and 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.

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 customer’s 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.

If you are interested and want to know more about this opportunity, apply directly and have a chat with us.

#J-18808-Ljbffr

Location: Paris, FR

Posted Date: 11/12/2024