Job ref no.: CT3119337-01#7471

Client Director

Hitachi Vantara

Job Purpose

The role of the Managed Services (MS) Client Director resides in the functional area of Post-sales services. The Client Director is responsible for the ownership of Hitachi Vantara Managed Services engagements in ANZ from a Global Solution Services delivery perspective, working closely with account teams and senior level customers to ensure Hitachi Vantara adheres to contract requirements and deliverables while achieving high CSAT metrics.

The Client Director will ensure that Hitachi Vantara service delivery remains in program budget, and will identify areas of cost saving, continual service improvement and new business opportunities within the account. Ensuring that our charge back reporting is timely and accurate to recognize monthly Hitachi Vantara revenue attainment.

Owns the governance structure between Hitachi Vantara and customer(s) with clearly defined and documented areas of responsibility.

Builds superior relationships with customer and Hitachi Vantara senior management based on mutual respect and trust. Participates in Steering committee meetings at Director level and maintain oversight of all local service review meetings.

Liaise with Global Managed Services team for continuity of service and new service development.

Provide an effective management interface for Service Delivery Managers, Project Managers, staff, partners

and suppliers.

Responsible for Service Delivery Excellence in a 7x24x365 operations environment. The Service Delivery Management will report to this role.

Responsibilities

  • Establish and agree to 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 organisational 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
  • residency and remote delivery capability. Liaise with GSS 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, for primary or new businessreview all expressed customer requirements (including written
  • documents, verbal communications and reasonable expectations). Integrate these into a single programme plan,
  • resolving any discrepancies 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, are well-defined and within best practices
    • Ensure that a full risk assessment is undertaken 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
    • Working with Hitachi Managed Services teams, to set and agree task objectives for the Hitachi staff, monitor their
  • performance against these, coach them and develop their skills, and assist in appraisals at project completion milestones
    • Ensure that Hitachi Finance has the appropriate information to invoice the customer timely and accurately and that
  • associated bills are paid appropriately
    • Communicate with Resourcing Manager to ensure all projects are recorded and managed using the Hitachi PSA software
  • – Changepoint – 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
  • Folders need to be retained according to published standards to satisfy audits
    • 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
    • Skills development
    • Continually develop personal skills and experience
    • Maintain up to date knowledge of all core Hitachi Vantara products and services
    • Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation
  • Responsible for ensuring that Hitachi Vantara service delivery remains within budget, for identifying areas of cost saving in service delivery. Ensures that our charge-back reporting is timely and accurate to recognize monthly Hitachi Vantara revenue attainment.
  • Expected to drive continual service improvement in accounts.
  • Supports the development of new business opportunities within managed services accounts.
  • Builds superior relationships will customer and Hitachi Vantara senior level management based on mutual respect and trust.
  • Participates in Steering committee meetings at Director level and maintains oversight of all local service review meetings.
  • Liaise with Global Managed Services team for continuity of service and new service development.
  • Responsible for Service Delivery Excellence in a 7x24x365 operations environment. The Service Delivery Management will report to this role.

 

 

Qualifications:

  • 5+ years of customer-facing experience consulting on enterprise-class applications
  • 3+ years performing capacity planning, performance analysis and development of data disaster recovery plans
  • 3+ years with Hitachi SAN Storage and software, others may include IBM, EMC, HP, NetApp etc.
  • Certification or in-depth experience in SAN and or NAS storage design
  • Certification or in-depth experience in Hitachi Vantara SAN and or NAS components
  • Experience with applications and databases desirable
  • Experience in operating systems administration across UNIX and Windows required. Mainframe is desirable
  • Experience in virtual platform technology e.g. VMWare
  • Experience with network design
  • Good knowledge of ITIL and working within the framework

Competencies

  • Demonstrate working proficiency in SAN fabric management (ISLs, utilization, zoning, masking, etc.)
  • Knowledge with the following SAN hardware and software for Cisco, Brocade and/or other fabric architectures
  • Able to communicate clearly with peers, as well as management, suppliers and Customer
  • Self-driven and resourceful to achieve goals independently as well as work well in groups
  • Flexibility to adjust to changing requirements, schedules and priorities
  • The ability to socialise ideas, make recommendations and gather team consensus to move forward
  • Excellent communication, writing, meeting facilitation skills


We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Interested parties, please apply with full resume by clicking Apply Now.

 

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More job information
Job ref no. CT3119337-01#7471
Salary
  • N/A
Job Function
Industry
Experience
  • 5 years - 8 years
Career Level
  • Senior management level
Education
  • Degree