售后实施经理岗位职责

专业服务经理/售后实施经理日立数据系统中国日立数据管理(中国)有限公司,HDS,日立北京,日立数据系统,日立数据系统中国,日立JobPurpose

ThepurposeofthisroleistoensureoptimalresourceallocationandutilisationoftheGlobalDeliveryresourcesbasedinanallocatedregion,whilstensuringtheseresourcesmaintainskillsetsandcapabilitiesthatfallinlinewiththetechnologyandcustomerdemandssuppliedbyHitachiVantara.

TherolefocusistoensuretheregioncontributestotheeffectivecommercialcontrolandavoidsunneccesaryburdenontheGlobalDeliverycostcentre.

Developmentandretentionofkeycapabiltiesisalsocriticaltothesuccessoftherole.

TheroleworksincolobarationwiththeDeliveryLead,DeliveryHeadsandotherRegionalResourceManagerswithintheregionstoensureabalancedapproachbetweenoptimalresourceallocationanddeliveryqualityandcustomersatisfaction.

TherolewillbeaccountabletotheDeliveryServiceOffice(DSO)Leadtoensurethatallresourceconformtoandutilisethebestpractices,policiesandprocessessetbytheDSOandthattheymeetthequalitylevelsexpected.

ThispositionreportstotheRegionalDeliveryLeadHV.

PrimaryJobResponsibilities

•Determinedeliveryforecastdemandsfortheregionandensurethelocalteamhassufficientskillpatternsandavailabilitytoaddressthesedemands

•WorkwithotherResourceManagersandGlobalOperationstoaddressspikesindeliveryforecastdemandsbyutilizingalternativeorcontingentworkers

•Maintainteamsize,skillsandcapabilitiestooptimallydeliveragainsttheservicedemandandforecastpipelines

•Showaconsideratepresencetotheresourceswithintheteam,helpingthemmaintainanappropriatecareerpathutilizingtheCareerBooksolutionprovidedbytheDeliveryServiceOfficeLead

•WorkinpartnershipwithTechnicalpracticesoncommunicatingskilldemandsandtrainingnecessities

•Ensureresourcesdeliversolutionstocustomersinlinewiththebestpractices,policiesandprocessessetbytheDeliveryServiceOfficeandthattheymeetthequalitystandardsexpected

•AddressdeliveryescalationraisedbytheRegionalDeliveryHead

•EnsureresourcemeettheutilizationtargetssetbytheGlobalDeliveryLeadandmanageanydiscrepanciestobringthembackinlinewiththesetargets

•Ensuringcostcenterviabilityonaregionallevel

•ProvideManagementInformationreportstoRegionalDeliveryLeadHVbasedontheteam’sperformanceagainstKPItargets

•ConductperformancereviewsfordirectreportsinlinewithHRpolicies

Qualifications

•Degreeorequivalentformaleducation

•Experienceofeffectiveresourcemanagementincustomerfacingandremoteservicesroles

•Abilitytothriveinachangingenvironment.Adoptingafast,flexibleandcooperativeworkstyle,withtheabilitytoreprioritizeatshortnotice

•Aprovennegotiatorwhocanresolvecommercialissuesandachievea“win/win”withbothcolleaguesandcustomersbytailoringinformation,insightsandargumentsfordifferentstakeholders

•ExperienceofcapturingandreportingperformanceManagementInformationanditspresentationtoseniormanagement

•Abilitytodevelopwell-structuredpresentationswithinformativeandwell-presentedinformationappropriateforthedesiredaudience

•CertificationinProgramandProjectManagementdisciplines

•Practical‘handson’experienceofInformationTechnologyprojects,withknowledgeofthetechniques,sensitivitiesandissuesthatariseandhowtoaddressthem

•CertificationinServiceDeliverydisciplines,suchasITIL

•Practical‘handson’experienceofServiceDeliverywithinManaged,ProfessionalandSupportServiceenvironments,withknowledgeofthetechniques,sensitivitiesandissuesthatariseandhowtoaddressthem

•ExperienceofworkingwithandengagingthirdpartiesandServicedeliverypartners

•Excellentwrittenandverbalcommunicationskills

•Organizedandstrongattentiontodetail

•Knowledgeofofficeprocesses,procedures,andtechnology

•Experienceofworkingwiththirdparty,servicedeliverypartners

•Experienceofmatrixmanagementofdiverseteamsinmultiplelocations

•Goodgraspofprinciplesoffinanceandaccounting

•Abilitytomatrixmanagestaffactivitiesinsolvingcomplexbusinessissueswithinestablishedpolicies

•Willingnessoftheteamtofollowandmaintainthebestpractices,policiesandprocessessetbytheDeliveryServiceOfficeLead

•Workrequireswillingnesstoworkaflexiblescheduleandtravel

•Experienceofworkingwithmultinationalteams

•Demonstratingleadershipversatility-Motivatingandinspiringpeoplefromdifferentfunctions,culturesanddemographics

•Stretchingperformance-Stretchingandtappingintotheperformanceofdiverseprocesses,peopleandteamswithawiderangeofcapabilities

•Persuasiveinfluencing-Tailoringinformation,insightsandargumentsfordifferentstakeholders

•Teamworking-Buildingmutualsupportandunderstandingwithcolleaguesacrossfunctions

•Settingdirection-Providingaclearsenseofdirection,byaligninggoals,objectivesandprioritiestobusinessstrategy

•Maximizingbusinessreturn-Makingjudgmentsonwhatwillbuildprofitabilityandmakemoneyforthebusiness

•Drivingdifferentiation-Leveragingdeepcustomerandmarketinsighttoexperiment,innovateandfostertheearlyadoptionofnewideastodeliverclientvalueacrossmarkets

•Fast-trackingtalent-Takingriskswithstretchopportunitiesandassignmentsfordiverseindividualsandteamsto‘raisetheirgame’