Customer Advocate, ES Network Manager

The Customer Advocate or Service Manager is responsible for the operational service delivery and the day-to day relationship for the assigned customer accounts. Responsibilities include operational support using a service framework, strategic planning, service level agreement implementation, customer meetings, project management, requests for service (RFS), statements of work (SOW), standard quotes, along with planning, assigning and directing work, and accountable for overall service delivery.

Primary Responsibilities:
 

• Primary accountability for delivery within the boundaries of the contractual agreements, while ensuring Service Levels are met including capacity management (logistics, planning and execution) and performance management.
• Ensure that Hitachi Energy 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 Energy is responsible.
• Conduct weekly and monthly service review meetings and review service performance reports with customer account team.
• Conduct monthly governance meetings with internal operations team.
• 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 escalation matrix, policies, procedures, and SLA requirements for the assigned account(s).
• Coordinate problem management process with technical leads and review root cause analysis reports for critical incidents to be provided to customers.
• Analyzing and reporting actual to contracted SLA performance levels.
• Review, track and report on SLA breach reports, service credits and service improvement plans.
• Reports to the Manager, Service Group and leads and supports the service team in furthering the customer relationships.
• Ensuring compliance with established policies, procedures, SLA’s and practices defined by Hitachi Energy managing the infrastructure of the Projects assigned.

As the process owner of Continual Service Improvement:
 

• A natural service mindset.
• Ability to advocate for customers’ success while protecting the business interests.
• Own and champion Continual Service Improvement framework to achieve measurable improvements in customer experience, improve service quality, improve efficiency and lowered costs.
• Evaluate and analyze KPI’s and metrices to identify and propose opportunities for continual service improvement in all areas of the SLA’s requirements under our responsibility.
• Deploy continual service improvement programs to improve service strategy, service delivery, service transition and service operation, to align with business goals and objectives.
• Resourceful. Ability to interact and collaborate with highly distributed resources to meet deadlines and ensure customer success.
• Upselling. Comfortable with the concept of planning and delivering value through customer interactions.
• Ensure projects assigned are designed to meet or exceed related SLAs and KPIs and implemented end-to-end.
• Measure, monitor and refine service support delivery to ensure service excellence.
• Leverage our shared tools to automate routine tasks and processes to achieve Hitachi Energy’s mission.

Required Skills:
 

• Minimum of 5 years in a customer facing role (Customer Advocate or Customer Success Manager) in the IT industry with a strong background in managing enterprise level customer and continuous service improvement.
• Hands-on proficient with hardware, software and operating systems found in enterprise environments.
• Customer centric mindset- put the customer’s first, actively seek feedback, and continuously strive to improve the customers experience with product and services.
• Strategic thinker with strong analytical and problem-solving skills, and the ability to anticipate customer needs.
• Possess strong understanding of Project SLA’s & framework.
• Strong understanding of complex business environments.
• Prior experience leading, motivating and coordinating services.
• Adaptability and flexibility mindset.
• Ability to prioritize projects and deliverables.
• Excellent communication and organizational skills.

Education and Certification:
 

• Bachelor's Degree or equivalent in IT Management or other related technology fields of study.