Hitachi Data Systems Customer Service and Support Senior Area Manager - 020353 in Bryanston East, Saudi Arabia
Title: Customer Service and Support Senior Area Manager Location: SAU-Bryanston East
CS&S Senior Area Manager
CS&S Region Director
HDS Customer Engineers
Responsible for ensuring that HDS CS&S delivers a best in class service to our customers across a nominated Service Area and maintaining a high level of Customer Satisfaction while achieving financial targets
· Drive regionally defined CS&S governance model across the service area to ensure service quality and customer satisfaction delivered by HDS CS&S
o Own monthly Country Service Delivery reviews with responsible Regional Service Manager to ensure agreed KPIs are being achieved and that Service Improvement Plans (SIP) are put in place where necessary
o Responsibility for achieving country CS&S KPIs
o Monitor and respond to output of Customer Satisfaction Survey results
o Develop direct relationship with sales management and key customers
· Participate in the development and submission of the CS&S AOP for the service area
o Measure CS&S monthly achievement against AOP and highlight any areas of concern.
o Work with F&A, Operations and Services Infrastructure departments to maximise billings.
o Identify and promote new CS&S service opportunities to grow CS&S revenues.
o Identify areas of revenue ‘leakage’ and instigate plans to maximise revenue from each contract.
o Providing approval for CS&S maintenance discounts within agreed level of authority.
· Manage CS&S field support organisation in multiple countries to ensure quality service can be achieved.
o Ensure appropriate Technical and management escalation procedures are in place and effectively used. Monitor high severity issues and drive the communication with account team and GSC.
o Participate in Regional Duty Manager rotation schedule
o Interlock with EDC Logistic, GSC Support and GSS services organisations for complex problem resolution above local CSS knowledge level.
o Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers
o Responsible for resources management, planning and allocation either HDS CEs or ISPs
o Responsible for local Standby rotation schedule
o Responsible for ensuring the CS&S team are ready to provide service on new products, identify and drive training, certification and skills development for CSS team
o Responsible for ensuring the CS&S team are adopting new service techniques, and aligned with CSS best practices for tools and process
o Responsible for ensuring ASP partners are compliant with certification requirements and deliver services up to HDS standard
· Continuously monitor CS&S efficiency and identify ways to improve.
o Coordinate with CS&S Partner Manager to ensure optimal usage of ISPs in the service area
o Review use of tools for call handling, diagnostics and support, communication
o Work closely with EMEA CSS Strategy teams to implement Efficiency improvement projects.
· Support the resolution of both complex solution-oriented incidents and product faults
o Act as Incident Manager for the resolution of problems relating to Customers
§ Initial assessment of the incident and identification of the technical skills required to resolve the incident
§ When necessary, escalation to support groups and Senior Management
§ Preparation of regular incident status updates
§ When appropriate, completion of an incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken
o Ensure a high level of customer and HDS account team satisfaction
o Conduct internal and customer incident review meetings, as required
o Liaise directly with the customer’s incident manager and ensure effective engagement with the customer’s incident management process
· Close interaction: Country Managers, Regional Services Director, GSC Manager, GSS Manager, Channel Organization, local account teams, channel partners and service partners.
A minimum of 10 years IT Industry experience, with five years minimum service management experience in enterprise level service and customers
A track record of success, building or leading a superior maintenance organisation of a similar size
Organizational knowledge and sensitivity to matrix management environment
Experience in working with partners
Experience in managing remote teams
Strong commercial and contractual acumen
A proven negotiator who can resolve commercial issues and achieve a “win/win” with both colleagues and customers
Highly proficient and knowledgeable on the systems and processes required to manage a services business
Excellent skills in the leadership, management and development of people, to ensure high quality and motivated staff
Willingness to accept responsibility and ownership
Highly proficient in written and spoken business English
Well organised, adaptable and a clear thinker
Broad understanding of storage solutions and associated IT issues
Innovative, actively looking for solutions to problems, and a catalyst for change
ITIL service management, 6 Sigma, continuous improvement methods to be considered