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

Job title

CS&S Senior Area Manager

Reporting to

CS&S Region Director

Direct reports

HDS Customer Engineers

Territory

Sub-Saharan Africa

Location

Johannesburg

Job purpose

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

Responsibilities

· 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.

Profile

  • 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

Competencies

  • 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

  • Strong ethics