Service Support Leader

You as a Service Manager for Automation Platforms, will be part of Hitachi Energy business and reporting to the Global IT Domain Manager for Integration and Automation Platforms. You will be responsible for leading and supervising a global team that designs and builds Automation Solutions as well as operates, supports, maintains and governs them on the global Automation Platform.

Your responsibilities also include that Automation solution/service/platform provides required functionality and meets the cost expectationsof business.

The aim is to provide effective, responsive IT design, build services and implement IT solutions based on the demand generated by the business, and to enable Hitachi Energy business with leading edge solutions to create long-term competitive advantage, leveraging new/advanced technologies.

Partnering with IT and business design, build, implement and operate automation solutions. Ensure service and automation solutions compliance with all relevant Hitachi Energy policies and regulations - IT security, ITGC, data protection, etc.

Governance and Stakeholder management: drive delivery alignment with business and IT functions to ensure automation needs and opportunities are identified, prioritized, validated and communicated to all respective partners.

Financial management of the service. Lead a delivery team of internal employees and third party service provider. Ensure service delivery adherence to defined SLAs and KPIs, and that SLAs and KPIs are fit for purpose.

Manage service provider delivery performance. Partnering and in alignment with IT and Functions teams and the Business, using internal team and 3rd Party IT Suppliers to design, build and implement appropriate Automation Solutions, leading to improved efficiency or operational functionality. Working with the relevant stakeholders to ensure the use of technology to execute recurring tasks or processes in a business where manual effort can be replaced. Ensuring Automation Solutions are fit for purpose, user friendly and run in a sustainable manner. Actively participate in building end-to-end business cases and consolidating them into a strategic Automation solution roadmap.

IT Delivery in further developing, implementing and executing the Automation capability within Integration and Automation Platforms Domain. Ensuring effective management of all Platform services – covering SLA / OLA management, process management and compliance, release strategy, demand planning & delivery management, and continuous service improvement. Ensuring flawless delivery of agreed projects, on time and on budget following agreed methodology. Taking full accountability for RPA/Automation Services based on Automation Anywhere technology.

Collaborating with various stakeholders to understand demand towards IT Automation capabilities as well as promoting those capabilities within the organisation. Alignment within the Automation Solutions Community and Business / Functions for processes affecting several areas of business to deliver projects with transversal added value.

Proactively developing and maintaining appropriate IT competence within Automation service, ensuring alignment to given IT goals, and compliance with Hitachi Energy Cyber Security, IT Architecture, and any other relevant internal and external standards and any other applicable directives and guidelines. Drive automation topic across the organization.

Providing input for any incident, change or project that has, or might have, a major impact on the domain, and/or overall of IT. Informing relevant IT colleagues on any change or project activities which may have a major impact on the others' areas of responsibility.

Facilitate governance for Automation, work on improvements as required, own end-to-end governance of Automation Solutions.

Implementing and executing strategic objectives and targets for the global Platforms & Applications (P&A) organization against which performance can be measured, e.g. effectiveness, efficiency, quality, and business domain satisfaction levels. Ensure that Automation Platforms strategy is defined and implemented in full alignment with the overall IT and P&A strategy.

Ensuring that the area of responsibility is properly organized, staffed, skilled and directed. A Master’s or Bachelor’s degree or equivalent in computer science, engineering or business management.

Full functional knowledge across own functional area and affinity with technology of Automation Solutions.

Experience in supporting the Business in prioritizing portfolio of projects and delivering agreed portfolio.

Experience in running Automation services with hybrid (internal/third party) teams on global scale.

Experience with different engagement models with third-party providers – managed services, T&M, outcome-based.

Exposure to business processes in various functional areas, cross functional knowledge and solid experience in support processes and organization.

Experience with regards to technology use and introduction, agile / iterative product development life cycle.

A track record of successful delivery of information technology automation solutions and services.

Proficiency in both spoken & written English language is required.

Job type Full time

Contract Regular

Hitachi Energy is a global technology leader in electrification, powering a sustainable energy future through innovative power grid technologies with digital at the core. With over a century in pioneering mission-critical technologies like high-voltage, transformers, automation, and power electronics, we are addressing the most urgent energy challenge of our time – balancing soaring electricity demand, while decarbonizing the power system.

Headquartered in Switzerland, we employ over 50,000 people in 60 countries and generate revenues of around $16 billion USD.