Digital Service Operations & Support Manager

Hitachi Energy; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Digital Service Operations & Support Manager to lead the deployment and support of innovative digital service solutions. This pivotal role involves managing a dedicated team to ensure seamless service execution while enhancing customer satisfaction. You will collaborate with cross-functional teams to optimize digital services on a global scale, focusing on process standardization, compliance, and cost optimization. If you are passionate about digital transformation and have a knack for leadership, this opportunity is perfect for you to make a significant impact in a dynamic environment.

Qualifications

• Proven experience in managing digital service operations.
• Strong understanding of cybersecurity and data privacy regulations.

Responsibilities

• Lead the implementation of digital service solutions to enhance operational efficiency.
• Oversee incident management and troubleshooting for digital service issues.

Skills

Digital Service Solutions

Team Leadership

Incident Management

Process Standardization

Customer Support

Education

Bachelor's Degree in Engineering or related field

Management Experience

Tools

Data Analysis Tools

Project Management Software

Job description

Digital Service Operations & Support Manager

The Digital Service Operations & Support Manager is responsible for the effective deployment, operation, and continuous support of digital service solutions. This role oversees a team that trains, qualifies, and assists field teams to ensure seamless service execution and high customer satisfaction.

Reporting to the Head of Digital Service Solutions, the manager collaborates closely with Digital Product Managers and Product Care Management to integrate, maintain, and optimize digital services on a global scale.

Key Responsibilities

Strategic Responsibilities:

• Service Digital Portfolio Execution: Lead the implementation and operationalization of digital service solutions to enhance efficiency and effectiveness. Support HBU and LSUs with digital service solution delivery (e.g., edge-device configuration, commissioning of data acquisition units, IoT provisioning and configuration, etc.)
• Training & Certification: Develop and implement certification pathways to equip field teams with the necessary skills for digital service operations.
• Process Standardization: Establish and enforce governance frameworks for operational processes, ensuring consistency across global teams.

Operational Responsibilities

• Installed Base Management: Support Global Product Care to ensure edge-device installed base lifecycle is controlled, including firmware & software versioning, physical/cybersecurity compliance, and obsolescence management.
• Deployment & Support: Ensure smooth integration and ongoing support of digital services within field operations.
• Incident Management & Troubleshooting: Serve as the Level-3/4 escalation point for digital service-related issues, collaborating with IT and engineering teams for resolution.
• Performance Monitoring & Reporting: Establish and track KPIs for digital service performance, leveraging data-driven insights for continuous improvement.
• Customer & Partner Support: Provide operational assistance to customers and partners, ensuring a seamless adoption experience.

Collaboration & Governance

• Cross-Functional Coordination: Work closely with R&D, Product Managers, and Product Care Management to enhance service operations.
• Installed Base Tracking: Collaborate with the Product Care team to monitor and analyze the digital/edge installed base, ensuring proactive planning for upgrades, maintenance, and obsolescence management to sustain service efficiency and reliability.
• Compliance & Security: Ensure adherence to cybersecurity, data privacy, and regulatory standards in digital service operations.

Financial Responsibilities

• Cost Optimization: Oversee operational budgets to ensure cost efficiency in digital service execution.
• Efficiency Improvement: Identify opportunities for cost-saving initiatives and automation to enhance service delivery.

Apply now

Locations: London, Helsinki, Lodi, Mannheim, Raleigh, Stoney Creek, Västerås

Job type: Full time | Experience: Management | Job function: Management and Manufacturing | Industries: Appliances, Electrical, Electronics Manufacturing, IT Services & Consulting