Digital Service Operations & Support Manager

Hitachi Energy Denmark A/S; London; On-site; GBP 50,000 - 90,000; 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 role involves overseeing a dedicated team, ensuring high customer satisfaction, and optimizing global digital services. The ideal candidate will have a strong background in digital solutions and operational management, with a focus on training and compliance. Join a forward-thinking company where your expertise will drive efficiency and enhance service delivery across various sectors.

Qualifications

• Experience in managing digital service solutions and operational processes.
• Strong leadership skills with a focus on team training and customer support.

Responsibilities

• Lead the implementation of digital service solutions to improve efficiency.
• Manage the installed base lifecycle and ensure cybersecurity compliance.
• Coordinate with R&D and Product Managers to enhance service operations.

Skills

Digital Service Solutions

Team Leadership

Customer Satisfaction

Operational Efficiency

Cybersecurity Compliance

Education

Bachelor's Degree in Engineering or Business

Job description

Location:
London, London, United Kingdom

Job ID:
R0090759

Date Posted:
2025-04-25

Company Name:
HITACHI ENERGY UK LIMITED

Profession (Job Category):
Sales, Marketing & Product Management

Job Schedule:
Full time

Remote:
No

Job Description:
The Digital Service Operations & Support Manager oversees the deployment, operation, and support of digital service solutions. Responsibilities include leading a team that trains and assists field teams to ensure seamless service and high customer satisfaction. The role reports to the Head of Digital Service Solutions and collaborates with Digital Product Managers and Product Care Management to optimize digital services globally.

Key Responsibilities:

1. Strategic Responsibilities:

• Lead the implementation of digital service solutions to improve efficiency, supporting digital delivery for HBU and LSUs.
• Develop training and certification programs for field teams.
• Establish governance frameworks for operational processes across global teams.

Operational Responsibilities:

• Manage the installed base lifecycle, including firmware, software, and cybersecurity compliance.
• Ensure smooth deployment and support of digital services in field operations.
• Serve as escalation point for digital service issues, collaborating with IT and engineering teams.
• Monitor performance metrics and report on KPIs for continuous improvement.
• Support customers and partners to ensure successful digital service adoption.

Collaboration & Governance:

• Coordinate with R&D, Product Managers, and Product Care Management to improve service operations.
• Work with Product Care to manage the digital/edge installed base, planning upgrades and maintenance.
• Ensure compliance with cybersecurity, data privacy, and regulatory standards.

Financial Responsibilities:

• Manage operational budgets to ensure cost efficiency.
• Identify opportunities for cost savings and automation.

Additional notes: Qualified individuals with disabilities may request accommodations during the application process by submitting a request form on our website, including contact details and specific accommodation needs. This applies solely to accessibility requests; messages for other purposes will not be responded to.