Digital Service Operations & Support Manager | London, London, United Kingdom

Hitachi ABB Power Grids; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player seeks a Digital Service Operations & Support Manager to lead the deployment and support of innovative digital service solutions. In this pivotal role, you will oversee a dedicated team, driving efficiency and customer satisfaction through effective training and operational excellence. Your expertise will be crucial in managing digital services on a global scale, ensuring compliance with cybersecurity standards and optimizing costs. Join a forward-thinking company that values diversity and collaboration, and be part of a team committed to advancing a sustainable energy future.

Qualifications

• Experience in managing digital service operations and support.
• Strong background in training and development for technical teams.

Responsibilities

• Lead implementation of digital service solutions to enhance efficiency.
• Establish KPIs for digital service performance and monitor outcomes.

Skills

Digital Service Solutions

Project Management

Customer Support

Data Analysis

Cybersecurity Compliance

Education

Bachelor's Degree in Engineering or related field

Master's Degree (preferred)

Tools

IoT Provisioning Tools

Data Acquisition Units

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, 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.
• Cross-Functional Coordination: Work closely with R&D, Product Managers, and Product Care Management to enhance service operations.
• Proactive Base Management: Collaborate with the Product Care team to monitor and analyze the digital/edge installed base, planning 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.
• 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.

Job Details:

• Type: Full-time
• Experience Management
• Function: Sales, Marketing & Product Management
• Contract: Regular
• Publication date: 2025-04-28
• Reference number: R0090759

About Hitachi Energy

Hitachi Energy is a global technology leader advancing a sustainable energy future. We serve customers across utility, industry, and infrastructure sectors with innovative solutions and services. We partner with customers to pioneer technologies and enable digital transformation for a carbon-neutral energy transition.

Our team of around 45,000 people in 90 countries work with purpose and diversity, fostering collaboration and innovation. Join us today and be part of a global team that believes: Diversity + Collaboration = Great Innovation.