Jobs in Kuantan, Malaysia

Authorized Service Provider (ASP) Operations Program Manager

Remote

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

The Global ASP Management Team is a global team that works across GEO’s and countries to provide governance over Authorized Service Providers. The Global ASP Management team is responsible for managing the end-to-end engagement, delivery and relationship with the assigned Authorized Service Providers. The Global ASP Management Team works closely with stakeholders from Global Customer Success and Support, Partner Operations, and Partnerships and Alliances. This collaboration drives regular reviews with Authorized Service Providers and ensures that the quality of service delivered meets expectations, maintaining a sustainable ecosystem of partners in the allocated territories. The wide geographic engagement requires some flexibility in working hours. The Global ASP Management Team reports into Global Customer Success and Support and the individuals report into the Global Lead for ASP Management.

• Onboarding of new Authorized Service Providers to ensure compliance with all policies, standards, and procedures; qualifying and validating the capabilities of prospective ASP’s.
• Build & Manage the relationship with Authorized Service Providers and be responsible for the overall communication (SPOC) with them on service-related issues/tasks/challenges/escalations and track compliance with operational KPIs, financials, contract management, processes, skills and accreditation of staff, CSAT.
• Lead and drive regular Business Reviews with the assigned Authorized Service Providers (compliance, quality, performance, cost monitoring/tracking).
• Address conflicts, escalations, and issues related to partner performance or compliance and drive remediation plans for any governance gaps.
• Support the Authorized Service Providers in the coordination of training.
• Collaborate closely with HV internal peers as Sales / Global Customer Success & Support Management / Global Partner Operations Team / Partnerships and Alliances to meet expectations mentioned above.
• Develop, implement, and maintain partner governance policies, standards, and procedures along with key performance indicators (KPIs), service level agreements (SLAs), and compliance requirements for partners.
• Perform other duties as required or directed by management.

• Bachelor’s degree in Information Technology, Computer Science, Business, or related field (Master’s preferred).
• 5+ years of experience in IT vendor management, partner governance, or IT service delivery management.
• Strong skills in contract management, SLA governance, and vendor performance monitoring.
• Excellent communication, negotiation, and relationship management skills.
• Strong and effective verbal, written, presentation and interpersonal communication skills. Fluent English is a must, ASEAN language skills desired.

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth. We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.