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Manager MCS Service Delivery Manager job in Paris

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Job Ref:  017951
Employer:  Hitachi
Country:  France
City:  Paris
23/10/2016 00:06

Primary responsibility for the Operational Service Delivery and SLA attainment at assigned Managed Cloud Services ("MCS") customer(s).

  • Work closely with the Client Director and relevant internal functions within HDS (CS&S, GSC, GSS, SOC, Sales account teams and MCS Business Unit) to ensure all resources are assigned and effectively utilised
  • Act as the operational Management contact and escalation point in relation to delivery of all MCS Services at assigned Customer site(s)
  • Work closely with the Client Director as well as other HDS departments (i.e. Finance/Business Ops) and Customer to ensure effective delivery & implementation of additional infrastructure, software and services
  • Work closely with the Client Director as well as other HDS departments (i.e. CS&S, GSS and Finance/Business Ops) and Customer to ensure accurate and effective delivery of all contracted SLAs and development of a continuous Service Improvement Plan
  • Be an active member of the MCS governance team and attend regular meetings with customer as laid down under the Governance Schedule
  • Provide full Service and Management reporting information to HDS and Customer as defined/requested and liaising with SOC to ensure timely and accurate delivery of SOC Performance and Chargeback reporting


A. Service Delivery
These responsibilities cover both "office hours" on-site activity and, if required, on-call 24 x 7 activity.
For each assigned customer;

  • Liaise with the Client Director and Customer to ensure timely delivery of solutions and services as required to fulfil HDS' obligations under any prevailing purchase orders or other contractual commitments
  • Maintain vendor relationships for all products deployed within the infrastructure (e.g. servers, disk, fabric, software) - also act as point of contact for Vendor Service Management
  • Responsibility for change control and governance in conjunction with HDS' standard methodology and Customer procedures;
    • Ensuring change control is completed in a systemic and organised manner and all HDS Service personnel understand any specific requirements
  • Work with HDS internal groups (i.e. CS&S engineers and ASM) to ensure that all incidents relating to MCS infrastructure and to HDS service delivery are managed and resolved in a timely manner
  • Participate in regular customer service review meetings whether local or as part of Governance Schedule
  • Issue regular written updates to the Customer and to the HDS account team regarding levels of service
  • Maintain a high level of Customer satisfaction with service delivery
  • Responsible for overall communication with the customer on operational service related matters.
B. Incident Management
• Support the timely resolution of both complex and solution-oriented incidents and product faults • Act as Incident Manager for the resolution of problems relating to designated MCS Customers
    • Initial assessment of the incident and identification of the technical skills required to resolve the incident
    • When necessary, escalation to Support groups and Senior Management
    • When appropriate, completion of an incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken
  • For nominated accounts, act as the first point of contact for incidents raised
  • Liaise with other Vendors during incidents as appropriate and act as Point of contact for Vendor Management
• Ensure a high level of Customer and HDS Account Team satisfaction • Conduct internal and customer incident review • Identify and manage resolution of any issues impacting the effectiveness or efficiency of the HDS service delivery, escalating to Senior Management as appropriate GENERAL
Quality service delivery
  • At all times maintain a high standard of professionalism and ensure high customer satisfaction
  • Identify opportunities for improving customer care, whether internal or external to HDS, and initiate actions using the appropriate improvement process
  • Understand and adhere to the processes and responsibilities defined by the UK quality management system and the UK Information Security Management System
  • Comply with all published HDS policies and guidelines
  • Ensure effective team work and communication at all times - with customer staff, HDS account teams and Services colleagues
Opportunity identification
  • Continually seek further opportunities for HDS products and services
  • Ensure all opportunities identified are raised with management and account teams
Skills development
  • Continually develop personal skills and experience
  • Maintain up to date knowledge of all core Hitachi Data Systems products and services
  • Take advantage of all types of available education material to broaden skills and develop agreed areas of specialisation
  • Perform other duties as required or directed by management

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