Manager, IT Desktop Operations

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2 days ago

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Hitachi

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Artificial Intelligence • Energy • Transport

Hitachi, Ltd. is a global company that operates in various sectors with a focus on social innovation. Hitachi provides advanced digital solutions, services, and technologies under its brand 'Lumada' to solve customers’ challenges and enhance societal value. The company is committed to sustainability and environmental, social, and governance (ESG) initiatives, aiming to improve quality of life through technologies that foster a sustainable society. Hitachi's products and solutions span digital systems, green energy, mobility, and connective industries, promoting digital transformation of business systems and social infrastructure. Founded in 1910, Hitachi's long-standing dedication to innovation and societal development makes it a leader in driving positive change worldwide.

25801 - 25801 employees

Founded 1910

🤖 Artificial Intelligence

⚡ Energy

🚗 Transport

📋 Description

• Ensure the team meets Service Level Agreements (SLAs) for incidents and requests. • Provide strong ITIL guidance to align processes with business objectives. • Handle escalations from management or end users. • Align and represent global IT policy within the region. • Develop and maintain ITIL policies and documentation. • Oversee end-point asset management, including procurement, inventory, and lifecycle processes. • Lead by example by stepping in to troubleshoot and resolve IT issues alongside the team when needed. • Manage a team of 7 experienced direct reports. • Collaborate closely with other IT teams within Hitachi Group to ensure seamless service delivery. • Track and report on key performance indicators (KPIs) to measure team performance and identify areas for improvement. • Ensure compliance with corporate IT security policies and participate in audits, risk assessments, and remediation efforts. • Support budgeting, forecasting, and resource planning for desktop operations and asset management. • Manage relationships with third-party vendors and service providers to ensure quality and timely delivery of services and hardware. • Drive operational excellence through continuous improvement of support processes, documentation, and knowledge sharing. • Contribute to regional and global IT strategy by identifying opportunities for service improvement, automation, and innovation. • Travel regionally and globally as required. • Lead the team in shifting from an internal-centric to a customer-centric service model. • Model and promote exceptional customer service. • Communicate and present technology strategies effectively across business lines. • Collaborate across a complex global matrixed team. • Recruit, develop, and retain a high-performing team. • Empower the team to embrace change, think creatively, and take calculated risks.

🎯 Requirements

• 5+ years of IT people management experience • 2+ years in IT service management • 2+ years working with ServiceNow ITIL modules • Fluent in English (spoken and written) • Bachelor’s degree in Business Administration or a related IT discipline

🏖️ Benefits

• Industry-leading benefits that go far beyond compensation • Support, services, and resources for holistic health and wellbeing • Flexible arrangements that work for you (role and location dependent)