Authorized Service Partner Operations Manager

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November 4

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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

• The ASP Operations Manager is responsible for enforcing governance frameworks that guide strategic partnerships, alliances, and vendor relationships. • This role ensures that all partner activities align with company objectives, comply with contractual and regulatory requirements, and deliver maximum business value. • The ASP Operations Manager will act as the central point of accountability for managing partner performance, risk, compliance, and relationship governance. • Responsibilities include: • 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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).