Manager, IT Desktop Operations AMER

Manager, IT Desktop Operations AMER

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 role

 The Manager of Hitachi Vantara’s AMER IT Desktop Operations team is responsible for the delivery of end user support within the AMER & LATAM region. This manager is the primary customer face to internal IT customers and ensures consistent SLA achievement by a team of 7 support engineers across different countries, supporting approximately 3,000 users.
Additionally, the manager oversees service delivery to other Hitachi Group organizations and manages end-point asset management processes, including procurement, inventory, order fulfilment, and asset reclaim.

 What you’ll bring

 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.

Education:

• 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

 #LI-CB1

 About us

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 a make 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.

Championing diversity, equity, and inclusion 

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.

 How we look after you

We want to help you take care of your today and tomorrow – at home and at work. Which is why we offer industry-leading benefits that go far beyond compensation. That means support, services, and resources that also take care of your holistic health and wellbeing. We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. 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 also champions of life balance and offer flexible arrangements that work for you (role and location dependent).

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.