Css Area Manager Italy Lazio

Css Area Manager Italy
Roma
Lazio, Lazio

CS&S Area Manager Italy

**Meet our Team

Work individually or as part of a team to provide technical support, account co-ordination, problem determination assistance and installation support to Hitachi Vantara Customer base and Sales/SE organization.

**What you'll be doing

- Drive regionally defined CS&S governance model across the service area to ensure service quality and customer satisfaction delivered by Hitachi CS&S

- Own monthly Country Service Delivery reviews with responsible Regional Service Manager to ensure agreed KPIs are being achieved and that Service Improvement Plans (SIP) are put in place where necessary

- Responsibility for achieving country CS&S KPIs

- Monitor and respond to output of Customer Satisfaction Survey results

- Develop direct relationship with sales management and key customers

- Participate in the development and submission of the CS&S AOP for the service area

- Measure CS&S monthly achievement against AOP and highlight any areas of concern.

- Work with F&A, Operations and Services Infrastructure departments to maximise billings.

- Identify and promote new CS&S service opportunities to grow CS&S revenues.

- Identify areas of revenue 'leakage' and instigate plans to maximise revenue from each contract.

- Providing approval for CS&S maintenance discounts within agreed level of authority.

- Manage CS&S field support organisation in multiple countries to ensure quality service can be achieved.

- Ensure appropriate Technical and management escalation procedures are in place and effectively used.

Monitor high severity issues and drive the communication with account team and GSC.

- Participate in Regional Duty Manager rotation schedule

- Interlock with EDC Logistic, GSC Support and PS services organisations for complex problem resolution above local CSS knowledge level.

- Ensure appropriate field service management personnel are in place to provide day to day direction and leadership of the field engineers

- Responsible for resources management, planning and allocation either Hitachi CEs or ISPs

- Responsible for local Standby rotation schedule

- Responsible for ensuring the CS&S team are ready to provide service on new products, identify and drive training, certification and skills development for CSS team

- Responsible for ensuring the CS&S team are adopting new service techniques, and aligned with CSS best practices for tools and process

- Continuously monitor CS&S efficiency and identify ways to improve.

- Coordinate with CS&S Partner Manager to ensure optimal usage of ISPs in the service area

- Review use of tools for call handling, diagnostics and support, communication

- Work closely with EMEA CSS Strategy teams to implement Efficiency improvement projects.

- Support the resolution of both complex solution-oriented incidents and product faults

- Act as Incident Manager for the resolution of problems relating to 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

- Preparation of regular incident status updates

- 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

- Ensure a high level of customer and Hitachi account team satisfaction

- Conduct internal and customer incident review meetings, as required

- Liaise directly with the customer's incident manager and ensure effective engagement with the customer's incident management process

- Close interaction: Country Managers, Regional Services Director, PS Manager, CSS Partner Manager, local account teams.

**What you bring to the team

- A minimum of 10 years IT Industry experience, with five years minimum service management experience in enterprise level service and customers

- A track record of success, building or leading a superior maintenance organisation of a similar size

- Organizational knowledge and sensitivity to matrix management environment

- Experience in working with partners

- Experience in managing remote teams

Competencies

- Strong commercial and contractual acumen

- A proven negotiator who can resolve commercial issues and achieve a "win/win" with both colleagues and customers

- Highly proficient and knowledgeable on the systems and processes required to manage a services business

- Excellent skills in the leadership, management and development of people, to ensure high quality and motivated staff

- Willingness to accept responsibility and ownership

- Native level Italian and proficient in written and spoken business English

- Well organised, adaptable and a clear thinker

- Broad understanding of storage solutions and associated IT issues

- Innovative, actively looking for solutions to problems, and a catalyst for change

- ITIL service management, 6 Sigma, continuous improvement methods to be considered

- Strong ethics

**Our Company

Our people are our bi