Css Area Manager Italy

**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