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The Opportunity

The Service Assurance Lead provides governance, oversight, and assurance across the entire Workplace Desktop Apps (WDA) portfolio. Acting as the “right hand” to the WDA Lead, the role ensures that services delivered by vendors and internal teams are compliant, transparent, measurable, and continuously improving.

The role bridges Portfolio Owners, technical teams, and external service providers, maintaining alignment across all service management processes, performance expectations, and operational standards.

Your Responsibilities

Governance & Oversight

• Oversee vendor and internally delivered WDA services, ensuring consistency, compliance, and operational excellence.
• Drive adoption of core ITSM processes including change, incident, problem, knowledge, and service level management.
• Coordinate governance forums and ensure actions, decisions, and outcomes are effectively managed.

Risk, Issue & Compliance Management

• Manage portfolio risks, issues, and compliance requirements across the WDA landscape.
• Ensure adherence to SLA/KPI commitments and relevant governance frameworks.
• Escalate risks proactively and provide leadership with timely visibility and recommendations.

Service Performance & Vendor Assurance

Monitor vendor performance against SLAs, KPIs, contractual obligations, and service outcomes.

• Partner with vendors and stakeholders to implement corrective actions and continuous improvements.

Reporting, Insights & Communication

• Deliver service assurance reporting, dashboards, and leadership insights to support informed decision-making.
• Act as a key liaison between the WDA Lead, Portfolio Owners, vendors, and technical teams.

Continuous Service Improvement (CSI)

• Identify and drive opportunities to improve processes, governance, tools, and collaboration.
• Work with CSI and operational teams to deliver measurable service enhancements.

Strategic Support to WDA Lead

• Support strategic planning, operating model development, organizational readiness, and stakeholder alignment.
• Provide trusted guidance and actionable insights to enable effective decision-making.

Your Background

• Experience within large, complex, and global organizations, with a proven record of experience in financial management, application management, IT portfolio management and/or technology cost governance.
• Demonstrated expertise in project and/or program management, with certifications such as ITIL 4, Prince2, Prince, Agile, or similar global IT frameworks.
• Familiarity with vendor management, contract awareness, and SLA governance.
• Strong track record in cross-functional leadership, collaborating across Procurement, Legal, Finance, Business Units, and Portfolio Owners to align strategy and execution.
• Strong understanding of IT service management (ITSM) and IT governance.
• Ability to work cross‑functionally, translating between business, technical, and vendor viewpoints.
• Excellent communication and stakeholder engagement skills.
• Ability to work in a complex, global organization with multiple stakeholders.
• Build strong relationships across business, IT, finance, compliance, architecture, and vendor communities.
• Communicate governance, strategy, performance, and lifecycle decisions clearly and effectively.
• Manage stakeholder expectations, escalations, and conflict resolution activities.
• Influence leaders and teams to drive alignment, governance adoption, and successful change outcomes.
• Coordinate communications across internal and external service partners.
• Operates alongside Technical PM and Business PM roles within the Service Assurance Team (SAT).
• Supports Workplace Desktop Applications as a central governance, oversight, and service assurance function.

More About Us

At Hitachi Energy, we are advancing a sustainable energy future for all. We bring power to homes, schools, hospitals, and industries, working with customers and partners to pioneer technologies and enable the digital transformation required to accelerate the energy transition. Join us and be part of a diverse, collaborative, and innovative team shaping the future of energy.

Accessibility and reasonable accommodation

Qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process.

This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response.

Use of Al and automated tools in recruitment

As part of our recruitment process, Hitachi Energy uses digital and automated tools, including Al-supported solutions, to assist with activities such as application screening, job matching, and interview scheduling. These tools are designed to support our recruiters and do not replace human decision-making. Candidate data is processed in accordance with applicable data protection and employment laws as well as Hitachi's Global Data Privacy Notice.

Background Screening and Security Checks

As part of the hiring process, Hitachi Energy conducts pre-employment background checks that may include verification of employment history, education, criminal records, and other relevant information, in accordance with applicable laws.

For certain roles—particularly those involving access to sensitive information, financial responsibilities, client data, regulated environments, or security-sensitive functions—additional or more comprehensive background or security screenings may be required. These may include, but are not limited to, enhanced criminal history checks, credit history reviews (where legally permissible), sanctions screening, or other due diligence measures aligned with the responsibilities of the position.

The scope and depth of any background or security review will be determined based on the nature of the role and business necessity, and will always be conducted in compliance with applicable federal, state, and local laws. Candidates will be notified and, where required, asked to provide consent prior to the initiation of any such checks.