Director, Strategic Delivery & Customer Engagement

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Job Summary

This remote role is responsible for leading crossfunctional execution and customer outcomes across a designated scope within Hitachi Energy. The position combines strategic project management leadership operational excellence and customer advocacy to ensure successful delivery of complex initiatives while driving customer satisfaction retention and longterm value. Acting as both a business and customer partner this leader ensures consistent processes strong governance and continuous improvement across teams projects and customer engagements.

As a people manager the role leads experienced professionals who operate with a high degree of independence influencing outcomes beyond their direct reporting line and supporting shortterm policy and strategy execution.

Key Responsibilities

Customer & Stakeholder Leadership

• Build and maintain strong trusted relationships with customers and internal stakeholders serving as a primary point of escalation and advocacy.
• Ensure high customer satisfaction through proactive engagement structured communication and effective issue resolution.
• Act as the voice of the customer internally providing insights into service gaps improvement opportunities and product or process enhancements.
• Oversee onboarding training and ongoing engagement strategies to ensure customers realize full value from solutions and services.

Program Project & Operational Leadership

• Lead crossfunctional and geographically dispersed teams in the execution of multiple interrelated projects or initiatives.
• Establish maintain and continuously improve standardized processes for execution tracking reporting escalation change management and issue resolution.
• Oversee planning and delivery across scope schedule budget risk and resource management.
• Monitor performance against KPIs SLAs cost and efficiency targets ensuring disciplined execution and transparency.
• Drive compliance with internal governance models quality standards and health safety and environmental expectations.

Risk Performance & Continuous Improvement

• Identify assess and proactively manage risks issues and dependencies ensuring timely mitigation and clear communication.
• Promote operational learning and sharing of best practices and lessons learned.
• Use data reporting and analytics to identify trends inform decisions and drive performance improvements.
• Contribute to financial oversight including review of cost performance and margin considerations where applicable.

People Leadership

• Lead coach and develop a highperforming team fostering accountability engagement and continuous capability growth.
• Create a positive and resultsfocused environment grounded in Hitachi Energys values of safety integrity and collaboration.
• Support talent development succession planning and effective workforce utilization.

Qualifications & Experience

• Bachelors degree in Business Engineering or a related field with 12 years of relevant experience.
• Significant experience in customerfacing leadership project/program management or operational leadership roles.
• Prior peoplemanagement experience leading experienced professionals is required.
• Strong ability to manage complexity ambiguity and competing priorities across multiple stakeholders.
• Proven capability to influence without authority and drive alignment across functions.
• Experience with enterprise systems and tools such as CRM platforms project management tools reporting systems and Microsoft Office (SAP experience preferred).
• PMP or equivalent certification is a plus.

Equal Employment Opportunity (EEO)-Females/Minorities/Protected Veterans/Individuals with Disabilities

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