Service Assurance Lead

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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 crossfunctionally 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

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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 Hitachis 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 rolesparticularly those involving access to sensitive information financial responsibilities client data regulated environments or security-sensitive functionsadditional 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.