Sr. Engineer - Service Management

Job description

Function IT Our Company We’re Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. We’re crucial to the company’s strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market. Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole. Imagine the sheer breadth of talent it takes to unleash a digital future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us. Job description The role: Process Ownership: Own, design and implement the IT Service Management (ITSM) processes, ensuring alignment with global standards and business objectives. Define, document, and maintain ITSM processes, ensuring clarity, consistency, and adherence to best practices such as ITIL. Continuously review and improve processes, incorporating feedback from stakeholders and lessons learned from operational performance. Act as the key point of contact for process-related questions, issues, and escalations. Manage major incidents, changes, and problems, ensuring they are processed according to the implemented processes. Collaborate with IT teams and stakeholders to ensure processes are implemented consistently globally. Provide regular or on-demand reports to Management and Stakeholders. Business Analysis: Work closely with IT teams, Management and Customers to gather and document requirements for ITSM processes, ensuring they meet the needs of the organization. Translate business needs into clear, actionable requirements for process enhancements and system configurations. Process Improvement & Optimization: Monitor process performance metrics (KPIs, SLAs) and analyze process data to identify inefficiencies, bottlenecks, or areas for improvement. Propose and implement process improvements that enhance efficiency, reduce costs, and improve user satisfaction. Lead initiatives for automating workflows and integrating processes with ITSM tools such as Jira Service Management, ServiceNow. Stakeholder Management: Serve as the primary liaison between the IT Service Management team and IT teams, business/Customer stakeholders to ensure alignment of service management processes with business objectives. Regularly communicate process performance, improvements, and changes to the management and stakeholders. Provide training and guidance to process users across the organization to ensure proper adherence and understanding of ITSM processes. Tool and Technology Alignment: Collaborate with IT teams and vendors to ensure ITSM tools (e.g., Jira Service Management, Service Now) are configured and optimized to support global processes. Define and maintain reporting dashboards and tools to provide transparency into process performance and drive continuous improvement. What you’ll bring: Education: Bachelor’s degree in Information Technology or a related field. Experience: Minimum 3-5 years of experience in IT Service Management, End-user support roles, with at least 2-3 years in process ownership or business analysis. Experience working in global or multi-regional environments is highly desirable. Technical Knowledge: Deep understanding of ITIL processes, with practical experience in key ITSM processes such as Change Management, Incident Management, and Problem Management. Strong experience with ITSM tools such as Jira Service Management, ServiceNow, or other service management platforms. Strong experience in process analytics and reporting. Certifications: ITIL v4 Foundation certification is required; Business Analysis Skills: Proven ability to elicit, document, and manage business requirements, ensuring they are aligned with both business goals and technical feasibility. Strong analytical skills to assess process performance and identify opportunities for improvement. Leadership & Communication Skills: Excellent interpersonal and communication skills, capable of working with global stakeholders across multiple regions, different teams and customers. Ability to manage and facilitate collaboration between cross-functional teams. Process Improvement Focus: Experience in process re-engineering, including identifying and implementing automation and efficiency gains. Strong problem-solving skills, capable of identifying root causes and implementing lasting solutions. Languages: Upper Intermediate or higher in English is essential. #LI-RR1 About us We’re a global, 1000-stong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. We’re curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here you’re not just another employee; you’re part of a tradition of excellence and a community working towards creating a digital future. Fostering innovation through diverse perspectives Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth. We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work. How we look after you We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with. We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.