Senior Director

Summary

Join Hitachi Vantara as a Senior Director of ISP Management and Operations to lead the strategic and operational oversight of Independent Service Provider (ISP) partnerships. You will oversee the day-to-day management, optimization, and performance of ISP relationships, ensuring seamless service delivery. This role demands a deep understanding of the ISP landscape, technical infrastructure, and vendor management. You will drive operational efficiencies, manage financial responsibilities of contracted rates and spend, and foster strategic growth aligned with company goals. Lead and mentor a team of professionals, fostering a culture of continuous improvement and high performance. Collaborate with internal teams to ensure ISP operations align with broader business objectives.

Requirements

• Bachelor’s degree in Business or a related field
• Minimum of 8 years managing a Field Support function
• Minimum of 15 years of experience in ISP management, including contract negotiations with at least 8 years in a leadership role managing a high performance team
• Strong understanding of ISP infrastructure, service delivery models, and industry best practices
• Proven track record of managing and optimizing large-scale ISP relationships and operations
• Exceptional negotiation, communication, presentation, and interpersonal skills
• Demonstrated ability to manage budgets, cost structures, and financial forecasting within a complex operational environment
• Strong leadership skills with experience in team management and development
• Ability to work cross-functionally and collaborate with diverse teams to achieve organizational goals
• Strategic thinker with the ability to balance long-term vision with day-to-day operational needs

Responsibilities

• Lead the development and maintenance of key relationships with external ISP partners, ensuring strong partnerships that align with the company’s strategic objectives
• Manage negotiations, contract terms, and service level agreements (SLAs) to ensure high standards of service delivery
• Oversee all ISP-related operations, including service delivery, troubleshooting, performance optimization, billing and contract terms
• Define operational strategies that drive excellence in service provisioning and meet company goals for reliability, speed, and cost efficiency
• Collaborate with internal teams such as Finance, Operations, Procurement and Field Customer Service to ensure that ISP operations align with broader business objectives
• Act as a liaison between the technical and business teams to optimize service offerings and address any operational challenges
• Develop and implement robust metrics and reporting systems to measure the performance of ISP partners
• Monitor key performance indicators (KPIs), track progress toward goals, and identify areas for continuous improvement
• Oversee the financial aspects of ISP operations, including budget management, cost optimization, and financial forecasting. Ensure that ISP agreements are financially sustainable and aligned with the company’s budget
• Identify potential risks and challenges related to ISP operations and work proactively to mitigate those risks
• Develop contingency plans and ensure that the team is prepared to handle disruptions or issues in service delivery
• Lead, mentor, and manage a team of professionals within the ISP management and operations function
• Foster a culture of continuous improvement, accountability, and high performance

Benefits

• Industry-leading benefits, support, and services that look after your holistic health and wellbeing
• Flexible arrangements that work for you (role and location dependent)