Authorized Service Provider

Job Title: Authorized Service Provider (ASP) Operations Program Manager
Work type: Remote
 
Our Company

We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.   

If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we're laying the foundation for our next wave of growth. We're looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

Meet our Team
The Global ASP Management Team is a global team that works across GEO's and countries to provide governance over Authorized Service Providers. The Global ASP Management team is responsible for managing the end-to-end engagement, delivery and relationship with the assigned Authorized Service Providers. The Global ASP Management Team works closely with stakeholders from Global Customer Success and Support, Partner Operations, and Partnerships and Alliances. This collaboration drives regular reviews with Authorized Service Providers and ensures that the quality of service delivered meets expectations, maintaining a sustainable ecosystem of partners in the allocated territories. The wide geographic engagement requires some flexibility in working hours.
The Global ASP Management Team reports into Global Customer Succes and Support and the individuals report into the Global Lead for ASP Management.

What you'll be doing
The ASP Operations Manager is responsible for enforcing governance frameworks that guide strategic partnerships, alliances, and vendor relationships. This role ensures that all partner activities align with company objectives, comply with contractual and regulatory requirements, and deliver maximum business value. The ASP Operations Manager will act as the central point of accountability for managing partner performance, risk, compliance, and relationship governance. Responsibilities include:
Onboarding of new Authorized Service Providers to ensure compliance with all policies, standards, and procedures; qualifying and validating the capabilities of prospective ASP's.
Build & Manage the relationship with Authorized Service Providers and be responsible for the overall communication (SPOC) with them on service-related issues/tasks/challenges/escalations and track compliance with operational KPIs, financials, contract management, processes, skills and accreditation of staff, CSAT.
Lead and drive regular Business Reviews with the assigned Authorized Service Providers (compliance, quality, performance, cost monitoring/tracking).
Address conflicts, escalations, and issues related to partner performance or compliance and drive remediation plans for any governance gaps.
Support the Authorized Service Providers in the coordination of training.
Collaborate closely with HV internal peers as Sales / Global Customer Success & Support Management / Global Partner Operations Team / Partnerships and Alliances to meet expectations mentioned above.
Develop, implement, and maintain partner governance policies, standards, and procedures along with key performance indicators (KPIs), service level agreements (SLAs), and compliance requirements for partners.
Perform other duties as required or directed by management.

What you bring to the team
Bachelor's degree in Information Technology, Computer Science, Business, or related field (Master's preferred).
5+ years of experience in IT vendor management, partner governance, or IT service delivery management.
Strong skills in contract management, SLA governance, and vendor performance monitoring.
Excellent communication, negotiation, and relationship management skills.
Strong and effective verbal, written, presentation and interpersonal communication skills. Fluent English is a must, ASEAN language skills desired.

 
About us
 
We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.
 
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