Director, Strategic Delivery & Customer Engagement

Description

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Job Summary

This remote role is responsible for leading cross‑functional 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 long‑term 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 short‑term 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 cross‑functional 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 high‑performing team, fostering accountability, engagement, and continuous capability growth.
• Create a positive and results‑focused environment grounded in Hitachi Energy’s values of safety, integrity, and collaboration.
• Support talent development, succession planning, and effective workforce utilization.

Qualifications & Experience

• Bachelor’s degree in Business, Engineering, or a related field with 12+ years of relevant experience.
• Significant experience in customer‑facing leadership, project/program management, or operational leadership roles.
• Prior people‑management 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.

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