Director, Strategic Delivery – Customer Engagement

📋 Description

• This remote position is tasked with spearheading cross-functional execution and customer outcomes within a designated scope at Hitachi Energy.

• The role blends strategic project management leadership, operational excellence, and customer advocacy to ensure the successful delivery of complex initiatives while enhancing customer satisfaction, retention, and long-term value.

• Serving as both a business and customer partner, this leader guarantees consistent processes, strong governance, and ongoing improvement across teams, projects, and customer interactions.

• Develop and sustain robust, trusted relationships with customers and internal stakeholders, acting as the primary point of escalation and advocacy.

• Ensure elevated customer satisfaction through proactive engagement, structured communication, and effective resolution of issues.

• Manage onboarding, training, and ongoing engagement strategies to ensure customers derive maximum value from solutions and services.

• Lead cross-functional and geographically dispersed teams in executing multiple, interrelated projects or initiatives.

• Establish, maintain, and continuously enhance standardized processes for execution, tracking, reporting, escalation, change management, and issue resolution.

• Oversee planning and delivery in terms of scope, schedule, budget, risk, and resource management.

• Monitor performance against KPIs, SLAs, cost, and efficiency targets, ensuring disciplined execution and transparency.

• Identify, evaluate, and proactively manage risks, issues, and dependencies, ensuring timely mitigation and clear communication.

• Encourage operational learning and the sharing of best practices and lessons learned.

• Lead, mentor, and develop a high-performing team, promoting accountability, engagement, and continual capability growth.

⛳️ Requirements

• A Bachelor’s degree in Business, Engineering, or a related field, accompanied by 12+ years of relevant experience.

• Substantial experience in customer-facing leadership, project/program management, or operational leadership roles.

• Prior experience in people management, leading seasoned professionals is essential.

• Strong capability to navigate complexity, ambiguity, and competing priorities among multiple stakeholders.

• Proven ability to influence without authority and achieve alignment across various functions.

• Experience with enterprise systems and tools such as CRM platforms, project management tools, reporting systems, and Microsoft Office (experience with SAP is preferred).

• PMP or equivalent certification is advantageous.

🏝️ Benefits

• Health insurance

• Professional development opportunities