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Head CSS Service Excellence
Hitachi Energy Ireland Limited
Lead global CSS Service Excellence, driving automation, CI, AI, and transformation.
7d ago
Expert & Leadership (13+ years)
Full Time
Bengaluru, Karnataka, India
Office Full-Time
Company Size
38,000 Employees
Service Specialisms
Service & Consulting
Install & Commission
Train & Develop
Assess & Secure
Parts & Maintain
Upgrade, Repair & Extend
Service Agreements
Asset & Work Management
Sector Specialisms
Utility
Industry
Transport
Infrastructure
Energy
Renewable Energy
Grid Automation
Digital Systems & Services
Role
What you would be doing
automation solutions
ai framework
vendor partnerships
performance reporting
continuous improvement
team leadership
- Drive optimum automation solutions in partnership with other technology solutions and teams like Celonas, SAP COE, Service Now etc.
- Build and maintain partnerships with technology vendors and internal IT stakeholders.
- Communicate Service Excellence strategy, achievements, and roadmap to broader organization.
- Design and implement AI-enabled knowledge management framework to capture, store, and disseminate organizational knowledge.
- Track financial performance, prepare business cases, secure funding, and monitor ROI achievement.
- Represent Hitachi Energy in external forums, conferences, and industry events on Service Excellence topics.
- Partner with IT, Digital, Technology, Quality, Compliance, and Risk functions on automation, AI, and governance requirements.
- Oversee identification, design, development, and implementation of automation and AI solutions across CSS functions
- Develop succession planning, identify skill gaps, and implement training programs including AI/automation literacy.
- Conduct talent reviews and implement retention strategies for critical talent.
- Responsible for ensuring compliance with applicable external and internal regulations, procedures, and guidelines.
- Define and execute global Service Excellence strategy aligned with CSS objectives, developing roadmap for Intelligent Automation, Continuous Improvement, Knowledge Management, Customer Experience, and Performance Management.
- Define and implement customer experience strategy with voice of customer programs including surveys and satisfaction metrics.
- Maintain performance management framework and improve monitoring tools and dashboards for real-time visibility and AI-powered insights.
- Prepare and present performance reports to CSS leadership and executive management.
- Lead organization-wide continuous improvement programs using Lean, Six Sigma, and Kaizen methodologies.
- Drive thought leadership in service excellence methodologies and best practices.
- Partner with CSS functional leadership to identify service improvement opportunities, develop business cases, and deliver measurable ROI.
- Drive and enable the AI strategy for CSS in alignment with the company-wide AI strategy.
- Engage with CSS senior leadership, building executive sponsorship for transformation initiatives.
- Track improvement initiatives, ensuring benefits realization, knowledge sharing, and embedded CI mindset across CSS.
- Develop and manage departmental budget with optimal resource allocation and cost control.
- Drive digital transformation and innovation across CSS functions, aligning priorities with organizational strategic objectives.
- Build high-performing teams through effective hiring, coaching, talent development, and fostering inclusive culture.
- Provide inspirational leadership to global team of ~30 professionals across 5 locations and 3 continents, directly managing 3+ managers.
What you bring
six sigma
pmp
rpa
ai/ml
process mining
leadership
- Certification in Lean Six Sigma (Black Belt or Master Black Belt), Project Management (PMP), or Change Management is highly desirable.
- Should have a collaborative mindset with proven ability to work effectively across matrix organizations.
- Should have deep expertise in intelligent automation technologies including RPA, AI/ML, process mining, and intelligent document processing.
- Should have outstanding communication and presentation skills with ability to engage audiences at all organizational levels.
- Should have experience in shared services or Global Business Services (GBS)environment, preferably in Finance, HR, Supply Chain, or Logistics operations.
- 15+ years of progressive experience in service excellence, operational excellence, or business transformation roles are required.
- Have demonstrated success in delivering measurable business value and ROI from automation and continuous improvement programs.
- Should have an Innovation mindset with curiosity about emerging technologies.
- Bachelor’s degree in engineering, Business, Computer Science, or related field is required.
- Master's degree (MBA) from a reputed business school is preferred.
- Should have executive presence with proven ability to influence senior stakeholders and build executive sponsorship.
- Proficiency in both spoken & written English language is required.
- Should be Familiar with knowledge management systems and customer experience platforms.
- 5+ years in senior leadership positions managing global, multi-functional teams is required.
- Should have a proven track record of leading intelligent automation, AI implementation, and digital transformation initiatives on a scale.
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Company
Overview
96% Renewables Integration
Clean Energy Solutions
Ensures that more than 96% of their projects involve renewable energy integration, supporting the transition to cleaner power systems.
99% Uptime
Grid Reliability
Achieves 99% uptime in their energy grid solutions, ensuring consistent and reliable power distribution.
700+ Charging Stations
EV Infrastructure Expansion
Deploys over 700 electric vehicle charging stations globally, driving EV adoption and supporting sustainable transportation.
- Leads in energy management with pioneering technologies.
- Focuses on renewable energy to drive cleaner and efficient power systems.
- Provides solutions across energy generation, transmission, and distribution.
- Operates in sectors including wind, solar, utilities, and transportation infrastructure.
- Innovates in industrial automation with cutting-edge energy optimization systems.
- Involved in electrifying remote regions for improved energy access.
- Employs digital tools for data-driven grid improvements and performance enhancement.
- Harmony (Wa): embracing and respecting the unique qualities of our diverse employees, engaging in open discussions and uniting efforts once consensus is reached
- Sincerity (Makoto): acting with ownership, honesty and integrity; addressing matters sincerely and learning from failures
- Pioneering Spirit (Kaitakusha‑seishin): exploring uncharted territory with innovative approaches and taking on new challenges
- Open collaboration and customer focus: co-creating solutions through global teaming to deliver customer success and societal progress
- Culture of innovation: pushing boundaries, breaking records, evolving to meet today’s challenges with purpose-driven innovation
100% Fossil‑Free Electricity
COâ‚‚ Reduction Achievement
100% fossil-free electricity in own operations reduces COâ‚‚e by over 175,000 metric tons annually compared to 2019 levels.
80% Emissions Reduction
Scope 1+2 Emissions Target
Aim to reduce absolute Scope 1+2 emissions by 80% and Scope 3 emissions intensity by 55% by 2030.
Top 5% EcoVadis Rating
Sustainability Performance
Received EcoVadis gold rating in 2024, placing the company in the top 5% of over 130,000 assessed companies.
1,000Mt Avoided Emissions
Global Climate Contribution
Aim to contribute to avoiding 1,000 million metric tons of emissions through various sustainability initiatives.
- Net‑zero target by 2050 with Science Based Targets initiative (SBTi) validation (Feb 2024)
- Achieve carbon‑neutral own operations by 2030
- CDP climate score: A‑ in 2023
- Accelerate clean energy transition: focus on climate, circular economy (5R principles), biodiversity and ecosystems
- Increase renewable‑enabled GW and improve service lifecycle value creation index annually
45k+ Employees
Global Workforce
The company employs over 45,000 individuals from 150 different nationalities across 60+ countries, showcasing extensive global diversity.
25% Women Target
Workforce Representation
Aiming to have 25% of its employees and managers identify as women by the year 2025, reflecting a commitment to gender diversity.
500+ Colleagues
Leadership Development
Over 500 employees from 28 nationalities across 10 countries have engaged in a leadership development framework to foster inclusive growth.
~9-10 yrs Tenure
Employee Tenure
Employees maintain an average tenure of approximately 9 to 10 years, indicating a stable and experienced workforce.
- Endorsed a global DEI strategy focused on diversity, equity, and inclusion across operations.
- Incorporates leadership pillars ensuring DEI is integrated into hiring, growth, and development strategies.
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