Head CSS Service Excellence

The opportunity:

At Hitachi Energy our purpose is advancing a sustainable energy future for all. We bring power to our homes, schools, hospitals, and factories. Join us and work with fantastic people, while learning and developing yourself on projects that have a real impact to our communities and society. Bring your passion, bring your energy, and be part of a global team that appreciates a simple truth: Diversity + Collaboration = Great Innovation.

Service excellence is a part of the Common Shared Services organization and supports multiple functions (including Finance, SCM, HR Operations, and Trade Transport and Logistics amongst others). As the Head of CSS Service Excellence, you will be responsible for leading global Service Excellence and enabling the CSS functions to become more agile, efficient and productive.

How you'll make an impact:

• Strategic Leadership
  • 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.
  • Partner with CSS functional leadership to identify service improvement opportunities, develop business cases, and deliver measurable ROI.
  • Drive digital transformation and innovation across CSS functions, aligning priorities with organizational strategic objectives.
  • Drive thought leadership in service excellence methodologies and best practices.
• Service Excellence Capability Leadership

• Oversee identification, design, development, and implementation of automation and AI solutions across CSS functions
• Drive and enable the AI strategy for CSS in alignment with the company-wide AI strategy.
• Build and maintain partnerships with technology vendors and internal IT stakeholders.
• Drive optimum automation solutions in partnership with other technology solutions and teams like Celonas, SAP COE, Service Now etc.
• Lead organization-wide continuous improvement programs using Lean, Six Sigma, and Kaizen methodologies.
• Track improvement initiatives, ensuring benefits realization, knowledge sharing, and embedded CI mindset across CSS.
• Design and implement AI-enabled knowledge management framework to capture, store, and disseminate organizational knowledge.
• 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.

• Bachelor's degree in engineering, Business, Computer Science, or related field is required.
• Master's degree (MBA) from a reputed business school is preferred.
• Certification in Lean Six Sigma (Black Belt or Master Black Belt), Project Management (PMP), or Change Management is highly desirable.
• 15+ years of progressive experience in service excellence, operational excellence, or business transformation roles are required.
• 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.
• Should have experience in shared services or Global Business Services (GBS)environment, preferably in Finance, HR, Supply Chain, or Logistics operations.
• Have demonstrated success in delivering measurable business value and ROI from automation and continuous improvement programs.
• Should have deep expertise in intelligent automation technologies including RPA, AI/ML, process mining, and intelligent document processing.
• Should be Familiar with knowledge management systems and customer experience platforms.
• Should have executive presence with proven ability to influence senior stakeholders and build executive sponsorship.
• Should have outstanding communication and presentation skills with ability to engage audiences at all organizational levels.
• Should have a collaborative mindset with proven ability to work effectively across matrix organizations.
• Should have an Innovation mindset with curiosity about emerging technologies.
• Proficiency in both spoken & written English language is required.