Authorized Service Provider

Location: Kuala Lumpur Function: HV GCSS Requisition ID: 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, optimise, 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 group that works across GEOs and countries to provide governance over Authorized Service Providers. The team is responsible for managing the end‑to‑end engagement, delivery, and relationship with the assigned Authorized Service Providers. It works closely with stakeholders from Global Customer Success & Support, Partner Operations, and Partnerships & Alliances. This collaboration drives regular reviews with Authorized Service Providers and ensures service quality meets expectations, maintaining a sustainable partner ecosystem in the allocated territories. The role requires some flexibility in working hours. The Global ASP Management Team reports into Global Customer Success & Support, and each member reports to 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. The role ensures that all partner activities align with company objectives, comply with contractual and regulatory requirements, and deliver maximum business value. Acting as the central point of accountability for managing partner performance, risk, compliance, and relationship governance, responsibilities include: Onboarding new Authorized Service Providers to ensure compliance with all policies, standards, and procedures; qualifying and validating capabilities of prospective ASPs. Building & managing the relationship with Authorized Service Providers and acting as the primary communication point (SPOC) on service‑related issues, tasks, challenges, and escalations. Tracking compliance with operational KPIs, financials, contract management, processes, skills, staff accreditation, and CSAT. Leading and driving regular business reviews with assigned Authorized Service Providers on compliance, quality, performance, and cost monitoring/tracking. Addressing conflicts, escalations, and issues related to partner performance or compliance and driving remediation plans for governance gaps. Supporting Authorized Service Providers in coordinating training. Collaborating closely with HV internal peers in Sales, Global Customer Success & Support Management, Global Partner Operations, Partnerships & Alliances to meet expectations. Developing, implementing, and maintaining partner governance policies, standards, procedures, KPIs, SLAs, and compliance requirements for partners. Performing other duties as required or directed by management. What you bring to the team Bachelor's degree in Information Technology, Computer Science, Business, or a 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 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 make a 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. Fostering innovation through diverse perspectives Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth. We are committed to building an inclusive culture based on mutual respect and merit‑based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work. How we look after you We help take care of your today and tomorrow with industry‑leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with. We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success. #J-18808-Ljbffr