Bilingual Service Manager

• The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process
  

• Conduct Service Management Reviews: In collaboration with key Client stakeholders establish and maintain service management reviews to ensure Client s services and performance are aligned with the Customer s business plans
  
• Coordinate regular contract reviews capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
  

• Maintain visibility of overall Customer health ensuring regular reviews with key stakeholders to care for any red flag issues benchmarking on future opportunities and overall compliance of the contract
  
• Manage Customer enablement duties such as provider portal overview training access requests and ongoing Customer needs
  

• Manage Service Level assessment reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance delivery and finance for recommendations and service improvement plans when warranted
  
• Review Key Performance Indicators (KPIs) and provide action plans when necessary
  
• In tandem with Operations and Service Delivery and the Customer continue to seek areas for process enhancements streamlining and driving improved performance collectively
  
• Identify ongoing benefits opportunities and innovation for continual service improvement
  

• Provide accurate timely and professional reports to senior management for historical analysis account status and forecasting purposes
  
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
  
• Participate in business meetings and general inputs in daytoday improvements
  

Requirements

• Minimum Bachelor s or equivalent degree
  
• 23 years of related service management experience
  
• Preferred ITIL V3/v4 certification
  
• CISCO CSM
  
• Japanese (native level) English (Verbal and Written)
  
• MS Suite Power Point Excel Outlook Word Teams
  
• Strong organizational presentation and problemsolving skills
  
• Business and Financial acumen
  
• Ability to communicate with multiple levels of leadership
  
• Demonstrated skills in Microsoft Office product suite including PowerPoint Excel & Word
  
• Telecommunications knowledge/experience preferred
  

• The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process
  

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client s services and performance are aligned with the Customer s business plans
  
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
  

• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract
  
• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs
  

• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted
  
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary
  
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively
  
• Identify ongoing benefits, opportunities, and innovation for continual service improvement
  

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes
  
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested
  
• Participate in business meetings and general inputs in day-to-day improvements
  

Requirements

• Minimum Bachelor s or equivalent degree
  
• 2-3 years of related service management experience
  
• Preferred ITIL V3/v4 certification
  
• CISCO CSM
  
• Japanese (native level), English (Verbal and Written)
  
• MS Suite, Power Point, Excel, Outlook, Word, Teams
  
• Strong organizational, presentation, and problem-solving skills
  
• Business and Financial acumen
  
• Ability to communicate with multiple levels of leadership
  
• Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word
  
• Telecommunications knowledge/experience preferred