Tasks:
Daily collaboration with customer
Daily collaboration with support team
Escalations management
Review monitor and manage the results of OPS KPIs defined per service
Define and negotiate OPS KPIs if missing or it need to be adjusted
Initiate/define/lead and prioritize the improvements coaching support teams
SLA negotiations
OLA negotiations
Support estimates proposal (in terms of FTE coverage roles etc)
1st line of escalation in escalation matrix
Responsibility for SLAs and all other defined OPS metrics (like MTTR CWT Qos)
Service Transition Leader
ITSM processes (Incident Management Problem Management Fulfillment Requests Change Management)
Collaboration with Engagement Manager
Keeping SDDE up to date
MSR preparing and leading
Regular OPS reporting internal and external
Communication templates
Ensuring high quality of communication (on time proper templates accurate frequency)
Ambassador of Companys Core Values
Leading P1 tickets
Skill matrix up to date
SULU new engagement creation
SULU booking updatesPerform security reviews attestations assessments and serve as a Liaison between various teams and Cybersecurity
E2E implementation of Integrated control framework program.
Requirements
Qualifications:
Japanese Speaking (at least a JapaneseLanguage Proficiency Test N2/N3)
Good understanding of the Customers business and how IT contributes to the delivery of service
ITIL certification
Excellent communication and negotiation skills
Strong knowledge and experience in contract/supplier management
Able to interact successfully with all levels of the Customer and IT Provider organization
Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization s limits (resource budgetary legal etc.)
Benefits
Stable employment. On the market sincetalents currently on board in 7 global sites.
Office as an option model. You can choose to work remotely or in the office.
Flexibility regarding working hours and your preferred form of contract.
Comprehensive online onboarding program with a Buddy from day 1.
Cooperation with toptier engineers and experts.
Certificate training programs.
Upskilling support. Capability development programs Competency Centers knowledge sharing sessions community webinars 110 training opportunities yearly.
Grow as we grow as a company. 76% of our managers are internal promotions.
A diverse inclusive and valuesdriven community.
Autonomy to choose the way you work. We trust your ideas.
Create our community together. Refer your friends to receive bonuses.
Activities to support your wellbeing and health.
Plenty of opportunities to donate to charities and support the environment.
Modern office equipment. Purchased for you or available to borrow depending on your location.
Great Place to Work Certified Employer in the Philippines
Qualifications: Japanese Speaking (at least a Japanese-Language Proficiency Test N2/N3) Good understanding of the Customer's business and how IT contributes to the delivery of service ITIL certification Excellent communication and negotiation skills Strong knowledge and experience in contract/supplier management Able to interact successfully with all levels of the Customer and IT Provider organization Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization s limits (resource, budgetary, legal, etc.)
Service Level Manager - Japanese Speaking
