Service Level Manager - Japanese Speaking

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.)