Service Delivery Manager

• TAC
  
• SLA KPI
  
• 
  
• 
  
• TAC
  
• 
  
• 
  
• 
  
• 
  
• 
  
• Manage and oversee the daytoday operations of the incountry Technical Assistance Centers (TACs)
  
• Deliver services that meet or exceed agreed SLAs and KPIs
  
• Lead mentor and develop a team of technical support engineers
  
• Act as the primary escalation point for complex technical issues and customer concerns
  
• Work with the Japan TAC team to provide regular and shift (if any) support
  
• We provide regular service reviews and reports in both Japanese and English to build and maintain strong relationships with our customers
  
• Implement and improve processes to improve service quality and operational efficiency
  
• Work closely with your Account Manager to identify upsell and crosssell opportunities
  
• Ensures compliance with methodologies processes and quality standards
  
• Facilitate communication between Japanese customers and our various global teams
  

Requirements

• 
  
• TOEIC 900
  
• IT 8 3
  
• IT
  
• ITIL IT
  
• 
  
• 
  
• 
  
• ServiceNow BMC Remedy
  
• ITIL CCNA
  
• 
  
• SLA
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• Bachelors degree in Networking Information Technology or related field
  
• Native Japanese speaker with excellent English skills (TOEIC 900 or above or equivalent)
  
• At least 8 years of experience in IT service delivery or technical support with at least 3 years in a managerial role
  
• Strong technical background with extensive knowledge of IT infrastructure networks and applications
  
• Experience with ITIL frameworks and IT service management best practices
  
• Proven track record in managing technical support teams and improving service quality
  
• Excellent problemsolving and analytical skills
  
• Strong leadership and team management skills
  
• Experience with service management tools (ServiceNow BMC Remedy etc.)
  
• ITIL certification plus CCNA or networking experience is a must
  
• Fluent bilingual communication (Japanese and English) on both technical and business matters
  
• Service delivery management and SLA monitoring
  
• Team Leadership and Performance Management
  
• Incident and problem management
  
• Customer Relationship Management
  
• Process improvement and optimization
  
• Stakeholder management and reporting
  
• Risk Assessment and Mitigation
  
• Vendor Management
  

• TAC
  
• SLA KPI
  
• 
  
• 
  
• TAC
  
• 
  
• 
  
• 
  
• 
  
• 
  
• Manage and oversee the day-to-day operations of the in-country Technical Assistance Centers (TACs)
  
• Deliver services that meet or exceed agreed SLAs and KPIs
  
• Lead, mentor and develop a team of technical support engineers
  
• Act as the primary escalation point for complex technical issues and customer concerns
  
• Work with the Japan TAC team to provide regular and shift (if any) support
  
• We provide regular service reviews and reports in both Japanese and English to build and maintain strong relationships with our customers
  
• Implement and improve processes to improve service quality and operational efficiency
  
• Work closely with your Account Manager to identify up-sell and cross-sell opportunities
  
• Ensures compliance with methodologies, processes and quality standards
  
• Facilitate communication between Japanese customers and our various global teams
  

Requirements

• 
  
• TOEIC 900
  
• IT 8 3
  
• IT
  
• ITIL IT
  
• 
  
• 
  
• 
  
• ServiceNow BMC Remedy
  
• ITIL CCNA
  
• 
  
• SLA
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• 
  
• Bachelor's degree in Networking, Information Technology, or related field
  
• Native Japanese speaker with excellent English skills (TOEIC 900 or above or equivalent)
  
• At least 8 years of experience in IT service delivery or technical support, with at least 3 years in a managerial role
  
• Strong technical background with extensive knowledge of IT infrastructure, networks and applications
  
• Experience with ITIL frameworks and IT service management best practices
  
• Proven track record in managing technical support teams and improving service quality
  
• Excellent problem-solving and analytical skills
  
• Strong leadership and team management skills
  
• Experience with service management tools (ServiceNow, BMC Remedy, etc.)
  
• ITIL certification plus CCNA or networking experience is a must
  
• Fluent bilingual communication (Japanese and English) on both technical and business matters
  
• Service delivery management and SLA monitoring
  
• Team Leadership and Performance Management
  
• Incident and problem management
  
• Customer Relationship Management
  
• Process improvement and optimization
  
• Stakeholder management and reporting
  
• Risk Assessment and Mitigation
  
• Vendor Management