The position is responsible for providing 1st level services of Optimal Path for our clients.
The focus is to deliver high-quality and stabilized technology service to our client's businesses, Their client and the end users who subscribe to their services. The position would cover a range of IT services; however, the first priority is to be the SDM for the Optimal Path, which is our clients device diagnostic service.
Essential Duties and Responsibilities:
A service delivery manager identifies a client’s needs and oversees the delivery of the services within the context of the business. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner.
Define and build consensus on KPI of services with client
Provide periodical, at least monthly, service report to client with KPI
Report promptly to management and clients regarding critical outages until resolution.
Regular discussion and follow up production issues with in country and offshore support teams to determine remediation and prevent reoccurrence for clients.
Interact with infrastructure, release management, change management, DBA, front office and back office application teams.
Arrange, assign, adjust, and monitor shifts to have appropriate coverage for 365 days operations, including weekends and holidays.
Assist in support hours of operation and off hour production emergencies.
Develop relations with business users, local and global support teams.
Implement and review of production operation procedures, policies and documentation for client.
Essential Skills and Experience
Have a passion for providing excellent customer service
Experience in distributed, multi-national, multi-lingual, and multi-cultural corporate environments; Fluent in both Japanese and English.
Good analytical and communication skills
Good interpersonal, communications, organizational and time management skills
Ability to maintain ownership and manage tasks from beginning to end
Experience in creating documents (ex, Monthly Service Report , Incident Report) in both Japanese and English.
ITIL Training or Foundation Certification
University degree, or equivalent, in computer science, engineering, or related fields; A minimum 5 years of professional experience in IT.
Basic Knowledge of the following technology: MS Windows, Red Hat Linux, Citrix, DNS, NFS, AD, TCP/IP, VMWare, MS Clustering, Load balancing technology.
Basic Knowledge of AWS and MS Azure
Programming/scripting for automation
Software Development Life-Cycle Processes
Knowledge and theory of principles for project management
Potentially work on shift with other team member to cover 365 days service delivery
Occasional need to travel within Japan
Requires to work weekend and holidays when needed for service continuity
Occasionally need to work off business hours.
Requires Native level Japanese and Business level English
People Management Role?
Roppongi 1 Chome HQ, Call Center, Logistics Center