Japanese with native English speakers or excellent bilingual with JLPT N2/N1 preferred.
Experience Level: More than 5 years
Working Mode: Hybrid
The Service Manager is primarily responsible for the effective day-to-day execution of all project operations within the customer's location in accordance with the ITIL/Prince 2 framework. The main objective is to execute project operations without escalation and increase CSAT and employee engagement. Primarily experienced in managed services (end-user computing), the workforce is also leaning towards automating managed services, with the aim of making resources act as a bridge between offshore and customers.
Detailed job description:
- Proven ability to develop process lifecycle management strategies to manage performance, incidents, problems and changes, and the adoption of new services
- Self-motivated individuals with a proven track record of successfully leading geographically and technologically diverse service management teams
- Knowledge of ITIL infrastructure
- Experience in managing both international and domestic clients through leadership of holding and outsourcing teams
- Ability to build strong relationships across infrastructure operations, architecture/engineering, and project management to ensure the delivery of required services with high-quality outcomes
- Proven ability to assess customer/client needs and approach solutions creatively. Determine and influence the appropriate course of action
- Strong communication skills at all levels within the organization
- Familiarity with tools - Service Now, Remedy, ITSM tools, SharePoint, automation
- We ensure the best customer experience by always providing an excellent level of customer service and maximum availability
- Follow best practices defined for each process, such as updating existing tickets.
- Follow predefined processes in your ITIL environment to diagnose, prioritize, troubleshoot, and resolve incidents when possible, or escalate within service levels as needed.
- Comply with the required standards and document the work performed using the specified systems, processes and/or methods in a timely and accurate manner
- Meet or exceed all internal KPIs
- Ability to effectively communicate and build relationships with customers
- Collaborate with senior colleagues to develop incident, problem, and change management procedures
- Recruit, select, train, assign, schedule, mentor, counsel, and discipline employees
- Communicate your expectations for the job. Plan, monitor, evaluate, and review contributions to work
- Plan and consider compensation measures. Enforcement of Policies and Procedures
- Provide operational information and recommendations for strategic planning and review. Prepare and complete an action plan. Implement standards for production, productivity, quality and customer service. Solve the problem. Full audit. Identify trends
- Creating and Implementing Processes
- Run, develop, and document helpdesk/service desk systems.
- Building an Incident Management Environment
- Plan, create, and implement a trial environment and create checklists/reports
- Stakeholder Management
- Escalation Management
- Endor Management
- Communicate with customers
- Data Analytics & MIS
- Scope drafting and finalization
- Manage the end-to-end lifecycle of the ticketing process
- Proficient in automating MS Excel, PPT and reports, with excellent analytical skills
- Excellent communication skills and excellent English (written and oral)
- Drive the efficiency and effectiveness of your incident management processes
- Monitor the effectiveness of resources and make recommendations for improvement
- Experience in internal and external audits
- Lexible work with rotating shifts
- Ability to work in high-pressure environments
- Experience with project migration is an added advantage
Required Skills:
- Outstanding operational skills with 8~10 years of experience in managing both international and domestic projects
- Have 3~4 years of experience handling internal and external audits without gaps
- Professional communication skills to effectively communicate to a diverse audience
- Effective time management skills, attention to detail and accuracy
- Ability to identify opportunities for process improvement
- Familiarity with Microsoft Office Suite
Preferred Skills:
- Graduates, desired B.Tech/B.E /BCA/MCA
- ITIL Certification: Basic/Intermediate Level IT Infrastructure Library (ITIL) Certification
Work Location : Tokyo
E-mail: Info@tacjob.com
