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Updated 2023-03-29
Activated 2023-03-28

IT Service Manager

  • Employer
  • Manager Level
  • Less Than 20 Hours of Overtime
  • Five Days Workweek
  • Language Skills
  • English Language Skills
  • Major Company
  • Global Company
  • Experience Welcome
Company Name

Ahead Group

Job Type
Ahead Group
IT (Other) - Other
Industry IT Consulting
Location Asia Japan Tokyo

Job Description Permanent / ¥11,000,000 ~ ¥14,000,000 / Native Japanese / Fluent English

Job Description

The customer is the focus of everything we do, and millions of end users rely on our products daily. We believe in the value of empowering Manager, IT Service Management(ITSM) with the resources to solve critical problems for the future of our business, which is why we need you.

Manager, IT Service Management (ITSM)

The management of ITSM Operations follows the ITIL-based global level company processes Including Service Level Management, Reporting, etc.

ITSM Manager is a professional responsible for ensuring that the IT services organization adheres to ITIL standards and its best practices. ITSM Manager creates, trains, performs tracking and reports on ITIL processes. An ITSM Manager works across all the functional areas within the IT and ensures processes are implemented, followed and aligned with business needs. The role of ITSM Manager comes with the responsibility of ensuring execution and continual improvement of service management policies and processes.

Purpose of the Job

This role has an overall accountability of IT Service Management Operation (Incident and Problem Management, and related functions – exclude Change and Release), Configuration Management, Service Level Management, Metrics and Reports preparations and ServiceNow Development/Support along with any other ITSM Tool Management across MLJ IT services. The role is responsible for ensuring smooth ITSM Operation that meets the agreed business demand at the quality required and service levels, delivering business value in a cost-effective and timely manner and a service that fulfills MLJ’s requirements.

Primary Responsibilities

- Incident Management: Management of Japan's local IT Incident Management Operations as per the defined MLJ Standard.
- Problem Management: Management of Japan's local IT Problem Management Operations as per the defined MLJ Standard.
- Additionally, work with the Asia region to manage Critical and High priority incidents and problems.
- Configuration Management: Responsible for executing MLJ’s IT Configuration Management process as well as custodian of the CMDB data collected and maintained. Responsible for defining criteria and making changes to CMDB automation to get the right dataset from Tool.
- ITSM Tool Management: Management of Service of any other Tool (besides ServiceNow) that is solely used by the ITSM team.
- Service Level Management: Owner of standards for Service Level Management that agreed with business owners. Design criteria for measurement of various service levels. Provides periodic reporting of service levels and reviews with key partners on their performance.
- Metrics and Reporting: Responsible for producing various standard Metrics and Report with respect to service Management Operation for Senior management and IT teams. Management of any reporting requirement by IT Leadership team on a recurring or ad-hoc basis.

Key Performance Indicators

Success in this role will be measured through a balance of quantitative and qualitative performance measures / KPIs that are aligned to the company and IT goals. These will form part of your annual objectives.

Desired Experience

- Significant experience in IT Service Management Operation, preferably within the Financial business domain.
- A strong background and thorough understanding of the IT Service Environment.
- Ability to work within a commercial framework and develop and deliver services to service level and cost parameters.
- Leadership skills with the ability to motivate, engage and drive high performance from large teams.
- Excellent people management skills with the ability to guide, coach and develop team members.
- Ability to communicate effectively with people at all organizational levels.
- Excellent stakeholder management skills with the ability to inform, influence and engage with a broad range of groups.
- Excellent conflict management skills.
Lead data-driven operation and improve data quality continuously on IT Service Management.
- Delivery and outcome-oriented with a strong customer focus.

Additional Capabilities

- Awareness and focus on value to customers.
- Operating in a Global IT environment.
- High level of influencing skills within a matrix environment.

Leadership Competencies

- Business Insight: Applying knowledge of business and the marketplace to advance the organization’s goals.
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
- Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.
- Out-of-box thinking: Creating new and better ways for the organization to be successful.
- Plans and Aligns: Planning and prioritizing work to meet commitments aligned with our goals.
- Ensures Accountability: Holding self and others accountable to meet commitments.
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
- Building Effective Teams: Building strong identity teams that apply their diverse skills and perspectives to achieve common goals.
- Develops Talent: Developing people to meet both their career goals and our goals.
- Drives Engagement: Creating a climate where people are motivated to do their best to help the organization achieve its objective.
- Demonstrates Self-Awareness: Using a combination of feedback and reflection to gain productive insights into personal strengths and weaknesses.


• ITIL Foundation/Expert

Language Capabilities

• Excellent written and verbal ability (Both English and Japanese)

Additional Information

It is expected that you will:
- Carry out these responsibilities within the operation and process frameworks that apply at MLJ.
- Work together with all your key stakeholders (IT and business). A part of your annual performance review will be based on input from your key stakeholders.
- Exemplify the IT Service Management and Leadership Competencies – this will be a key part of your annual development planning cycle.
Company Info Measures against passive smoking.
English Level Fluent (TOEIC 865-)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 11000K - JPY 14000K   
Other Salary
Social Insurance
Commuting/ Transportation Allowance
Holidays Five-Day Workweek
Paid Holidays

Please apply from here


This posting is managed by:

Ahead Group

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