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Updated 2024-04-09
Activated 2024-03-22

Service Delivery Manager Tokyo Job

  • Recruiter
  • Executive Level
  • Women Welcome
  • Reduced Work-Hours
  • Five Days Workweek
  • English Language Skills
  • Foreign Affiliated Company
  • Publicly Listed Company
  • Urgent Hiring
  • Global Company
  • Experience Welcome
This posting is managed by: Fidel Consulting KK
Company Name Company is not publicly visible
Job Type
Fidel Consulting KK
IT (PC, Web, Unix) - Database SE
Executive - Manager (Administration)
IT (Mainframe) - Application SE
Location Asia Japan Tokyo

Job Description 15+ years of IT experience in Application / Infrastructure platform support with Incident, change and Problem Management in a Service Operations lead role
Good experience in SLA adherence, ticket management, Escalation and Notification management
Follow-ups and mitigation of incidents until resolution adhering to the agreed process & SOPs.
Experience in ITSM following ITIL Framework and Methodologies with best practices to deliver under SLA targets.
ITIL foundation certification preferred
Takes ownership of every open ticket, drives them from New to Completion maintaining the ticket health and quality aspects
Monitor & report and manage Service Metrics, KPI’s of the service provider
Prioritizing Incidents depending on the impact to operations/business.
Experience in Handling P1, P2 and P3/P4 Issues, bridge calls, Impact Communications ( notification & escalation)
Ensuring Effective, Timely and regular communication/updates are going out on ongoing issues/tickets.
Generate status reports/consolidate IM reports to the Sr IT Service Ops
 Handle the escalations accordingly to the respective Tech Teams.
People manage the shift engineers on load distribution, work on hand, backlog management
Responsible and oversee the shift handoffs between shift managers from one shift to another
Track and report shift engineers unavailability and report to Tech leads / SDMs
Drive and lead operational meetings with the Tech Leads to discuss service improvements areas and drive continual service improvements
  Provide regular feedback on performance review of the team members
Propose, drive, and implement initiatives within the support organization to maximize the End user satisfaction.
Cross team collaboration initiatives
Perform regular ticket audit and identify gaps in ticket quality aspects
 Ensuring people are logging correct time on tickets those are being worked for the correct utilization reports and effective delivery.
Clarification of service independent questions regarding solved / not solved Incidents / changes / Service requests / problems
Backlog Management: Check regularly (several times in a week) all open tickets and drive them for closure
Excellent verbal and written communication skills
Japanese Language: Japanese (N2 and above), Business level English.
Company Info This company is a leading foreign-affiliated solutions and services provider in the information, communications, and technology (ICT) industry. With over 130,000 employees in 90 countries, they provide innovative IT solutions to nearly 1000 global customers, including Fortune 500 companies.

Measures against passive smoking】

No smoking indoors allowed
English Level Business Conversation Level (TOEIC 735-860)
Japanese Level Business Level(JLPT Level 2 or N2)
Salary JPY - Japanese Yen JPY 12000K - JPY 15000K   
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Service Delivery Manager Tokyo Job

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