IT Operations Manager

Reporting to :Senior Director IT Japan & Korea
Team :2 Outsourcing Vendors

Who You Are:

The IT Infrastructure & Service Desk Manageris responsible forleading and managing all IT support operations across Corporate Offices Retail StoresData Centers and Remote Users within Japan.

This role oversees the end-to-end delivery of IT Helpdesk services IT infrastructure operations and outsourced support teams ensuring stable secure and efficient technology services for business users and retail operations.

The position serves as the primary escalation point for IT service issues andis responsible formaintaininghigh service levels infrastructure availability operational excellence and continuous improvement across the IT environment.

The successful candidate will work closely with business stakeholders global IT teams vendors and managed service providers to ensure technology services effectively support business growth and operational requirements.

WhatYoullDo:

IT Service Desk Leadership

• Lead and oversee all IT Helpdesk operations supporting Corporate Offices and Retail Stores.

• Ensuretimelyresolution of incidents service requests and escalationswithSLAs.

• Act as the highest operational escalation point for major incidents and business-critical outages.

• Monitor service desk performance through KPIs ticket trends resolution times and customer satisfaction metrics.

• Drive continuous improvement initiatives to enhance user experience and service quality.

• Establish andmaintainsupport processes aligned withITILbest practices.

Infrastructure Operations Management

• Own the operational stability performance and availability of all IT infrastructure environments.

• Manage infrastructure supporting Corporate Offices Retail Stores Warehouses and Distribution Centers and Remote/Mobile Workforce.

• Network infrastructure (LAN WAN Wi-Fiwith Meraki Cloud)

• Servers and cloud platformswith ServiceNow

• End-user computing devices and mobile devicesin Ivanti Management

• Microsoft 365 servicesincluding co-pilot co-work environment

• Printing and collaboration technologies

• Retail store technology platforms

• Coordinate infrastructure upgrades patching hardware refreshes and technology standardization initiatives.

Retail Store Technology Support

• Ensure stable operations of all store technology environments including POS systems payment devices store networking mobile devices digital solutions and store back-office systems.

• Partner with Retail Operations teams to support business continuity and peak trading periods.

• Lead resolution efforts for store-critical incidents to minimize business impact.

• Develop andmaintainstore technology standards and operational procedures.

Vendor & Outsourced Service Management

• Manage outsourced Helpdesk and Infrastructure support providers.

• Establish performance expectations andmonitorvendor SLA compliance.

• Conduct regular service review meetings and performance assessments.

• Ensure vendors deliver high-quality support services while maintaining cost efficiency.

• Manage support contracts renewals and service improvement plans.

Incident Problem & Change Management

• Lead Major Incident Management processes and communications.

• Drive root cause analysis activities for recurring issues.

• Implement corrective and preventive actions to improve service stability.

• Govern Change Management activities to minimize operational risks.

• Ensure proper documentation and adherence to change control procedures.

Infrastructure Projects & Continuous Improvement

• Lead infrastructure-related projects from planning through implementation.

• Collaborate with regional and global IT teams on strategic initiatives.

• Support technology transformation projects including:

• Cloud adoption and Modern Workplace solutions

• Network &Retail technology enhancements

• Identifyopportunities for automation operational efficiency and service optimization.

Security & Compliance

• Ensure infrastructure and support servicescomply withcorporate security standards and policies.

• Partner with Cybersecurity teams to address vulnerabilities and audit findings.

• Support compliance initiatives including PCI DSS and regulatory requirements.

• Ensure endpoints network and user access controls aremaintainedappropriately.

Stakeholder Management

• Build strong relationships with business leaders retail operations teams andglobalstakeholders.

• Communicate service performance risks issues and improvement plans regularly.

• Serve as the primary IT operational liaison between business stakeholders and technology teams.

• Provide executive reporting on service health operational metrics and infrastructure performance.

WhatYoullBring:

Werelooking for someone with the following experience and skills but thesearentset in stone. If you bring something extra to the tablewedlove to hear from you!

• Bachelors degree in information technology Computer Science or related field.

• 5 years of experience inIT InfrastructureService Desk or IT Operations management.

• Proven experience managingIT services acrossmultiple locations.

• Experience supportingboth Retail and Corporate technologyenvironments.

• Experience managing outsourced IT service providers and vendor relationships.

Solid technical knowledge of:

• Strong command of English both verbal and written

• Networking Windows environments Microsoft 365

• Retail technology ecosystems

• Endpoint management and cloud technologies

• Strong analytical problem-solving and decision-making capabilities.

• Excellent communication and stakeholder management skills.

• Experience in retail or consumer-facing industries is preferred