Japan Service Delivery Manager
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Job Summary
We are looking for a Japan Service Delivery Manager responsible for ensuring the successful delivery of IT Infrastructure Managed Services for the Japan business. The role will act as the primary interface between customer stakeholders service tower leaders vendors and the global delivery organization while providing local leadership and operational governance across infrastructure domains.
Job Responsibilities:
Customer Relationship Management
Serve as the primary point of contact for customer stakeholders within Japan for all service delivery matters.
Develop and maintain trusted relationships with business leaders technology stakeholders and service owners.
Facilitate regular service reviews governance meetings operational updates and executive reporting sessions.
Ensure customer priorities business requirements and operational concerns are appropriately represented within the delivery organization.
Drive customer satisfaction and promote a culture of service excellence.
Service Delivery Governance
Govern end-to-end service delivery across all infrastructure towers and support functions.
Monitor service performance against SLAs OLAs KPIs and contractual commitments.
Lead monthly operational reviews service improvement reviews and governance forums.
Provide visibility into service health operational risks performance trends and improvement opportunities.
Ensure compliance with agreed governance processes and reporting requirements.
Operational Service Management
Oversee Incident Problem Change Service Request Availability Capacity and Major Incident Management activities.
Coordinate resolution of high-priority incidents and business-critical service disruptions.
Ensure root cause analysis and corrective actions are completed for recurring or major service issues.
Drive proactive service management practices utilising operational analytics and service intelligence.
Collaborate across service towers to maintain end-to-end service accountability.
Transition & Transformation Leadership
Support transition activities associated with service onboarding knowledge transfer and operational readiness programs.
Ensure successful adoption of new service delivery processes tools and operating models.
Drive transformation initiatives involving automation AI-enabled operations self-service capabilities and service modernization.
Track transformation milestones and ensure business outcomes are achieved.
Facilitate change management activities across customer and delivery teams.
Risk Compliance & Service Resilience
Identify and manage operational risks impacting service delivery.
Ensure compliance with security regulatory audit and governance requirements.
Support business continuity disaster recovery and operational resilience activities.
Maintain visibility of service risks and remediation activities.
Ensure operational readiness for audits inspections and governance reviews.
Financial & Commercial Oversight
Support service financial management forecasting and operational reporting.
Monitor service delivery costs and identify efficiency opportunities.
Assist with contract governance service reporting and commercial reviews.
Ensure service delivery activities align with agreed commercial commitments.
Education:
Bachelors degree in Information Technology Computer Science Engineering Business Management or a related discipline.
Professional Experience:
8-12 years of experience in IT Service Delivery Managed Services Infrastructure Operations or Technology Support environments.
Minimum 5 years of experience managing enterprise service delivery within complex infrastructure environments.
Experience working with global delivery models and geographically distributed delivery teams.
Proven track record of managing customer relationships and service performance within a multi-vendor environment.
Experience supporting infrastructure transformation transition or modernization programs.
Technical & Service Management Expertise:
Strong understanding of IT Service Management (ITSM) frameworks and practices.
Hands-on experience managing Incident Problem Change Request and Major Incident processes.
Knowledge of enterprise infrastructure services.
Experience with service management tools such as ServiceNow and operational reporting platforms.
Understanding of automation analytics AI-enabled operations and modern managed service delivery models.
Familiarity with governance supplier management and service integration practices.
Leadership & Business Skills:
Excellent customer-facing communication and stakeholder management skills.
Strong facilitation and presentation capabilities particularly with executive and senior management audiences.
Proven ability to manage priorities within high-pressure service delivery environments.
Strong problem-solving analytical and decision-making skills.
Ability to collaborate effectively across cross-functional multicultural and globally distributed teams.
Strong negotiation conflict resolution and relationship management skills.
Language Requirements:
Fluent Japanese (business-level speaking reading and writing).
Strong English communication skills to support collaboration with offshore and global delivery teams.
Ability to translate business and operational requirements between local and global stakeholders.
Preferred certifications include:
ITIL Foundation Managing Professional or Strategic Leader certification.
PMP PRINCE2 or equivalent project management certification.
SIAM Foundation or Professional certification.
ServiceNow certification preferred.
Microsoft Azure AWS or other cloud certifications advantageous.
Lean Six Sigma certification preferred.
Required Skills:
We are looking for a Japan Service Delivery Manager responsible for ensuring the successful delivery of IT Infrastructure Managed Services for the Japan business. The role will act as the primary interface between customer stakeholders service tower leaders vendors and the global delivery organization while providing local leadership and operational governance across infrastructure domains. Job Responsibilities: Customer Relationship Management Serve as the primary point of contact for customer stakeholders within Japan for all service delivery matters. Develop and maintain trusted relationships with business leaders technology stakeholders and service owners. Facilitate regular service reviews governance meetings operational updates and executive reporting sessions. Ensure customer priorities business requirements and operational concerns are appropriately represented within the delivery organization. Drive customer satisfaction and promote a culture of service excellence. Service Delivery Governance Govern end-to-end service delivery across all infrastructure towers and support functions. Monitor service performance against SLAs OLAs KPIs and contractual commitments. Lead monthly operational reviews service improvement reviews and governance forums. Provide visibility into service health operational risks performance trends and improvement opportunities. Ensure compliance with agreed governance processes and reporting requirements. Operational Service Management Oversee Incident Problem Change Service Request Availability Capacity and Major Incident Management activities. Coordinate resolution of high-priority incidents and business-critical service disruptions. Ensure root cause analysis and corrective actions are completed for recurring or major service issues. Drive proactive service management practices utilising operational analytics and service intelligence. Collaborate across service towers to maintain end-to-end service accountability. Transition & Transformation Leadership Support transition activities associated with service onboarding knowledge transfer and operational readiness programs. Ensure successful adoption of new service delivery processes tools and operating models. Drive transformation initiatives involving automation AI-enabled operations self-service capabilities and service modernization. Track transformation milestones and ensure business outcomes are achieved. Facilitate change management activities across customer and delivery teams. Risk Compliance & Service Resilience Identify and manage operational risks impacting service delivery. Ensure compliance with security regulatory audit and governance requirements. Support business continuity disaster recovery and operational resilience activities. Maintain visibility of service risks and remediation activities. Ensure operational readiness for audits inspections and governance reviews. Financial & Commercial Oversight Support service financial management forecasting and operational reporting. Monitor service delivery costs and identify efficiency opportunities. Assist with contract governance service reporting and commercial reviews. Ensure service delivery activities align with agreed commercial commitments. Education: Bachelors degree in Information Technology Computer Science Engineering Business Management or a related discipline. Professional Experience: 8-12 years of experience in IT Service Delivery Managed Services Infrastructure Operations or Technology Support environments. Minimum 5 years of experience managing enterprise service delivery within complex infrastructure environments. Experience working with global delivery models and geographically distributed delivery teams. Proven track record of managing customer relationships and service performance within a multi-vendor environment. Experience supporting infrastructure transformation transition or modernization programs. Technical & Service Management Expertise: Strong understanding of IT Service Management (ITSM) frameworks and practices. Hands-on experience managing Incident Problem Change Request and Major Incident processes. Knowledge of enterprise infrastructure services. Experience with service management tools such as ServiceNow and operational reporting platforms. Understanding of automation analytics AI-enabled operations and modern managed service delivery models. Familiarity with governance supplier management and service integration practices. Leadership & Business Skills: Excellent customer-facing communication and stakeholder management skills. Strong facilitation and presentation capabilities particularly with executive and senior management audiences. Proven ability to manage priorities within high-pressure service delivery environments. Strong problem-solving analytical and decision-making skills. Ability to collaborate effectively across cross-functional multicultural and globally distributed teams. Strong negotiation conflict resolution and relationship management skills. Language Requirements: Fluent Japanese (business-level speaking reading and writing). Strong English communication skills to support collaboration with offshore and global delivery teams. Ability to translate business and operational requirements between local and global stakeholders. Preferred certifications include: ITIL Foundation Managing Professional or Strategic Leader certification. PMP PRINCE2 or equivalent project management certification. SIAM Foundation or Professional certification. ServiceNow certification preferred. Microsoft Azure AWS or other cloud certifications advantageous. Lean Six Sigma certification preferred.
Required Education:
Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field.
