Manager, Onsite Resources (IT Professional Services)

For 30 years EIRE Systems has provided professional IT Services to multinational corporations operating in Japan. We offer managed IT support outsourcing and consulting services and many of our employees work onsite at our clients offices in and around the Tokyo area to deliver our services to an ever-expanding client-base.

The bilingual Onsite Resources Manager is a strategically important Employee Success/ People Manager role with a primary focus on empowering supporting and engaging our deployed workforce. This is a unique internal leadership role focused on maintaining employee relationships driving standards in service delivery and guiding and supporting career development. A secondary and equally critical function of the role will be engaging with client-side stakeholders to garner feedback on service quality and coordinate cross-functionally to ensure service standards meet and exceed customer expectations.

In performing the role you will be engaged in:

• Monitoring employees needs performance and delivery and aligning these with client expectations.
• Working with HR and Management on issue and conflict resolution.
• Balancing Operational Support pipelines with recruiting priorities.
• Identifying skill gaps and suggesting training/certification paths.
• Spotting and developing up-sell opportunities at client sites and working with internal recruitment and sales teams to execute.
• Working with management to conduct employee annual appraisals.
• Working with HR and management to manage the timely renewal of contracts for staff and clients.
• Working to combine people management with customer success.
• Staff communication and engagement.

Qualifications:

• Bilingual Japanese and English language skill. Ability to confidently engage staff and clients/customers at a professional level using both languages.
• Experience and track-record of success in people management and client services or operations within a staffing consulting or professional services business model
• An IT Solutions technical background is highly advantageous.
• Maturity and professionalism in communications with both customers and employees alike.
• Ability to effectively manage and support people (teams and individual contributors) who perform differing job roles and who are working in multiple locations.

Preferred Traits:

• Empathetic leadership style with a passion for supporting teams.
• Highly organized with strong problem-solving and follow-up capabilities.
• Confident in managing client relationships and representing the company professionally.
• Be comfortable with frequent travel to client sites across Tokyo as needed.