Service Delivery Manager

YOUR TASKS AND RESPONSIBILITIES:

1. Application Operations & Support
Ensure stable operation of business applications (e.g. SAP)
Support resolution of incidents problems and service requests with internal teams and vendors
Monitor performance and escalate issues as needed
Help maintain system stability and service continuity

2. Vendor & Service Management
Collaborate with external service providers (e.g. TCS) to ensure reliable service delivery
Support service reviews (SLA performance incidents changes)
Track performance and drive continuous improvements
Act as a key contact for service-related topics and escalations

3. Application Lifecycle & Change Support
Support applications across their lifecycle
Assist with system changes updates and business-driven projects
Provide operations input on system and service impact
Contribute to improving efficiency and service quality

4. Governance & Compliance
Ensure adherence to IT governance compliance and operational standards
Support audits and maintain transparency in service operations

5. Continuous Improvement & Modernization
Identify opportunities to improve processes reduce manual work and enhance service quality
Support automation and digital initiatives including new technologies (e.g. AI tools)
Contribute to application modernization in line with business needs

WHO YOU ARE:

Qualifications & Experience

• University degree in Computer Science Business Administration Engineering or a related field
• 4 years of experience in IT operations application support or service management
• Basic knowledge of ITSM processes (incident problem change management)
• Understanding of service delivery performance monitoring and SLAs
• Experience working with cross-functional teams and external partners
• Familiarity with enterprise IT systems applications and issue resolution
• Ability to track and improve service performance using metrics/tools
• Exposure to vendor/service provider management and IT service contracts
• Working knowledge of project management methods (Agile/Waterfall) and tools (e.g. Jira)
• General understanding of IT infrastructure integrations and compliance (e.g. GxP)
• Strong communication stakeholder management and problem-solving skills
• Business level English and Business level Japanese (JLPT N2 or above) for non-Japanese candidates
  
  

Preferred Qualifications

• Experience working with SAP or other enterprise applications
• Exposure to service management frameworks such as ITIL
• Familiarity with automation digital tools or AI-enabled solutions in an IT operations context

WHAT BAYER CAN OFFER YOU:

• We offer a competitive a salary package consisting of an annual basic salary and Short-Term Incentive (STI) bonus and top performance award and so on tailored to your role at Bayer
• We provide various special paid day-offs on top of given annual paid vacation days. Also we promote work-life balance by offering employees flexible working hours and home-office arrangements depending on your job nature in alignment with your manager
• We support your professional growth by providing learning and development opportunities through training programs regular feedback and project participations
• At Bayer our employees are welcomed supported and encouraged to reach their full potential. We also embrace and respect diversity by providing an inclusive and fair work environment for all employees
• We provide various attractive corporate benefit programs for all of our valuable employees such as DC pension plan health and medical support by Bayer Health Insurance Association Benefit Club membership and life insurance