To lead and manage the Service Delivery function for Japan and South Korea, ensuring the highest standards of customer service, operational excellence, and client satisfaction. The role is pivotal in driving successful implementations, maintaining strong client relationships, and supporting business growth within the region.
Duties and Responsibilities
- Lead, develop, and manage the regional service delivery team, including recruitment, onboarding, and ongoing training of service delivery specialists.
- Define and implement service delivery standards and best practices to ensure consistent, high-quality support across all client engagements.
- Oversee and manage implementation projects from initiation to completion, ensuring timely delivery, budget adherence, and alignment with customer expectations.
- Maintain optimal resource allocation and skill levels to meet current and future service demands, while identifying and promoting new revenue opportunities.
- Serve as the primary point of contact for client relationship management, ensuring high satisfaction levels and acting as a trusted advisor to clients.
- Represent HRS in Japan and South Korea markets, advocating for client needs while aligning with company goals.
- Collaborate with Sales and Marketing teams to support business development initiatives, including client acquisition and expansion opportunities.
- Any other duties as assigned by the Immediate Supervisor or Management
Job Requirements
- Bachelor's degree or higher in Computer Science or Hospitality
- Experience in IT service delivery for the hospitality industry is essential
- Minimum 5 years of experience in the installation & configuration of Hospitality PMS, POS products, together with the associated customer training.
- Experience of working with competitive hospitality products including PMS and Spa systems; management experience in the hospitality industry is desirable.
- Familiar with Oracle PL/SQL. Professional certification is preferable.
- Possess strong analytical skills to identify cause of issues & recommend solutions
- Familiar with Project Management skill. Professional certification is preferable.
- Professional work ethics and strong leadership ability
- Excellent communication and entrepreneurial skills
- Driven personality with a business savvy mindset
- Able to travel extensively within your region and be away from home extensively.
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