Service Delivery Lead
Our client is a leading digital innovation hub driving transformation across their network of businesses. They collaborate with global member teams to create shared digital platforms and next-generation solutions that accelerate business transformation for their sister companies, and by extension, for clients worldwide.
Their teams bring together experts in AI, cloud, blockchain, IoT, and data science. Together, they develop and manage digital tools that power all sorts of professional services, including auditing, tax, and advisory services.
About the Role
The Service Management Lead will take charge of service operations, ensuring stable performance, continuous improvement, and outstanding user satisfaction. This leader will oversee both the daily health of mission-critical solutions and the professional development of the operations team.
Key responsibilities include:
- Leading and mentoring a small multi-skilled service management team.
- Designing and optimizing ITIL-based processes across incident, problem, change, and release management.
- Defining and monitoring SLA/KPIs while driving continuous service improvement.
- Overseeing system monitoring, help desk operations, and outage response.
- Coordinating reports and communication with key stakeholders across tech (development, infrastructure), and business functions.
Requirements
- 5+ years of hands-on IT service management experience.
- 4+ years in team or project management.
- Strong knowledge of IT infrastructure (network, servers, cloud platforms).
- Incident management experience
- Experience setting up new processes, either in a start-up environment, or other business situation.
- Fluent Japanese (N1+) and business-level English (TOEIC 850+ or equivalent).
Preferred
- ITIL certification
- Experience with ServiceNow/Zabbix
- Cloud credentials (AWS, Azure, GCP)
- Global/multicultural team experience.
What's on offer
They offer a flexible and inclusive work environment that values innovation and collaboration. Employees enjoy hybrid work options, flextime, comprehensive health and social benefits, and a strong culture of learning. The company encourages career growth through certification programs, cross-functional projects, and opportunities to work with advanced technologies in a global network committed to digital transformation.
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