Consultant, Client Relationship Management

3週間前

Tokyo Dell Technologies Japan Inc. (JP10) Full time

Description

:

• Actively manage, plan, prioritize, and follow-up on all phases of project work and change requests ensuring that personnel efforts are focused on business priorities.

• Lead a team to manage and monitor all elements of infrastructure managed service operations proactively to ensure availability and stability of the IT infrastructure supporting clients' core business.

• Ensure that the expectations of the designated clients with respect to services provided by the Technology organization are managed appropriately.

• Report on program performance at local and global levels (have the ability to effectively communicate factual information to project team, executives project stakeholders)

• Develop and enhance relationships with clients, actively managing expectations & monitoring satisfaction levels.

• Act as the Single Point Of Contact (SPOC) to provide support and advice to client.

• Act as the escalation point to high priority support calls / service requests.

• Manage critical incident and user communications to key stakeholders.

• Improve Service Quality and Customer Satisfaction, implement service improvement initiatives.

• Monitor and execute Global IT policies, security and standards.

• Experience in budgeting, finance analysis and forecasting.

Desired Skills and qualifications:

• Excellent Japanese and English written and verbal communication skills.

• Minimum 6+ years of experience progressively responsible experience in technology service/support management, preferably in IT infrastructure as a service project of high complexity with international team cooperation.

• Experience in architecting the Technology infrastructure via understanding of on-premises and cloud-based infrastructure components.

• Experience in creating, implementing and Service Management policies and their underpinning workflows.

• Good understanding of IT service management tools such as ServiceNow, Remedy, Jira, Confluence.

• ITIL v4 certification is preferred.

仕事内容:


•チームを率いて、お客様のコアビジネスをサポートするITインフラの可用性と安定性を確保するために、インフラ管理サービスオペレーションのすべての要素を積極的に管理および監視。プロジェクト業務のすべての段階を責任をもって管理、計画、優先順位付け、フォローアップし、チームの取り組みがお客様ビジネスの優先事項に沿っていること、また、技術組織がお客様の期待するサービスを適切に提供できているかを常に確認します。


•ローカルおよびグローバルレベルでプログラムのパフォーマンスについて報告します(プロジェクトチーム、幹部プロジェクト関係者に事実情報を効果的に伝達する能力を有します)


• お客様にサポートとアドバイスを提供するための単一の連絡窓口(SPOC)として行動し、 お客様との関係を発展させ、期待を積極的に管理し、満足度レベルを監視します。高優先度のサポートコール/サービスリクエストへのエスカレーションポイントでもあります。


•主要なステークホルダーへの重要なインシデントおよびユーザーコミュニケーションを管理します。


•サービス品質と顧客満足度を向上させ、サービス改善イニシアチブを実装します。


•グローバルITポリシー、セキュリティ、および標準を監視および実行します。


•予算編成、財務分析、予測も実施します。

必要スキルと資格:


• 情報技術関連の学士号を取得していること。


• 優れた日本語と英語の文章および口頭コミュニケーションスキルを有していること。


• 技術サービス/サポート管理における6年以上の経験があり、特に国際チームとの協力を要する高度な複雑性のITインフラストラクチャサービスプロジェクトで段階的に責任ある経験があること。


• オンプレミスおよびクラウドベースのインフラストラクチャコンポーネントを理解し、テクノロジーインフラストラクチャの設計経験があること。


• サービス管理ポリシーの作成、実装、およびその基盤となるワークフローの経験があること。


• ServiceNow、Remedy、Jira、ConfluenceなどのITサービス管理ツールについての理解があること。


• ITIL v4 認定を持っている方は優先的に考慮します。

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