Service Delivery Manager

4週間前

Tokyo Thales Full time
Location: Tokyo, JapanThales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.Thales Japan has been present in Japan for more than 40 years and has been responsible for expanding our business as well as supporting the local users. Thales objectives are to be an active and recognised partner for the development of infrastructure in Japan and to cooperate with Japanese companies in the export market for defence, transportation, aerospace, space and security.

JOB DESCRIPTION

FUNCTION: SOLUTION and SERVICE DELIVERY MANAGER (SSDM)

RELATED SERVICE/UNIT: Digital Engineering & Services (DES), Mobile Connectivity Solutions (MCS)

CORE MISSION

She/he delivers the solution in compliance with customer requirements and Thales proposal. She/he manages and drives service delivery projects by ensuring customer satisfaction by being responsible to services delivery in the respect of the Service Level Agreement (SLA), committed time and quality and maximizing the service profitability.

MAIN RESPONSIBILITIES

She/he delivers the solution in compliance with customer requirements and Thales proposal

  • Supporting pre-sales team to perform quotation, schedules and feasibility study.
  • Completing and validating the functional specifications with the customer.
  • Writing the project management plan and making sure of its right monitoring.
  • Managing project risks and related action plans.
  • Managing procurement (in sense of hardware, 3rd party or any other sub contracting means).
  • Managing changes (impacts and scope evolution requested by the customer or up sell) during the project.
  • Reporting internally and externally on project progress and issues (responsible for alerts and escalations).
  • Ensures the configuration management and archival of project artefacts.
  • Delivering projects to customer in performing all related activities (acceptance...).
  • Working with operation team in building the best operational strategy (monitoring, reporting, security, High Availability, performance, etc.).
  • Coordinating the implementation of the content of the Operational Requirements Specification (ORS) document
  • Ensuring handover to the support team or specific internal/external interface.
  • Providing feedback to the Product and Deployment teams with information from the field in order to improve Solution and Services offer.
  • Ensuring practices related to the project are in line with Thales ethics and values.

    • She/he manages the Services Delivery project (Service Management)

  • To manages the transition from project to production (handover)
  • To attend important project milestone reviews to understand project scope and clarify the deliverables status, providing the view of operations/support and final acceptance of the transfer.
  • To provide Operational Requirement and Specification (ORS) to the delivery team.
  • To review the contract (Service Level Agreement), Functional Requirement and Specification (FRS).
  • To ensure that the operation team is ready to deliver the service by go-to-production.
  • To prepare and perform operational kick-off meetings with external stakeholders.
  • To be responsible of the Service Level Agreement (SLA) delivery to the customer.
  • To ensure Thales respects the SLA and to provide this visibility to the customer.
  • To work with Operation engineer and Operation expert to deliver the service defined in SLA.
  • To monitor that the control service deliverables (report, customer communication, platform change ...) are aligned with Thales production processes and market expected quality level.
  • To plan and coordinate preventive maintenance actions regularly (complying with contract or Key Performance Indicator (KPI)) with internal and external stakeholders in order to ensure that the solution is always up, running, and in good conditions.
  • To analyze the current traffic; follow up action Implementation.
  • To Lead Operation engineer / Operation expert to match customer expectations.
  • To make monthly report/meetings, manage escalations, perform action plan follow up.
  • To coordinate when needed all actions on customer platform (change management, project set up, campaign, etc.
  • To support the operation team on communication with customers.
  • To give feedback on backlog and forecast to customer service and finance.
  • Continuously improve the quality of operation.
  • Making sure the team, keeps the customer database up to date.

    • She/he drives the project by ensuring customer satisfaction, committed time and quality, project profitability and Thales interests.

  • To be the main interface and escalation entry point with customers for day-to-day relationship.
  • Growing long-term relationships with customers by continually seeking to increase customer satisfaction and deepen client relationships.
  • Anticipating clients needs and proposing alternative delivery solutions or business solution in cooperation with sales team.
  • Deal with change request from customer in cooperation with sales team. Managing and documenting any change request, help sales to ensure the customer perceive the value of the CR (up-sell).
  • Applying the quality processes and using project management tools deployed in Services departments, in particular
  • Tracking closely the time and costs spent on the project and the Estimate to Completion (ETC)
  • Managing billing milestones within project work breakdown structure (WBS)
  • Managing revenue recognition tasks and milestones within project work breakdown structure (WBS)
  • Freezing the budget on a monthly basis.
  • Determining ways to reduce costs without sacrificing customer satisfaction.
  • Maintaining satisfaction within assigned project team and workload balancing.

    • POSITION REQUIREMENTS

    Professional Experiences

    Must

  • ≥ 3 years as Project Manager/Service Delivery Manager on customer facing cloud-based/en-premises solution project.
  • Excellent customer relationship management / communication.
  • Experience of the operation of hosted solution (ASP service) with SLA.
  • Experience in incident management and change management.
  • Expertise in people management and leadership.
  • Strong organizational skills.
  • Ability to manage and prioritize tasks efficiently.
  • Solid resource planning and problem-solving skills.
  • Readiness to demonstrate a proactive attitude.
  • Experience to work with the multi-national and multi-site environments.
  • Experience of translation on daily basis.
  • Fluent oral and written skills in both English and Japanese.
  • Strong teamwork skills and attention to detail.

    • Plus

  • Working experience with Japanese Mobile Network Operators (MNO).
  • PMP / ITIL certification.
  • Technical knowledge on solution business (e.g. network, high availability, Cloud (AWS, GCP), etc).
  • Technical knowledge on mobile phone applications.
  • Technical knowledge on SIM card.
  • Crisis and Risk management. .

    • Education

  • Bachelor/Master degree in Computer Science/Engineering

    • Language

  • Native Japanese
  • Fluent English
  • Good translation skills from English to Japanese and vice versa.
    • At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now

    • Manager, Delivery Lead

      2週間前

      Tokyo Avanade

      プロジェクトの成功をスケジュールや予算、顧客満足度、納品品質の指標で実現するデリバリーマネジメントの領域へようこそ。 · プロジェクトの推進力となり、リスク管理から顧客との連携まで、多岐にわたる業務を通じて、お客様とアバナードの目標達成に貢献します。日々の成長とともに、プロジェクトの成功へと導く重要な役割を担っていただきます。Together we do what matters.体系的かつ論理的に考え、作業する能力 · 契約条件の理解と解釈 · プロジェクト管理の主要な分野に関する実証済みの理解 · 顧客期待の管理経験 · プロジェクト管理方法、ツール ...

    • Enterprise Service Manager

      6日前

      Tokyo Amazon Web Services Japan GK フルタイム

      AWSプロフェッショナルサービスは、Business及びTechnology両方の観点からお客様の成功を支援するコンサルタント組織です。AWSサービスの深い知識および広範なコンサルティング経験を元に、エンタープライズのお客様のデジタルトランスフォーメーションを支援します。アカウント営業、ソリューションアーキテクト、サポートチームと密に連携し、AWS利用を促進することで、お客様の抱えるビジネス課題やIT課題を解決し、お客様のビジネス実現を支援します。 · アマゾンウェブサービスのプロフェッショナルサービスのエンタープライズサービスマネージャ(ESM)は、A ...

    • Enterprise Service Manager

      2週間前

      Tokyo Amazon Web Services Japan GK フルタイム

      AWSプロフェッショナルサービスは、Business及びTechnology両方の観点からお客様の成功を支援するコンサルタント組織です。AWSサービスの深い知識および広範なコンサルティング経験を元に、エンタープライズのお客様のデジタルトランスフォーメーションを支援します。アカウント営業、ソリューションアーキテクト、サポートチームと密に連携し、AWS利用を促進することで、お客様の抱えるビジネス課題やIT課題を解決し、お客様のビジネス実現を支援します。 · アマゾンウェブサービスのプロフェッショナルサービスのエンタープライズサービスマネージャー(ESM)は、 ...

    • Enterprise Service Manager

      1ヶ月前

      Tokyo Amazon

      · AWSプロフェッショナルサービスは,Business及びTechnology両方の観点からお客様の成功を支援するコンサルタント組織です.AWSサービスの深い知識および広範なコンサルティング経験を元に,エンタープライズのお客様のデジタルトランスフォーメーションを支援します.アカウント営業,ソリューションアーキテクト,サポートチームと密に連携し,AWS利用を促進することで,お客様の抱えるビジネス課題やIT課題を解決し,お客様のビジネス実現を支援します. · アマゾンウェブサービスのプロフェッショナルサービスのエンタープライズサービスマネージャー(ESM ...

    • Senior Manager, Sales, Service Vertical, Amazon Business

      2週間前

      Tokyo Amazon Japan G.K. フルタイム

      Amazon businessは、法人向けの購買ソリューション事業です。Amazonの豊富な品揃えと利便性はそのままに、請求書払いなどの法人・個人事業主のニーズに対応した新しい価値を提供しています。 · Senior Manager, Sales, Service verticalは、サービス産業の大手及び中堅企業を担当する営業チームのマネジメントポジションとなります。担当領域におけるビジネスの拡大とお客様との強力な信頼関係の構築、チームの方針・戦略策定とその実行に責任を持ちます。 · ◆参考: · Key job responsibilities · ...

    • Account Manager, Service Vertical, Amazon Business

      2週間前

      Tokyo Amazon Japan G.K. フルタイム

      Amazon businessは、法人向けの購買ソリューション事業です。Amazonの豊富な品揃えと利便性はそのままに、請求書払いなどの法人・個人事業主のニーズに対応した新しい価値を提供しています。 · Account Manager, Service Verticalは、サービス産業・金融・物流・ITなどの幅広い法人を対象とした営業活動に取り組みます。担当テリトリーの新規開拓を行うとともに、既存クライアントの課題やニーズを把握し、戦略的かつ適切なソリューションを提案することが求められます。ビジネスの拡大とお客様との強力な信頼関係の構築に責任を持ちます。 ...

    • Inside Service Sales Account Manager

      6日前

      Tokyo Waters Corporation Regular jobs.contract_type_full_time

      Responsibilities · 【業務内容】 · 当社製品の保守契約に関わる下記の業務を行います。 · ・保守契約の顧客への提案 · ・保守契約の見積り作成 · ・保守契約に関わる顧客の問い合わせ対応および書類作成業務 · 現在同ポジションには計4名の方が在籍していますが、長期的にご就業できる環境となっています。 · Qualifications · ■ 必須条件: · ・基本的なPCスキル(word文書作成、エクセル処理)、さらにCRMやSAPの使用経験ある方は歓迎いたします · ※実験機器、検査機器をあつかっておりますため、一般生活にな ...

    • Manager, Managed Service Solution Architect/Solutioning

      1週間前

      Tokyo Avanade

      プロジェクトの成功をスケジュールや予算、顧客満足度、納品品質の指標で実現するデリバリーマネジメントの領域へようこそ。 · プロジェクトの推進力となり、リスク管理から顧客との連携まで、多岐にわたる業務を通じて、お客様とアバナードの目標達成に貢献します。日々の成長とともに、プロジェクトの成功へと導く重要な役割を担っていただきます。Together we do what matters.体系的かつ論理的に考え、作業する能力 · 契約条件の理解と解釈 · プロジェクト管理の主要な分野に関する実証済みの理解 · 顧客期待の管理経験 · プロジェクト管理方法、ツール ...

    • Service Delivery Manager

      3日前

      Tokyo TEKsystems

      Job Summary · Service Delivery Manager · Delivery Management · Operations Management · Service Delivery Manager (Bilingual language requirements) · We are currently seeking a Service Delivery Managers to work with our Global clients, in the Automotive Industry and Technology ...

    • Services Customer Delivery Manager

      3週間前

      Chiyoda Lenovo Full time

      Description and Requirements · 【Purpose】 · The purpose of the Services Customer Delivery Manager (CDM) role is to foster, build and maintain a strong relationship between Lenovo and its customers. The CDM understands the needs and preferences of our key customers, ensuring that ...

    • Delivery Manager

      2週間前

      Tokyo Octopus Energy Full time

      As we enter a partnership with a large new client in Tokyo, we're looking for an established Delivery Manager to take ownership of delivery of our portfolio of work, and to help us to mature our delivery culture, processes & practices. If you love making things better for custome ...

    • Service Delivery Manager

      1ヶ月前

      Tokyo Cognizant Technology Solutions OTHER

      · Ensure from onsite/offsite location a smooth execution of all Pharmacovigilance (PV) activities performed · *Including delivery timeline management and quality control. · Ensure a smooth communication between client and onsite, global team. · Be the preferred point of contact ...

    • Service Delivery Management, Administrator

      6日前

      Chiyoda MUFG Full time

      Do you want your voice heard and your actions to count? · Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), the 7th largest financial group in the world. Across the globe, we're 120,000 colleagues, striving to make a difference for every client, organization ...

    • Facility Service Sr. Area Manager, 施設管理部管理課/RME Facilities

      2週間前

      Tokyo Amazon Japan G.K. フルタイム

      Amazonは、何百万の商品をお客様へ提供し続けることによって、世界的に認知度が高く、グローバルリーディングカンパニ—としての地位を確立しています。また、"地球上で最もお客様を大切にする企業"であり続けるため、日々改善と改革を行っており、それらの業務へ貢献できる経験豊富な人材を求めています。 · JCFS(Japan Customer Fulfillment Solutions)とは、AmazonのFulfillment Solutionを追求するオペレーション技術統括本部です。アマゾンジャパンオペレーション業務の中核部門としてオペレーションの各部門を効 ...

    • Associate, People Service Delivery

      4週間前

      Tokyo THE BANK OF NEW YORK MELLON CORPORATION

      Bring your ideas. Make history. · BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or ...

    • Customer Delivery Sr. Manager

      3週間前

      Tokyo Danone

      Short Intro and About the Job · PRIMARY PURPOSE OF THE ROLE : · Secure smooth and cost efficient goods delivery consisting of customer-related supply chain processes, from order taking to customer delivery including invoicing with relevant service level assurance. · AREAS OF RE ...

    • Cloud Service Delivery Manager

      2ヶ月前

      Tokyo Godo Kaisha Amaris Japan/合同会社Amaris Japan

      As a Service Delivery Manager, you will be responsible for: · Account Management: Oversee client accounts, ensuring their satisfaction and addressing their needs. · Contract Management: Handle the contracts of our clients, ensuring they are up-to-date and accurately reflect the a ...

    • Delivery Station Customer Service Associate, Delivery Station Liaison

      3週間前

      Tokyo Amazon Japan G.K. - A43 Full time

      Amazonのミッションは、地球上で最もお客様を大切にする企業になることです。この目標を達成させるために、私たちはお客様からのご注文の遂行やお届け方法の改善を含めたロジスティクス、商品、そしてサービスを拡大しながら革新し、業界最高のカスタマーサポートを提供することでお客様の期待を超えられるよう尽力しています。私たちは今、歴史を作っている最中ですが、さらに喜ばしいことにそれはまだ始まったばかりだということです。Amazonではお客様の代わりに新しい商品やサービスを構築している、賢明で情熱溢れる方たちと共に働くことができます。 · デリバリーステーションのカ ...

    • Customer Support Delivery Manager

      5日前

      Tokyo Celonis

      We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join ...

    • Service Desk Manager

      3週間前

      Tokyo IFS Full time

      Job Description · The Service Desk Manager manages the daily operations of the service desk team, including performance and ensuring customer service standards are maintained and improved. The ideal candidate has excellent interpersonal and situation management skills along with ...