Language:
Business level Japanese &English
Location:
Kudanshita Chiyoda Ku in Tokyo
Key Responsibilities – list what the person will be doing on a day to day basis:
1.
Service Management:
- Oversee daytoday operations of customer and workplace services across the region.
- Manage the delivery of enduser computing services, ensuring timely resolution of issues and service requests.
- Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.
- Ensure adherence to ITIL standards and other best practices in service management.
Team Leadership:
- Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.
- Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.
- Coordinate with HR for hiring, training, and professional development of team members.
Customer Satisfaction:
- Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.
- Proactively gather feedback from endusers to assess satisfaction levels and identify areas for improvement.
- Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
Business Continuity:
- Develop and implement strategies to ensure business continuity and minimize service disruptions.
- Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.
- Ensure all sites are compliant with security policies and disaster recovery procedures.
Project Management:
- Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.
- Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.
- Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
Vendor Management:
- Liaise with external vendors and service providers to ensure the quality of thirdparty services.
- Negotiate contracts and manage vendor relationships to optimize service delivery and costeffectiveness.
Reporting & Documentation:
- Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.
- Maintain accurate documentation of processes, procedures, and service agreements.
Qualifications:
Bachelor's degree in Information Technology, Business Administration, or related field.
- 5+ years of experience in IT service management, with a focus on enduser computing and workplace services.
- Proven experience in managing teams across multiple sites.
- Strong understanding of ITIL framework and service management principles.
- Excellent communication, leadership, and interpersonal skills.
- Ability to manage multiple priorities in a fastpaced environment.
- Strong analytical and problemsolving skills.
- Experience with project management tools and methodologies.
- Familiarity with workplace technology trends and innovations.
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