Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
Tailor your resume to this Fixed-term contract - Service Desk Shift Lead role.
Rezi rewrites your resume against Capgemini's job description. Free.
Tailor your resume to this Fixed-term contract - Service Desk Shift Lead role.
Rezi rewrites your resume against Capgemini's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Fixed-term contract - Service Desk Shift Lead posting at Capgemini — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Fixed-term contract - Service Desk Shift Lead posting at Capgemini — free, in seconds.
About the Role
We are seeking a bilingual Service Desk Shift Leader for our Japan-based L1 Service Desk. This role focuses on people leadership, operational control, service quality, client communication, and continuous improvement, ensuring the stability, compliance, and development of the Japan team while maintaining a consistent user experience and effective collaboration with global hubs.
Responsibilities
- Monitor team SLAs, KPIs, queue, call flows, ticket ageing, backlog, availability, and quality indicators to ensure delivery against contractual targets.
- Provide the team with necessary staffing, guidance, priorities, tools, and working conditions to meet service targets.
- Identify performance gaps, analyze root causes, define corrective actions, and track their completion and effectiveness.
- Anticipate risks before they impact users, contractual commitments, service continuity, or client confidence.
- Maintain effective shift handovers, ensuring accurate transfer of important events, pending actions, risks, and priorities.
- Remain accountable for the complete Japan service, including delegated activities.
- Lead, coach, and motivate team members through regular individual and team interactions.
- Set clear objectives and expectations, follow up on performance, and address gaps promptly and fairly.
- Ensure team members receive timely information, feedback, support, and development opportunities.
- Manage attendance, leave, working patterns, office presence, rota coverage, and replacement needs according to local rules and project requirements.
- Identify training and competency gaps, maintain skills coverage, and organize cross-training, shadowing, and knowledge transfer.
- Manage onboarding and offboarding rigorously, including access, assets, documentation, training, readiness checks, and handover.
- Listen to feedback without retaliation, manage conflicts constructively, and escalate employee-relations topics through proper channels.
- Communicate with the team, management, and client stakeholders professionally, calmly, factually, and respectfully.
- Ensure instructions, changes, and unexpected situations are communicated early, clearly, and through appropriate channels, verifying expected actions are understood and completed.
- Respond to emails and chats in a timely manner and set the communication standard for the team.
- Escalate risks, service issues, staffing gaps, security concerns, and potential client-impacting situations immediately.
- Provide concise and reliable daily, weekly, and monthly updates, including status, risks, decisions required, actions, owners, and due dates.
- Develop and maintain effective relationships with Japan stakeholders, the wider Richemont ecosystem, global Service Desk hubs, and Capgemini leadership.
- Protect and rebuild client trust through transparent communication, predictable follow-up, and evidence-based reporting.
- Ensure strict adherence to approved processes, work instructions, security requirements, data-protection rules, and company policies.
- Apply effective quality controls, including the four-eyes principle for sensitive or manually prepared communications and transactions.
- Monitor ticket and contact quality, including accuracy, troubleshooting, worklogs, categorization, routing, user communication, and closure quality.
- Investigate recurring errors, compliance deviations, and quality failures; perform or coordinate root-cause analysis and ensure sustainable corrective actions.
- Ensure all security or potential data-leakage concerns are escalated immediately through correct channels.
- Ensure proper and timely use of ServiceNow, Genesys, time-recording, learning, performance, quality, and workforce-management tools.
- Maintain an accurate rota and coverage plan aligned with service needs, local requirements, planned leave, and backup arrangements.
- Monitor attendance, login status, technical issues, and tool availability, and coordinate resolution of blockers.
- Maintain controlled and accessible project documentation, trackers, procedures, contact lists, training records, and management reports.
- Lead daily operational reviews and contribute actively to weekly and monthly governance meetings.
- Provide reliable data and clear operational commentary; validate figures before communicating them to stakeholders.
- Maintain a risk, issue, and action view for the Japan service, with clear ownership and timely escalation.
- Identify automation, shift-left, knowledge-management, and process-improvement opportunities without weakening compliance or operational control.
- Coordinate improvement plans with global teams and verify benefits after implementation.
Requirements
- Native-level Japanese and business-level English, both written and verbal.
- Proven experience leading a customer-facing Service Desk or IT support team in an international environment.
- Strong people-management skills, including coaching, performance follow-up, conflict management, motivation, and team wellbeing.
- Ability to manage with limited supervision, remain effective under pressure, and meet tight deadlines.
- Excellent interpersonal and communication skills across all levels, with a calm, factual, and politically appropriate approach.
- Strong operational management capability, including SLA/KPI monitoring, workforce planning, queue management, quality control, risk management, and reporting.
- Solid knowledge of incident, request, escalation, knowledge, and access-management processes in an ITIL-oriented environment.
- Working knowledge of ServiceNow, Genesys, or equivalent contact-centre and ITSM tools.
- Ability to analyze data, identify trends and root causes, and translate findings into clear corrective actions.
- Strong ownership and accountability, including for work delegated to Shift Leads or other team members.
- Proactive, structured, and confident approach, with a practical continuous-improvement mindset.
- Understanding of Japanese workplace expectations and the ability to collaborate effectively with global teams.
Skills
- People Leadership
- Operational Control
- Service Quality Management
- Client Communication
- Continuous Improvement
- IT Service Desk Operations
- Incident Management
- Request Management
- Escalation Management
- Knowledge Management
- Access Management
- ITIL Framework
- ServiceNow
- Genesys
- Data Analysis
- Risk Management
- Performance Monitoring
- Workforce Planning
- Quality Control
- Reporting
- Coaching
- Conflict Management
- Team Motivation
- Team Wellbeing
- Interpersonal Skills
- Communication Skills
- Problem-Solving
- Adaptability
- Time Management
- Organizational Skills
- Customer Service
- Bilingual (Japanese/English)
Location
- Japan
Work Type
- Shift Work
- Full-time
Experience Level
- People Manager
- Service Owner
About the Company
- Capgemini operates at the intersection of business and technology. Our company empowers clients to reimagine, build and grow their businesses. This is achieved through the combined power of our expertise in cloud, data, AI, connectivity, platforms, and digital engineering, combined with our deep industry-specific knowledge. Capgemini is driven by the conviction that the business transformation that technology enables must be guided by the human element and bring into service the full potential of human capital.