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About the Role
The Japan Service Delivery Manager is responsible for ensuring the successful delivery of IT Infrastructure Managed Services for the Japan business. This role acts as the primary interface between customer stakeholders, service tower leaders, vendors, and the global delivery organization, providing local leadership and operational governance across infrastructure domains.
Responsibilities
- Serve as the primary point of contact for customer stakeholders within Japan for all service delivery matters.
- Develop and maintain trusted relationships with business leaders, technology stakeholders, and service owners.
- Facilitate regular service reviews, governance meetings, operational updates, and executive reporting sessions.
- Ensure customer priorities, business requirements, and operational concerns are appropriately represented within the delivery organization.
- Drive customer satisfaction and promote a culture of service excellence.
- Govern end-to-end service delivery across all infrastructure towers and support functions.
- Monitor service performance against SLAs, OLAs, KPIs, and contractual commitments.
- Lead monthly operational reviews, service improvement reviews, and governance forums.
- Provide visibility into service health, operational risks, performance trends, and improvement opportunities.
- Ensure compliance with agreed governance processes and reporting requirements.
- Oversee Incident, Problem, Change, Service Request, Availability, Capacity, and Major Incident Management activities.
- Coordinate resolution of high-priority incidents and business-critical service disruptions.
- Ensure root cause analysis and corrective actions are completed for recurring or major service issues.
- Drive proactive service management practices utilising operational analytics and service intelligence.
- Collaborate across service towers to maintain end-to-end service accountability.
- Support transition activities associated with service onboarding, knowledge transfer, and operational readiness programs.
- Ensure successful adoption of new service delivery processes, tools, and operating models.
- Drive transformation initiatives involving automation, AI-enabled operations, self-service capabilities, and service modernization.
- Track transformation milestones and ensure business outcomes are achieved.
- Facilitate change management activities across customer and delivery teams.
- Identify and manage operational risks impacting service delivery.
- Ensure compliance with security, regulatory, audit, and governance requirements.
- Support business continuity, disaster recovery, and operational resilience activities.
- Maintain visibility of service risks and remediation activities.
- Ensure operational readiness for audits, inspections, and governance reviews.
- Support service financial management, forecasting, and operational reporting.
- Monitor service delivery costs and identify efficiency opportunities.
- Assist with contract governance, service reporting, and commercial reviews.
- Ensure service delivery activities align with agreed commercial commitments.
Requirements
- 8-12 years of experience in IT Service Delivery, Managed Services, Infrastructure Operations, or Technology Support environments.
- Minimum 5 years of experience managing enterprise service delivery within complex infrastructure environments.
- Experience working with global delivery models and geographically distributed delivery teams.
- Proven track record of managing customer relationships and service performance within a multi-vendor environment.
- Experience supporting infrastructure transformation, transition, or modernization programs.
- Strong understanding of IT Service Management (ITSM) frameworks and practices.
- Hands-on experience managing Incident, Problem, Change, Request, and Major Incident processes.
- Knowledge of enterprise infrastructure services.
- Experience with service management tools such as ServiceNow and operational reporting platforms.
- Understanding of automation, analytics, AI-enabled operations, and modern managed service delivery models.
- Familiarity with governance, supplier management, and service integration practices.
- Excellent customer-facing communication and stakeholder management skills.
- Strong facilitation and presentation capabilities, particularly with executive and senior management audiences.
- Proven ability to manage priorities within high-pressure service delivery environments.
- Strong problem-solving, analytical, and decision-making skills.
- Ability to collaborate effectively across cross-functional, multicultural, and globally distributed teams.
- Strong negotiation, conflict resolution, and relationship management skills.
- Fluent Japanese (business-level speaking, reading, and writing).
- Strong English communication skills to support collaboration with offshore and global delivery teams.
- Ability to translate business and operational requirements between local and global stakeholders.
Skills
- ITSM frameworks
- Incident Management
- Problem Management
- Change Management
- Service Request Management
- Major Incident Management
- Enterprise infrastructure services
- ServiceNow
- Operational reporting platforms
- Automation
- Analytics
- AI-enabled operations
- Modern managed service delivery models
- Governance
- Supplier management
- Service integration
- Customer relationship management
- Stakeholder management
- Facilitation
- Presentation
- Problem-solving
- Analytical skills
- Decision-making
- Collaboration
- Negotiation
- Conflict resolution
- Relationship management
- Japanese language proficiency
- English language proficiency
Location
- Japan
Work Type
- Full-time
Experience Level
- 8-12 years
- 5 years
Education Level
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related discipline.
- ITIL Foundation, Managing Professional, or Strategic Leader certification.
- PMP, PRINCE2, or equivalent project management certification.
- SIAM Foundation or Professional certification.
- ServiceNow certification
- Microsoft Azure, AWS, or other cloud certifications
- Lean Six Sigma certification