Bilingual Service Manager

Our tech service client is hiring an experienced Bilingual Service Manager! Great mid-career /associate, senior job opportunity// Full-time permanent job!

[Client] A Global Indian ICT Service Company based in Tokyo　

[Nature of Job] Client-facing service delivery/ CSM role 

[Company Size] Mid Size (~500 employees), more than 20 years in business in Japan　

[Employent Type] Permanent/ Full Time　

[Salary Range] 8 - 12 million JPY yearly (annual salary package, bonus/ incentive inclusive). Depending on experience and skill. It can be stretched 

[Work Location] Hybrid work is planned for this job (the situation may change in the future). Walk-in distance from the nearest station. Central Tokyo (Akasaka and/or client office in other central Tokyo area) location

[Work Hours] 8 hours per day (9AM - 6PM with 1 hour break, it may shift slightly)　

[Team Structure] Local /international client and business team

[Eligibility] Relevant work experience, bilingual (native or near native level in Japanese, and business level English). Applicants need to be able to work full time as an engineer in Japan at the time of application

[Key Features] Mid-career, full-time, engineer job, high salary, growth industry

[Special Benefits] Social insurance, paid holidays, special leave, life support service. 65 years old retirement age, continuous contract employment option. Annual appraisal, health check

[How to Apply] From the site, or contact us (aahr@asoacehd.co.jp) with the reference number L54WY7R3

[Job Description] *information is subject to change, non-exhaustive


General Job Description and Experience Needed:

The Service Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.
Major Responsibilities

Functional Performance:

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client's services and performance are aligned with the Customer's business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.

Relationship Management

• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.

Operational / Performance Management

• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
• Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
• In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
• Identify ongoing benefits, opportunities, and innovation for continual service improvement

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
• Participate in business meetings and general inputs in day-to-day improvements.

Additional Details

Minimum Bachelor's or equivalent degree

Preferred ITIL V3/v4 certificationCISCO CSM

Japanese (native level), English (Verbal and Written)

MS Suite, Power Point, Excel, Outlook, Word, Teams

2-3 years of related service management experience

Strong organizational, presentation, and problem-solving skills

Business and Financial acumen

Ability to communicate with multiple levels of leadership

Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word

Telecommunications knowledge/experience preferred