Job Title: 正社員【大手IT企業】サービスデリバリーマネージャー(コールセンター業務)東京
Contract Type: Permanent
Location: Tokyo
Reference: 2415
Contact Name: Aya Kubota
Job Published: April 05, 2019 10:13

Job Description


The company is worldwide IT service company.

The company is hiding a Service Delivery Manager who manages of a team for client call center support.

  • Run and own both GSD (Level 1) and Site Services (Level 2)
  • Drive Strategic value in quantification of issues with L1, L2 (e.g. O365)
  • 2 in a box with the customer SDM and drive realization underpin by the fundamentals of L1 and L2 and yet operate differently
  • Drive efficiency and cost savings for the client including shift left of tickets (L3 to L1) as well as digitization such as Chatbot*native

responsibility includes;

  1. Client Delivery Quality and Governance
  2. Leadership
  3. Project Organization
  4. Delivery Management
  5. Relationship Management
  6. Commercial Drive
  7. Financial management
  8. Compliance, Security Quality and Governance
  9. Community building (external and internal)


  • Degree or diploma in a relevant discipline
  • Excellent client management
  • At least 8 years’ experience as an infrastructure outsourcing Service Delivery Manager or Client Service Manager with more than 6 years’ experience in the IT services industry
  • Demonstrable experience in an IT Service Management capacity
  • ITIL Service Delivery qualification is mandatory.
  • Project Management experience is a plus
  • Experience in upselling of IT solutions
  • IT Service Management certification would be an advantage
  • Results oriented with strong commitment to deliver results
  • Can drive effective Service Delivery quality from a Global Delivery environment
  • Budgeting and cost management experience
  • Proven people management and leadership skills
  • Excellent communication skills and relationship management

Job details

¥6,500,000 Yearly ~ ¥7,800,000 Yearly
Wage details
including overtime
Language requirement
Japanese (Fluent), English (Business)

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