<Global IT Service>VIP Service Delivery Team Lead(Fluent English, Business Japanese)Tokyo

Job Title: <Global IT Service>VIP Service Delivery Team Lead(Fluent English, Business Japanese)Tokyo
Location: England
Reference: 1934
Contact Name: Michael Bondy
Job Published: April 25, 2018 18:51

Job Description


Our client is a Global IT service firm.

The client is looking for a VIP Service Delivery Team Lead for their client.

  • Be on call during business core hours to support select team of Execs in English primarily.
    • As this is a dual role, it is expected to cover JP Exec team if other Exec support role is not available.
  • Build strong working relationship with Exec team
    • Setup a brief weekly meeting with each Exec to listen to their needs and provide weekly update to Exec
  • The role has to have a full understanding of hardware and software in client space, the person will need to be proactive and get a full understanding of technology software and services deployed.
    • Be very effective in finding the cause of the problem and execute fix immediately.
    • Become the “Expert” onsite technician, in effect L3 person. (L1 is Service Desk, L2 is On Site support)
  • Review and resolve all Infrastructure incidents at their assigned location, in collaboration with other technical experts within ITS or the Business IS Entities.
  • Provide Infrastructure Expertise for site initiatives and projects. This includes actively managing projects that include deploying new services and tools as well as upgrading/moving/changes to existing services.
  • Provide support of the business unit special requirements focused on Executive Support
  • Offer continuous improvement ideas and suggestions
  • Collaborate with the IS business support to provide a united ITS solution.
  • Travel as needed to support the business such as offsite meetings if required.
  • Working hours are expected to be flexible in line with Executive Team meetings that may occur out of hours.
    • Therefore no set time is expected but be able to cover 7AM to 7PM
    • Monday to Friday ex public holidays.
    • The role is expected to self-manage hours in order to meet out of hours support when required.
  • Participate and have full understanding of VTC/AV Administration and to monitor and maintain networked systems and applications to ensure reliable operational environment, handle technical issues and guarantee quality of services.
  • Understand, can setup and run Telepresence meetings.
    • Including in meeting support, understanding support model and how to leverage remote support teams in quick and efficient manner.
    • Perform routine testing. Including the support process is working.
  • Implement, deploy and operate global processes and tools
  • Ensure efficient management of incidents and problems generated at the ServiceDesk including escalations
  • Perform root cause analysis of problems – Continual Service Improvement
  • Provide timely update to SD manager, either through formal weekly team meeting or on an adhoc basis. (Decided by SD manager)



  • Manage asset inventories including databases such as Active Directory, Asset management, SCCM
  • Has business communication skills
  • Excellent troubleshooting skills required
  • International people management
  • Fluent in English
  • Document writing skills
  • Multimedia skill set - ability to produce training programs
  • Certificates or equivalent experience required in IT Services and technologies
  • Excel, SQL data base skills for interpreting and managing inventory Data
  • Report writing
  • ITIL
  • Project Management Certifications
  • Minimum of six years’ experience in a help desk or front-line support role
  • Microsoft Office support experience required particularly with Microsoft Outlook and remote support.
  • Customer service mindset


  • Demonstrates ability to act as part of a team and to form liaisons with other groups in order to achieve desired objectives.
  • LAN WAN and VTC AV technologies
  • Minimum of 3-5 years’ experience as a systems administrator on Windows platforms preferred.

Job details

Language requirement
English (Fluent), Japanese (Business)
Visa requirement