Operation Process Manager #Tokyo2020 (IT service)

Job Title: Operation Process Manager #Tokyo2020 (IT service)
Location: Tokyo
Reference: 1329
Contact Name: Aya Kubota
Job Published: January 23, 2017 19:30

Job Description


Promote and integrate multiple IT system & IT service providers onto the standard system management tools and process to provide visibility and manageability to Tokyo2020 project

Proactively contribute to the success of team to ensure goals and deliverables are achieved

Proactively validate the operation processes to ensure they are fit for purpose, implemented, followed, and can achieve business goals

Proactively manage centralised service support activities

Be the interface between other system & service providers and the integrator on promoting standard system management tools and process

Core Process Management

  • Scope includes the following IT Service Management (ITSM) processes:
    • Service Catalogue, SLA Management, Incident Management, Problem Management, Change Management, Configuration Management, Release Management, Identity Management, Maintenance Activity
  • Key tasks include:
    • Managing the lifecycle of each process, including the implementation, audit, reporting, and continual improvement
    • Performing user acceptance of any tool/solution implemented to support a process
    • Localising the training material if required Identifying and resolving process related issues throughout the process lifecycle
    • Defining and maintaining project plans to support the process lifecycle
    • Overseeing the implementation of each process at various project providers, including:
      • Providing knowledge transfer, guidance and support to the Project Providers
      • Understanding the Project constraints and identifying how they can be accommodated during process implementation
      • Identifying and explaining the key activities and information required for each process implementation

Service Support Management

  • Scope includes:
    • Service Desk Function
  • Key tasks include:
    • Providing knowledge transfer, guidance, training and support to the Service Desk Team/s regards the Service Support
    • Overseeing the definition and implementation by the Service Desk Team/s of the Centralised Service Support Model

Core Operations Project Management

  • Scope includes implementing and/or monitoring the implementation of a range of Core Operations sub-projects such as:
    • Policies & Procedures, Operational Tools, Disaster Recovery, Technical Rehearsals, Service Support Facility, Identity Management
  • Key tasks for projects can include some or all of the following:
    • Project Management
    • Project planning and reporting
    • Defining operational requirements
    • Managing requirements
    • Defining strategy and scope
    • Preparing supporting documentation and training material
    • Co-operating closely with other teams
    • Co-ordinating project activities according to plan
    • Managing stakeholders
    • Performing user acceptance
    • Delivering training

Core Operations Interface

  • Scope includes:
    • Being the contact point of contact about operation tools, operation process definition files, with the Major Event Central Team and with Project Providers
  • Key tasks include:
    • Developing and maintaining an effective working relationship with the Major Event Central Teams and Project Providers
    • Working closely with the Major Event Central Teams to
      • understand business requirements and external challenges
      • implement and/or oversee tools and processes
      • ensure alignment of planning and operations activities
    • Working closely with the Project Providers to
      • support implementing standard processes
      • support implementing standard operational tools
      • evaluate the conformance to standard processes and tools, take corrective actions if required
    • Identifying and reporting to the Core Operations Manager any risks or issues that are likely to impact ability of the Core Operations to achieve the required service levels, milestones and deliverables
    • Providing regular progress reports as required

All these tasks should be focused on:

  • Providing an excellent service to our customers
  • Ensuring a high level of quality
  • Ensuring the success of all Core Operations Team activities and objectives, and the projects it supports
  • Reusing, as much as possible, existing knowledge and material from previous projects
  • Enhancing and/or supplementing the existing our material for use in future Events


  • Minimum 5 years of previous experience in management or in PMO for big sized and organizationally complex project management. ** The size of projects managed, measure of organizational complexity need to be mentioned in resume in measurable manner.
  • Minimum 3 years of experience working with ITIL Processes. ** ITIL related certification is a benefit. If the applicants have strong insight into a specific ITIL processes or functions, mention in resume with example.
  • Experience in promotion and governance for IT standardaization is a strong advantage.
  • Experience in IT service desk management is a strong advantage.
  • Experience in IT Operation Software (monitoring software, deployment software etc) and technical insight into its basic technology is a strong advantage
  • Experience in working with offshore delivery project is an advantage.
  • Excellent communication and interpersonal skills
  • Excellent conflict management skills
  • Strong management capabilities
  • High attention to detail
  • Ability to work well under pressure, ability to work in a team environment
  • Ability to work in a multi-cultural and international environment
  • Flexible approach to working hours
  • Ability to work in a high pressure environment
  • Fluent English (written and verbal)
  • Fluent Japanese (written and verbal)

Job details

Language requirement
English (Fluent), Japanese (Fluent)