Service Delivery Manager

systemsGo

Full Time
Tokyo
Posted 6 days ago

systemsGo is seeking a Service Delivery Manager to lead our Japan support team.  The right candidate is a fully-fledged manager but also retain consulting skills and is expected to contribute as individual or team leader in some service delivery for the clients; which requires management skills and experience to enable and to be responsible for significant portions of the company’s service delivery operations.

We are recognized for providing consistent high quality IT solutions combining local awareness with the ability to communicate with IT HQ staff abroad and implement global IT standards in a local context. Our client services include supporting End Users with Windows or Apple PCs as well as servers, routers and audio-visual equipment.

Responsibilities

Management of Service Delivery Operations

  • Establish and maintain service delivery processes – in conformance with ITIL standards, adapted to systemsGo-specific service lines and business
  • Recruiting, supervision, mentoring and performance management of a group of Engineers & Consultants
  • Make decisions on assignments & scheduling, handling engineer absence, assignment of alternates
  • Quality Assurance
    • Ensure that delivery processes are documented, communicated and followed
    • Monitor quality standards and implement quality improvement processes

Client Satisfaction – Manage service delivery relationship with a group of clients

  • Monitor client satisfaction
  • Escalation point for service delivery issues
  • Participate in periodic service reviews
  • Direct relationship with senior client personnel
  • Review contract status, timesheets and invoices

Service Line(s)

  • Establish and maintain service lines, delivery models, SLAs and processes
  • Establish and maintain pricing – charge rates, contract models
  • Review sales proposals for feasibility, accuracy, risk, quality and price
  • Assist with major sales proposals & presentations

Revenue & Profitability Targets

  • Track profitability of the divisions, clients/contracts and individual engineers
  • Ensure that charge rates are set at optimum levels and discounts are limited
  • Monitor service delivery staff performance and ensure that billable hours exceed target levels
  • Identify and implement ways to increase revenue and improve profitability

Pre-Sales Consulting

  • Collect business and technical requirements from customers and design solutions to satisfy these requirements
  • Manage the process of responding to significant RFPs
  • When client demands and business considerations permit, act as Lead Consultant/Team Leader on significant client engagements
  • Train and mentor other consultants to develop the skills and experience necessary to lead similar engagements

Qualifications

  • Diploma/Degree in Computer Science/Computer Systems and Network preferred
  • At least 10 years or more experience in an IT supports or services provider environment with 5 years in leading teams.
  • Experience in managing IT support teams of 10 or more
  • Excellent organizational skills
  • Effective time management skills
  • Good client and management and communication skills
  • Native or fluent level Japanese ability along with intermediate or higher English ability preferred.

Required Skills

  • systemsGo Service Delivery Managers are fully-fledged managers but also retain consulting skills and are expected to contribute as individuals or team leaders in some situations. Service Delivery Managers require management skills and experience to enable them to be responsible for significant portions of the company’s service delivery operations.
  • Experience in managing IT support teams of 10 or more
  • Excellent organizational skills
  • Effective time management skills
  • Good client and management and communication skills
  • Native or fluent level Japanese ability along with intermediate or higher English ability preferred

To apply, please send your resume to Career@systemsGo.asia

 

Job Features

Work PlaceTokyo Office
TypeFull-Time

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