Full-time

IT / Technology

年棒制：1500万円 別途、VariableBonus支給の場合あり

Japanese: Fluent
English: Business

土、日、祝日休み​ 年間休日：120日​ 有給休暇​ 休暇：夏季休暇、年末年始休暇、慶弔休暇​

【勤務時間】​ 09:00~17:30フレックスタイム制（コアタイム：10:00-15:00）​ 【休憩時間】​ 12:00~13:00(60分)​ 【実働時間】 07時間30分 【リモート可能】

Our client traces it's roots back to 1983, where it was first founded and headquartered in Johannesburg before being acquired by one of Japan's leading technology groups. This is a premier IT solutions provider, specializing in digital transformation, cloud services, cybersecurity, and networking solutions. With its deep expertise and cutting-edge technologies, this company empowers businesses to navigate the complexities of today's digital landscape, enabling them to thrive in a rapidly evolving world. Their Japan office has a global environment of more than 180 bilingual staff, with about 10-15% of them being non-Japanese, all of which are delivering exceptional services to both foreign and domestic clients. 

Our client stands out for the following reasons:

1. Global Reach, Local Focus
   Combining global resources with local expertise, delivering tailored solutions to businesses across various industries.

2. Comprehensive IT Solutions
   From managed services to advanced cloud infrastructure, our client offers end-to-end IT solutions designed to simplify operations, enhance productivity, and secure data.

3. Cybersecurity Expertise
   A trusted partner in protecting businesses from ever-evolving threats, offering state-of-the-art security frameworks and proactive monitoring to safeguard critical assets.

4. Innovation at Its Core
   With a strong commitment to innovation, helping businesses adopt the latest technologies such as AI, IoT, and edge computing, ensuring they stay ahead of the competition.

5. Trusted Partnerships
   As a certified partner of leading technology providers like Cisco, Microsoft, and AWS, our client integrates best-in-class tools and services into custom solutions that meet unique business needs.

 

As a Senior CX Service Manager, you will be responsible for overseeing and optimizing maintenance and managed services for their customers.

This role requires a deep understanding of IT service management and the ability to align services with the company’s business strategies and objectives.

Key Responsibilities

• Develop Service Management Strategies:
  Create strategies and plans for service management that align with the company’s overall business goals and objectives.

• Team Leadership:
  Oversee a team comprising Service Assurance Managers, Service Delivery Managers, and other cross-functional resources.

• Service Quality Oversight:
  Manage overall service quality and operational processes, ensuring the maintenance and improvement of service quality, process optimization, and resource management.

• Adopt New Technologies and Best Practices:
  Drive the adoption of new technologies and best practices to lead productivity improvements for customers and internally. Provide feedback to the organization based on insights gained.

• Build Strong Relationships:
  Establish solid relationships with customers and internal stakeholders, understanding their business goals and challenges. Support them in achieving objectives and resolving issues through solutions and proposals to improve customer satisfaction.

• Risk Management:
  Identify risks that may affect service delivery or customer satisfaction, develop risk management plans, and implement them.

• ITIL-Based Process Implementation:
  Implement, maintain, and enhance ITIL-based service management processes such as incident management, problem management, change management, and service request management.

• Service Development:
  Collaborate with internal stakeholders to define new service specifications or modify existing ones based on the company’s business strategy and customer needs, ensuring readiness for service delivery.

Key Clients

Primarily large multinational enterprises, including those in the financial and manufacturing sectors.

（社会保険）
健康保険、厚生年金、雇用保険、労災保険
（福利厚生）
確定拠出年金、資格取得支援制度、語学レッスン制度
ベネフィットステーション、宿泊施設等割引利用、永年勤続表彰

Experience and Skills

• IT Service Management Experience:
  Proven experience in IT service management and leadership within the IT services industry.

• Management Experience:
  Over 5 years of management experience.

• Bilingual Work Environment:
  At least 3 years of experience working in environments requiring both Japanese and English.

Required Knowledge, Skills, and Behaviors

• Strategic Thinking and Leadership:
  Ability to provide clear direction and demonstrate strategic thinking.

• Exceptional Communication Skills:
  Excellent interpersonal and professional communication abilities.

• IT Management Knowledge:
  Strong understanding of IT management principles and practices.

• Basic Financial Knowledge:
  Foundational understanding of financial principles.

• Commitment to Quality and Improvement:
  A strong focus on service quality, performance, and continuous improvement.

• Client-Centric Mindset:
  Dedicated to acting in a client-oriented manner, aiming to deliver the best client experience.

• English Proficiency:
  Business-level English communication skills.

Education and Certifications

• Bachelor’s Degree:
  A bachelor’s degree or higher in Information Technology, Computer Science, or a related field.

• Preferred Qualifications:
  MBA, ITIL, PMP, Cisco technical certifications, or equivalent credentials are a plus.