Service Delivery Manager

Appealing Points:

• Opportunity to lead regional IT operations and influence service quality across multiple sites, giving you a high-impact leadership role.


• Strong career development potential through managing diverse teams, collaborating globally, and driving major IT infrastructure and workplace technology projects.


• A dynamic work environment where you shape customer satisfaction, business continuity, and innovation while utilizing ITIL and best-practice methodologies.

Annual salary: 14 million and above

Job Description:

• As a Regional Service Manager, you will oversee the customer and workplace services across multiple sites, ensuring the efficient delivery of end-user computing support and other IT services. You will manage an onsite team, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.

Job Responsibilities:

Service Management

• Oversee day-to-day operations of customer and workplace services across the region.


• Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.


• Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.


• Ensure adherence to ITIL standards and other best practices in service management.

Team Leadership

• Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.


• Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.


• Coordinate with HR for hiring, training, and professional development of team members.

Customer Satisfaction.

• Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.


• Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.


• Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

Business Continuity

• Develop and implement strategies to ensure business continuity and minimize service disruptions.


• Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.


• Ensure all sites are compliant with security policies and disaster recovery procedures.

Project Management

• Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.


• Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.


• Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

Vendor Management

• Liaise with external vendors and service providers to ensure the quality of third-party services.


• Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.

Reporting & Documentation

• Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.


• Maintain accurate documentation of processes, procedures, and service agreements.

Job Qualification:

• Bachelor’s degree in Information Technology, Business Administration, or related field.


• 5+ years of experience in IT service management, with a focus on end-user computing and workplace services.


• Proven experience in managing teams across multiple sites.


• Strong understanding of ITIL framework and service management principles.


• Excellent communication, leadership, and interpersonal skills.


• Ability to manage multiple priorities in a fast-paced environment.


• Strong analytical and problem-solving skills.


• ITIL certification.


• Experience with project management tools and methodologies.


• Familiarity with workplace technology trends and innovations.

Language Skills: Fluent level Japanese (JLPT N1) and Business level English

Company Description 

One of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. 

Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. 

Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

 [Passive smoking measures]

Indoor smoking

Designated smoking area

. Skillset Required: Japanese JLPT N1, IT Service Management, End User Computing, Workplace Services, ITIL Framework, Business Continuity