キャップジェミニ 株式会社のFixed-term contract - Service Desk Shift Lead求人

Description Overview:
We are looking for a bilingual Service Desk Shift Leader for our Japan-based L1 Service Desk operating within a global delivery model.

The Shift Leader is accountable for people leadership, operational control, service quality, client communication and continuous improvement.

The Shift Leader owns the overall performance, stability, compliance and development of the Japan team.

The Shift Leader ensures a consistent and professional user experience, effective collaboration with the global hubs and client stakeholders, and reliable execution of agreed processes.

The role requires a holistic management approach to protect service continuity, employee wellbeing and client trust.

Job Description:
The Shift Leader leads the Japan Service Desk team and remains accountable for delivery.

The role monitors performance, anticipates risks, coordinates corrective actions, maintains clear communication and ensures that instructions are understood and applied.

The Shift Leader must combine strong people-management capability with operational knowledge of an IT Service Desk environment.

The selected candidate must have native-level Japanese and business-level English, with the confidence to communicate effectively with Japan-based users, client stakeholders, global delivery teams and Capgemini management.

The Shift Leader is expected to be visible, available, proactive and able to work with limited supervision.

Service Window:
The Shift Leader works primarily in shifts (9 hours shift, including 1 hour break)
Weekends & National Holidays with Compensatory off.

Weekdays: 7:00 ~ 22:00 JST
Weekends: 8:30 ~ 22:00 JST

The role requires flexibility to support exceptional operational situations, critical escalations, client priorities, or service-related matters when necessary.

Temporary adjustments to working hours may occasionally be required and will be compensated in accordance with local regulations and company policies.

The Shift Leader is expected to ensure appropriate service oversight, communication, and escalation management at all times.

Required Skills:
• Native-level Japanese and business-level English, both written and verbal.
• Proven experience leading a customer-facing Service Desk or IT support team in an international environment.
• Strong people-management skills, including coaching, performance follow-up, conflict management, motivation and team wellbeing.
• Ability to manage with limited supervision, remain effective under pressure and meet tight deadlines.
• Excellent interpersonal and communication skills across all levels, with a calm, factual and politically appropriate approach.
• Strong operational management capability, including SLA/KPI monitoring, workforce planning, queue management, quality control, risk management and reporting.
• Solid knowledge of incident, request, escalation, knowledge and access-management processes in an ITIL-oriented environment.
• Working knowledge of ServiceNow, Genesys or equivalent contact-centre and ITSM tools.
• Ability to analyse data, identify trends and root causes, and translate findings into clear corrective actions.
• Strong ownership and accountability, including for work delegated to Shift Leads or other team members.
• Proactive, structured and confident approach, with a practical continuous-improvement mindset.
• Understanding of Japanese workplace expectations and the ability to collaborate effectively with global teams.