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キャップジェミニ 株式会社のBilingual Japan Service Delivery Manager求人

キャップジェミニ 株式会社

職種
―
年収
―
エリア
東京

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尚、カジュアル面談は保証されているものではなく不成立になる場合もございますのでご了承ください。


仕事内容

The Service Delivery Manager (Japan) is responsible for ensuring the smooth and successful delivery of IT Infrastructure Managed Services to our clients in Japan. This role acts as the main liaison between customer stakeholders, service team leaders, vendors, and the global delivery organization to ensure alignment and excellence in service delivery. We provide local leadership and oversee operations across various infrastructure domains such as Digital Workplace Services, Core Technology Services, Network Services, Security Services, and Cloud & DevOps Services.

In this position, you will be accountable for maintaining high service quality and ensuring customer satisfaction through the achievement of service level agreements (SLAs) and managing major incidents. Your responsibilities will include customer relationship management, a key component where you serve as the primary interface for service delivery matters, building and maintaining trusted partnerships with business leaders, technology stakeholders, and service owners. Regular service reviews, operational updates, and reporting sessions will be facilitated to keep all parties informed and engaged.

Furthermore, you will oversee all aspects of service management, including incident handling, problem and change management, and capacity management. You'll drive continuous service improvements through proactive management practices, operational analytics, and service intelligence. This role also covers leadership in transition and transformation processes related to service onboarding and operational readiness, aiming to modernize and adopt new service delivery standards and technologies.

Another crucial facet of this job is managing operational risks and ensuring compliance with governance guidelines and regulatory requirements. Financial oversight and commercial governance are part of your duties, where you'll support financial management relating to service delivery, identifying cost efficiencies and aligning activities with commercial commitments.

Your technical expertise in IT Service Management frameworks, hands-on experience with service management processes, and ability to handle complex infrastructure environments will be critical. Strong communication skills in both Japanese and English are essential to facilitate collaboration with global teams and stakeholders. Success in this role is measured by the achievement of SLAs, customer satisfaction, effective incident management, successful project execution, and fostering strong customer and stakeholder relationships.

募集要項

勤務地勤務地は日本です。
給与-
勤務時間-
休暇制度-
待遇・福利厚生-
リモートワーク-
その他- **応募要件**:
- Bachelor's degree in Information Technology, Computer Science, Engineering, Business Management, or a related discipline.
- 8-12 years of experience in IT Service Delivery, Managed Services, Infrastructure Operations, or Technology Support environments.
- Minimum 5 years of experience managing enterprise service delivery within complex infrastructure environments.
- Experience working with global delivery models and geographically distributed delivery teams.
- Proven track record of managing customer relationships and service performance within a multi-vendor environment.
- Experience supporting infrastructure transformation, transition, or modernization programs.
- Strong understanding of IT Service Management (ITSM) frameworks and practices.
- Hands-on experience managing Incident, Problem, Change, Request, and Major Incident processes.
- Knowledge of enterprise infrastructure services.
- Experience with service management tools such as ServiceNow and operational reporting platforms.
- Understanding of automation, analytics, AI-enabled operations, and modern managed service delivery models.
- Familiarity with governance, supplier management, and service integration practices.
- Excellent customer-facing communication and stakeholder management skills.
- Strong facilitation and presentation capabilities, particularly with executive and senior management audiences.
- Proven ability to manage priorities within high-pressure service delivery environments.
- Strong problem-solving, analytical, and decision-making skills.
- Ability to collaborate effectively across cross-functional, multicultural, and globally distributed teams.
- Strong negotiation, conflict resolution, and relationship management skills.
- Fluent Japanese (business-level speaking, reading, and writing).
- Strong English communication skills to support collaboration with offshore and global delivery teams.
- Ability to translate business and operational requirements between local and global stakeholders.

- **望ましい経験**:
- ITIL Foundation, Managing Professional, or Strategic Leader certification.
- PMP, PRINCE2, or equivalent project management certification.
- SIAM Foundation or Professional certification.
- ServiceNow certification preferred.
- Microsoft Azure, AWS, or other cloud certifications advantageous.
- Lean Six Sigma certification preferred.

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