デジタルITサービス提供マネージャー/ Digital IT Service Delivery Manager

A global cosmetics manufacturer is looking for a Digital IT Service Delivery Manager. The chosen applicant will ensure the stability, performance, and continuous improvement of CRM and eCommerce platforms through reliable IT service delivery. This is a hybrid role.

Responsibilities:

• Lead the smooth transition of projects into operational support, ensuring operational readiness and compliance with established guidelines
• Manage and reduce ticket backlog by implementing effective Standard Operating Procedures (SOPs) and continuous monitoring
• Ensure timely incident response and resolution to meet End-to-End Service Level Agreements (SLAs) and maintain business continuity
• Coordinate internal teams and external vendors to troubleshoot and resolve service issues
• Own communication, Root Cause Analysis (RCA), and problem management for critical incidents until closure
• Implement governance and preventive measures to reduce the occurrence of critical incidents
• Establish and continuously improve end-to-end data monitoring and recovery SOPs to ensure data integrity and quality
• Provide operational support during key commercial peak seasons
• Maintain and update knowledge bases, SOPs, and documentation across IT service management platforms
• Conduct regular meetings with business stakeholders to prioritise tickets, review backlog, and evaluate vendor performance
• Gather business requirements for minor enhancements and align priorities with product teams
• Manage and resolve business escalations in a timely and effective manner
• Develop and deliver training programs on IT processes, new initiatives, and operational SOPs
• Drive continuous service improvement through quarterly satisfaction surveys and action plans to enhance the end-user experience
• Monitor service performance and identify opportunities to improve operational efficiency
• Foster strong relationships with internal stakeholders and external vendors to ensure high-quality service delivery

Requirements:

• More than 5 years of experience in Digital IT operations in a multinational company
• Proven expertise in managing CRM/eCommerce platforms
• Business level Japanese and English

Preferred Requirements:

• Familiarity with Salesforce Marketing Cloud, Salesforce Commerce Cloud (SFCC), GCP
• ITIL certification

About the Company:

This company is a respected name in cosmetics and beauty products and is also very active in various research fields. With tens of thousands of employees around the world, this company is firmly established as an industry leader.

Keywords:

IT, デジタル, オペレーション, 化粧品, 小売, 外資系

Job Ref: A0ZL8Z