SDM シニアマネージャー/ SDM Sr Manager

A global technology company is looking for an SDM (Service Delivery Management) Sr Manager. The selected candidate will lead service delivery operations, manage high-performing teams, drive governance and process improvements, and ensure customer satisfaction through effective service management.

Responsibilities:

• Lead service delivery operations, ensuring achievement of SLA, KPI, and customer satisfaction targets
• Govern projects, manage incidents and escalations, and ensure timely service resolution
• Develop, coach, and manage service teams to strengthen performance and engagement
• Drive service management standardisation, quality assurance, compliance, and continuous improvement initiatives
• Manage executive-level stakeholder communication and lead customer responses during critical incidents
• Optimise service delivery processes, device lifecycle management, resource utilisation, and operational profitability

Requirements:

• More than 5 years of experience in IT service delivery or service management
• Experience as a people manager
• Prior experience in operational management of Service Desk / Help Desk
• Proven experience managing multi-vendor outsourcing environments
• Background in supply chain management
• Prior background in IT hardware companies, precision equipment manufacturers, or foreign logistics companies
• Native level Japanese; business level English

Preferred requirements:

• Experience in service delivery at a hardware vendor
• Prior experience in Production Planning in Manufacturing
• Proven experience in logistics and supply chain
• Background in Precision Equipment and IT Equipment Support/Services
• Prior Project Management / PMO Experience

About the Company:

A global technology company specialising in the development and manufacturing of innovative computing devices, including laptops, desktops, tablets, and servers. The company serves various markets with cutting-edge products and solutions, catering to both consumer and business needs.

Keywords:

サービス提供、ITサービス管理、IT運用、求人, 外資系

Job Ref: 329RSV