サービスデリバリーマネージャー/ Service Delivery Manager

A multinational professional services company is seeking a Service Delivery Manager. The selected candidate will lead client services operations, manage resource planning, and ensure delivery excellence across Japan.

Responsibilities:

• Develop and lead a client services function to support business growth and service delivery
• Create and manage operations resource plans to align with business and customer needs
• Oversee coordination across departments, including client services, sales, finance, and technical teams
• Lead the development and execution of workload forecasts and delivery plans
• Optimise internal and external resource allocation for service delivery
• Drive work delivery to meet business goals and P&L targets
• Align service delivery with global and regional teams
• Review contracts to ensure resource capability and customer expectations are met
• Identify additional resource needs and support recruitment planning
• Lead, coach, and manage client service teams to meet service quality standards
• Assign consultants and assessors to projects based on planned workloads
• Serve as a point of contact and escalation for clients in Japan
• Plan resource allocation for new and large-scale clients
• Balance and manage the booking of workload to meet delivery targets
• Resolve complex resourcing issues across new projects
• Provide regular business reporting on delivery, forecasting, recruitment, and planning
• Proactively manage client needs to minimise attrition and ensure renewals
• Set and monitor performance and development objectives for the CRM team

Requirements:

• Bachelor’s degree or above
• More than 10 years of experience in customer service management, preferably in management systems
• More than 3 years of experience in managing teams
• Ability to influence, drive change, and collaborate with regional teams
• Native level Japanese; business level written and verbal English

About the Company:

A foreign-affiliated company that provides auditing and certification services and other essential areas of a business. They have developed a stable business with their detailed services as a long-established company.

Keywords:

サービスデリバリー, 顧客対応管理, リソースプランニング, 運用管理, チームマネジメント, プロフェッショナルサービス, CRM運用, 事業運営, 組織横断的な連携, 予測管理, 求人, 外資系

Job Ref: 7OKRAW