Service Delivery Manager - Global Pharmaceutical Firm

Location: Tokyo, Japan
Job Type: 正社員
Salary ¥6500000 - ¥11000000 per annum
Specialization: テクノロジー・デジタル・通信
Sub-specialization デスクトップサポート/アプリケーションサポート
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お問合せ Kentaro Matsuo
参照 JO-1808-400202
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[Company Summary ]
Global Pharmaceutical Firm

[Responsibilities]
・Responsible for enhancing the overall client and customer experience and improving the effectiveness and efficiency of the IT support model from both a local and global perspective
・Works with a cross-functional, collaborative, global team to provide first-line IT support to analysts
・Liaison between the various regions to help provide a consistent global experience
・Continuous focus on improving the customer experience related to IT Service Desks, including the Specialty areas (i.e. Sales, Research, etc.)
・Identify and implement continuous improvement opportunities to improve client experience, internal work efficiencies, and cost reduction opportunities
・Partner with the vendor to continually prioritize and enhance the IT support provided to clients and customers
・Identify and implement metrics to measure, report, and realize continuous improvements
・Monitor operational metrics in conjunction with our service provider to ensure Service Levels and Realization Measures are achieved
・Triage problem reports, communicate best practices, and consult with IT partners to design their support models for maximum effectiveness and efficiency
・Assist with daily operational activities, escalations, and process improvement
・Ensure adherence to standard operating procedures and facilitate sharing of best practices across Support organizations
・Actively assess the end-to-end IT Support process to measure its effectiveness on the IT support provided to our clients and customers; evolve the end-to-end IT Support process as needed
・Assist and oversee, when appropriate, User Acceptance Testing activities related to the Incident and Problem tracking system
・Collaborate with IT and business colleagues to understand global, regional, division, and local business requirements to successfully support products or services by the IT Service Desk

[Requirements]
・Motivated team player with excellent interpersonal, written and oral communication skills with the ability to communicate effectively across all levels of an organization
・Proven track record of delivering results with high degree of customer focus and satisfaction
・Experience in operations management of IT Service Desks, including support of Specialty areas (i.e. Sales, Research, etc.)
・Ability to work effectively and manage relationships with IT support vendors to optimize IT Support
・Strong customer service skills or experience
・Ability to present technical ideas in business-friendly and user-friendly language
・Ability to work both independently, collaboratively, and within a team that is regionally based

[Preferred Knowledge, Skills and Abilities]
・Ability to advocate and evangelize for change and innovation even when risks are involved
・Proven analytical and problem-solving abilities
・Good working knowledge of ITIL framework
・Experience in operations management of IT Service Desks on a global basis
・Knowledge and experience with various IT Support Channels preferred

[Employment Type]
Full Time Employee

[Work Location]
Tokyo

[Salary]
6.5 Million Yen ~ 11Million Yen
(Experiences and skills will be considered)

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