BAU Support Service Lead Bilingual

Job Description

Appealing Points

• Lead Application Management Services (AMS) and production support operations across multiple applications for a major insurance company in Japan
• Drive service excellence through ITIL-based Incident, Problem, Change and Service Request Management, root cause analysis and continuous service improvement
• Lead onsite, offshore and nearshore teams, with opportunities to introduce automation and AI-assisted support capabilities

Annual Salary: 12 Million Yen and above 

Job Description

This opportunity is part of a strategic Data Platform and Infrastructure Managed Services engagement for a major insurance company in Japan. A dedicated bilingual team is being built to support data platform operations, stakeholder management, service delivery, and collaboration between local business users and global delivery teams. As the client continues to modernize its data landscape, several bilingual professionals are being hired across leadership, service management, business analysis and technical domains.

Job Responsibilities

• Lead and manage Application Management Services (AMS) and production support operations across multiple applications and services
• Own service delivery performance, ensuring adherence to agreed SLAs, KPIs and operational commitments
• Drive Incident, Problem, Change and Service Request Management processes to maintain service stability and business continuity
• Lead Root Cause Analysis (RCA) activities and establish effective production support governance frameworks
• Drive Problem Management initiatives to identify, track and eliminate recurring issues through permanent corrective actions
• Monitor service performance, analyze operational trends and implement continuous service improvement initiatives
• Identify and implement opportunities for automation, process optimization and AI-assisted support capabilities to improve efficiency and reduce operational overhead
• Conduct regular service reviews and provide operational reporting to business and IT leadership teams
• Manage stakeholder communications, escalations and customer expectations while ensuring high levels of client satisfaction
• Collaborate with development, infrastructure and business teams to ensure seamless transition of applications from project delivery into ongoing support
• Ensure compliance with operational standards, security requirements, audit controls and organizational governance policies
• Support and promote Agile, Scrum, ITIL and traditional service delivery methodologies across support engagements
• Lead onsite, offshore and nearshore support teams to ensure effective service delivery and operational excellence

Required Qualifications

• 8-12+ years of experience leading Application Management Services (AMS) and Application Support engagements within enterprise environments
• Strong client-facing experience with Japanese stakeholders, including executive-level communication and relationship management
• Proven experience managing global delivery models involving onsite, offshore and distributed support teams
• Strong expertise in ITIL-based Service Management and support operations
• Hands-on experience managing Incident, Problem, Change and Service Request Management processes
• Proven track record of driving service excellence while meeting or exceeding SLA and KPI commitments
• Experience conducting Root Cause Analysis (RCA) and implementing production support governance frameworks
• Strong stakeholder management, escalation management and communication skills
• Experience managing operational risks, service improvements and support process optimization initiatives
• Strong understanding of application support lifecycles, release management, service transition and operational governance

Preferred Qualifications

• Experience within the Banking, Financial Services and Insurance (BFSI) sector, particularly the Insurance domain
• Exposure to Azure Data Platform, Azure services, SQL Server and cloud-based enterprise applications
• Experience supporting Data & Analytics platforms, data integration solutions and business-critical production environments
• Experience managing large-scale support teams and multi-vendor delivery ecosystems
• Strong understanding of monitoring tools, DevOps practices, automation frameworks and operational analytics
• ITIL Foundation, ITIL Intermediate or higher-level certifications
• Agile/Scrum certifications and experience working in Agile or DevOps-driven environments
• Exposure to AI-enabled service management tools, intelligent automation and predictive support capabilities

Language Required: Business level Japanese (JLPT N2 and above) and Business level English.

Company Description

This company is one of the largest IT consulting companies in Europe, with more than 200,000 employees based in locations in over 40 countries.

As a global leader in consulting, technology services and digital transformation, they were established in 2013 as a Japanese corporation of the world's leading IT consulting company at the forefront of innovation, and they offer a wide range of integrated services with the highest level of technology and abundant expertise.

[Passive smoking measures]

Indoor smoking

Designated smoking area