Operations Manager

Operations Manager

Job Id : 6428
Posted : 2022-04-28
Industry : Information Technology and Services
Employment Type : Full Time, Permanent
Required Skills : Service desk, team lead, Operation, Infra technical, Project Management, Japanese1, English2
City : Work from Home
State : Work from Home
Country : Japan
Annual Salary : ¥8,000,000 ~ ¥13,000,000

Job Description

Position Title: Operations Manager

Responsibilities :

  • Work along with Service Desk Manager/Team Lead to manage the end-to-end operations of Service Desk
  • Conduct Account review meetings
  • Attend Client meetings along with Service Desk Manager/Team Lead
  • Participate in Customer escalation discussions
  • Give direction and guidance to Service Desk teams, supervise performance
  • Review critical deliverables to ensure adherence to SLA/KPI
  • Perform review of ageing tickets and conduct pending ticket analysis with Service Desk
  • Manager/Team Lead/Queue Manager
  • Ensure timely closure of all location specific reporting for Sr. Management monthly/weekly/quarterly reviews
  • Review Escalations/DSAT, Root Cause Analysis along with Corrective and Preventive action
  • Review Process Quality Audit feedback
  • Implement Best Practices and drive standardization across Service Desks in Japan
  • Active involvement in BCP and DR situations (BCP planning and execution)
  • New Deals – validate the solution and sizing assumptions, validate language and skill competency defined in the solution
  • Participate in new project transitions/migrations along with Transition team
  • Participate in Transition reviews
  • Call out Transition risks and seek intervention from Leadership
  • Host Service Desk Customer visits for new logos/existing logos (demonstrate Japan Service Desk capability and floor walk)
  • Bench management
  • Employee retention

Qualifications : 

  • Should be strong in Infra technical and process knowledge.
  • Should be strong in people management with capable to handle large team (100-200).
  • ITIL Certified / Project management certification
  • 15-20 years of overall Infra End User Service experience with management experience as mandatory. Service Desk experience 8-10yrs.
  • Bachelor Degree
  • Excellent analytical, problem solving and critical thinking skills
  • Exceptional oral and written communication skills
  • Native Japanese Language (N1) is mandatory along with English speaking & Writing ability

Company Description

A leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability, and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area

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