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