Service Delivery Manager

Department: Cognizant Infrastructure

Work location: Tokyo 100% onsite (Tokyo station)

Required language: Japanese and English

Type of employment: Full-time permanent

Job Summary:

As a Regional Service Manager, you will oversee the customer and workplace services across multiple sites, ensuring the efficient delivery of end-user computing support and other IT services. You will manage an onsite team, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs.

Key Responsibilities:

1. Service Management:

- Oversee day-to-day operations of customer and workplace services across the region.

- Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests.

- Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience.

- Ensure adherence to ITIL standards and other best practices in service management.

2. Team Leadership:

- Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities.

- Foster a positive work environment that encourages collaboration, innovation, and continuous improvement.

- Coordinate with HR for hiring, training, and professional development of team members.

3. Customer Satisfaction

- Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs.

- Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement.

- Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.

4. Business Continuity:

- Develop and implement strategies to ensure business continuity and minimize service disruptions.

- Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently.

- Ensure all sites are compliant with security policies and disaster recovery procedures.

5. Project Management:

- Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives.

- Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards.

- Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.

6. Vendor Management:

- Liaise with external vendors and service providers to ensure the quality of third-party services.

- Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.

7. Reporting & Documentation

- Prepare and present regular reports on service performance, team productivity, and customer satisfaction metrics.

- Maintain accurate documentation of processes, procedures, and service agreements.

Must have skills and requirements:

- Bachelor’s degree in information technology, Business Administration, or related field.

- 5+ years of experience in IT service management, with a focus on end-user computing and workplace services.

- Proven experience in managing teams across multiple sites.

- Strong understanding of ITIL framework and service management principles.

- Excellent communication, leadership, and interpersonal skills.

- Ability to manage multiple priorities in a fast-paced environment.

- Strong analytical and problem-solving skills.

ITIL certification:

- Experience with project management tools and methodologies.

- Familiarity with workplace technology trends and innovations.