Service delivery manager (IT support)

Place:

Akasaka, Minato-ku, Tokyo
Minatomirai, Nishi-ku, Yokohama, Kanagawa

Mita, Minato-ku, Tokyo

Job description
This position will primarily manage all user support services provided by Bios for foreign-affiliated clients, conduct business communications with clients, and guide them toward resolving issues and achieving future growth

Responsibilities include but are not limited to the following:

• Manage business as usual (BAU) operations
• Fulfill IT support service needs and achieve goals and expected deliverables in accordance with customer policies, procedures, and processes.
• Identify improvement opportunities, resolve issues, resolve conflicts and critical paths, and ensure consistent SLA results.
• Build and maintain positive working relationships with customers and other stakeholders.

Build and maintain an inclusive and engaged team culture.

• Report and review service performance to customers.

Work Hours:

Mon ~ Fri   9:00 to 18:00 

One hour’s lunch break each day

Required Skills

Technical Skills

• L2 On-site and remote support troubleshooting experience
• 3+ years troubleshooting PC hardware/Software (Windows workstation 10, Office, Basic Back-office software) and Wintel network (Active directory user and PC accounts, GPO, MS Exchange and/or Office 365)
• 3+ years’ experience working for IT service company or servicing as IT Support for 50+ users company.
• Good knowledge of network infrastructure, protocols and services.

Management skills

• 2+ years of experience managing a department or team of 10 or more people
• Client negotiation experience (contracts, service quality, cost, etc.)
• Experience in numerical analysis, report creation (monthly and weekly), and proposal writing
• Team development experience
• Human Resource Development

Requires Languages:

Japanese: Fluent (JLPT1) ~ Native

English: Business level

Work Hours:

Mon ~ Fri

9:00 to 18:00 , or any other hours suggested by BiOS

One hour’s lunch break each day