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求人ID : 1181509 更新日 : 2021年10月11日

【欧州大手ラグジュアリーブランド  IT Division】  Service Delivery Manager

勤務地 東京都 23区
雇用形態 正社員
給与 経験考慮の上、応相談

ワークスタイル

フレックスタイム制

募集要項

The role will be primarily responsible for delivering IT services as committed within SLA to ensure we provide an excellent service to be number 1 IT department in luxury industry. As the primary role, you will manage End User Services including Helpdesk operation, Digital Workplace initiatives/projects and will be also managing IT asset as well as user accounts (IAM/AD) activities / processes.
In order to ensure the high quality of IT Services delivery, this position is now responsible for ITSM (ServiceNow) and represent Japan IT division to Global ITSM projects. As such you will interact with the team in charge of IT services including telecom venders, Global Infrastructure team and Global Information Security team. Manage outsourcing services provider to ensure the availability, performance, and security of production environment as well as projects delivery.

Responsibilities

IT Service Delivery Management
• Manage outsourcing Helpdesk service provider to provide L1/L2 support, 7x24 daily operation for all IT services and make sure we deliver our services based on SLI defined in Service Catalog.
• Work with Global ITSM project team to deploy standard ITSM processes with Service NOW.
• Manage and make sure service providers follow our IT Operation Management Processes including Incident, Problem and Change.
• Manage an external team to provide service consistencies across the region and develop operational standards that can be applied to the countries in the region.
• Responsible for IAM and will need to conduct regular assessment to ensure we follow  Information Security Policy to manage our accounts.
• Review and analyze day-to-day operation procedures together with service providers and identify potential operation improvements while effectively controlling costs.

Vendor Management
• Conduct periodic performance and KPI reviews with the service providers based on agreed contractual terms and conditions.
• Keep a solid working relationship with vendors and manage escalations as required.
• Manage billing, payments and contract negotiation as required.
• Provide proper budgeting and forecasts to the IT operations and establish service catalogs that can clearly present to the IT teams in the region as well as the business.
• Willing to work in non-office hours and under pressure. Some overseas travel may be required.

People Management
• Able to communicate effectively with internal business and IT teams, and effectively make sound management decisions
• Coach and lead the operation team to constantly challenge self and display professionalism

Project
• Contribute to the enhancement of IT solutions in the  Japan region through rollout of new versions
• Lead and manage global project deployment in collaboration with Infrastructures & Operations teams as well as other teams in IT department.
• Projects could include things such as the deployment of new ITSM tools, creation and deployment of a service catalogue to rationalize existing infrastructure management and better optimize the usage of infrastructure resources.

In addition, it is required to assist various event organized by divisions from infrastructure perspective to add more value to business and ensure the smooth operation of the event.

応募必要条件

職務経験 3年以上
キャリアレベル エグゼクティブ・経営幹部レベル
英語レベル 日常会話レベル
日本語レベル ビジネス会話レベル
最終学歴 大学卒: 学士号
現在のビザ 日本での就労許可が必要です

スキル・資格

• Undergraduate Degree in Engineering, Computer Science, Information Technology or related technical field with total 10+ years of relevant experience and at least 5 years’ work experience in IT Infrastructure with proven experience in MNC
• Good verbal and written communication skills (fluent Japanese, English)
• Professional qualification:
Mandatory: ITIL foundation
Preferred: PMP, Prince2
• Good interpersonal and communication skills and fluent in English.
• Strong experience with managing a team of technical / operation support staff and external vendors (day-to-day interaction on support and enhancement deliverables). Able to provide guidance, direction and feedback.
• Experience in retail, hospitality or luxury retail is preferred.
• Solid understanding of ITSM with process-oriented mindset and customer focus attitude
• Experience working with an enterprise level Service Management platform (e.g. ServiceNow).
• Have a focus on continuous improvement working with and driving Service Provider for success.
• Good project management experience with sound technical skills, advanced analytical ability, good judgment, and strong business focus.
• Ability to define and monitor KPIs on system operational efficiencies, improvements and training needs.
• Ability to identify, prioritize tasks within resource and time constraints.
• Organized, self-motivated, enthusiastic and proven rapid learning capability.
• High level of initiative and able to manage multiple tasks and desire to resolve problems and understand users’ needs.
• Strong team player and proactive collaborate with team members and Project teams.
• Ability to inspire, engage and drive new ideas. Ability to Innovate and think out of the box.
 

▼福利厚生制度
・各種社会保険完備
・交通費全額支給
・PC・スマートフォン貸与
・死亡時見舞金
・結婚祝金
・出産祝金
・社製品購入制度(香水・化粧品/ファッション商品/時計・宝飾品)
・健康診断・人間ドック補助
・保養所/宿泊施設優待
・スポーツクラブ優待
・語学研修優待
・その他優待制度
・社内行事多数(年始パーティー/お花見会/各種カルチャーイベント)
 

勤務地

  • 東京都 23区

労働条件

雇用形態 正社員
給与 経験考慮の上、応相談
勤務時間 ・所定労働時間:9:30~18:00(7.5h) 昼休み:12:45-13:45 ・フレックスタイム制度あり ・テレワーク制度あ
休日・休暇 ・完全週休2日制(土日) ・祝日・有給休暇、年末年始休暇、病気休暇、慶弔休暇、保存休暇

採用企業情報

会社の種類 大手企業 (300名を超える従業員数) - 外資系企業
人材紹介企業情報

Milestone株式会社

【欧州大手ラグジュアリーブランド  IT Division】  Service Delivery Manager の求人情報 | 外資系求人・英語を使う転職・就職ならキャリアクロス

会社説明

転職エージェントおよび海外語学留学のあっせん事業

  • 外資

福岡はもとより、東京・大阪・名古屋など全国の案件をご案内しております。
グローバルホテルチェーン・不動産・食品・ロジスティクス・小売りなど
Director/Sale manager/ Sales Rep./ Manager/ Executive Secretary

  • 医療

製薬メーカー・医療機器メーカー・CSO各社
MR/ 営業職/ 管理職/ 技術営業/ 臨床開発 CRC/CRA/ PMS/ドクター/ 看護師/ 薬剤師
特にすでにMRとしてご活躍の方の転職・や他業界の営業職(不動産・食品・事務メーカー)でご活躍の方をMRおよび医療機器営業職へのご紹介実績が多数ございます。
将来性・安定性に富む医療業界への転職を支援致します。

  • 海外留学事業

Oxford International Education Group日本地区代理店です。
UK:Oxford/Brighton/ Greenwich
Canada: Toronto/ Vancouver
US: San Diego
上記にスクールがあり 日本からの語学留学をご案内しています。
また、英国およびカナダへの夏休み・冬休みのジュニアプログラムもご紹介しています。