Service Delivery Lead

Recruitment sector: On-site

Duty stations: Japan


  • - 3-5 years’ project management experience handling multiple accounts

  • - Technical skills (preferably experience in AVAYA domAain)

  • - Has IT infrastructure and network background

  • - Must be willing to travel within Japan occasionally


Roles & Responsibilities:

  • - Manage portfolio of service delivery projects, primarily in Japan, but can expand to multiple countries

  • - Be accountable for and contribute to the overall performance of Japan service delivery

  • - Maintain positive relationships with customers

  • - Identify customer needs and support customer engagement and solutioning

  • - Lead service delivery team, manage conflict, and ensure the team's processes and tasks are carried out efficiently

  • - Ensue SLA achievement with high level of customer satisfaction

  • - Deliver service reports and run service delivery meetings as required

  • - Manage finances and budgets; determine ways to optimize costs

  • - Follow up if service delivery is not meeting expectations, manage escalations by removing obstacles; pulling in additional skills or resources when needed

  • - Communicate across organization boundaries from engineers through to senior managers

  • - Assess customer feedback on service delivery and work with customer and delivery team to establish continuous improvement plan for long term customer and company interests

  • - Manage third party vendors as required

  • - Collaborate with senior management on customer account management and growth

  • - Ability to follow hardware and software best practices and industry trend



- Japanese – native  or N1

- English – required, business level


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