Appealing Points:
- Lead the Japan-based L1 Service Desk team within a global delivery model, with responsibility for people leadership and overall service performance.
- Drive service quality, operational control, client communication, compliance, risk management, and continuous improvement.
- Work in a bilingual Japanese-English environment, collaborating with Japan-based users, client stakeholders, global delivery teams, and management.
Annual Salary: 7 Million Yen and above
Job Responsibilities:
- Lead the Japan Service Desk team and remain accountable for overall delivery.
- Provide people leadership and support employee wellbeing and development.
- Monitor team performance and maintain operational control.
- Ensure service quality, stability, compliance, and continuity.
- Anticipate risks and coordinate corrective actions.
- Maintain clear communication and ensure instructions are understood and applied.
- Manage communication with Japan-based users, client stakeholders, global delivery teams, and management.
- Ensure effective collaboration with global hubs and client stakeholders.
- Manage escalations and provide appropriate service oversight.
- Drive continuous improvement of Service Desk operations and agreed processes.
- Support exceptional operational situations, critical escalations, client priorities, and service-related matters when required.
- Work with limited supervision in a visible, available, and proactive manner.
Job Qualifications:
- Proven experience leading a customer-facing Service Desk or IT support team in an international environment.
- Strong people-management skills, including coaching, performance follow-up, conflict management, motivation and team wellbeing.
- Ability to manage with limited supervision, remain effective under pressure and meet tight deadlines.
- Excellent interpersonal and communication skills across all levels, with a calm, factual and politically appropriate approach.
- Strong operational management capability, including SLA/KPI monitoring, workforce planning, queue management, quality control, risk management and reporting.
- Solid knowledge of incident, request, escalation, knowledge and access-management processes in an ITIL-oriented environment.
- Working knowledge of ServiceNow, Genesys or equivalent contact-centre and ITSM tools.
- Ability to analyse data, identify trends and root causes, and translate findings into clear corrective actions.
- Strong ownership and accountability, including for work delegated to Shift Leads or other team members.
- Proactive, structured and confident approach, with a practical continuous-improvement mindset.
- Understanding of Japanese workplace expectations and the ability to collaborate effectively with global teams.
Language Requirements: Native level Japanese and Business level English
Company Description
This company is one of the largest IT consulting companies in Europe, with more than 200,000 employees based in locations in over 40 countries.
As a global leader in consulting, technology services and digital transformation, they were established in 2013 as a Japanese corporation of the world's leading IT consulting company at the forefront of innovation, and they offer a wide range of integrated services with the highest level of technology and abundant expertise.
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. Skillset Required: People leadership, Service performance management, Service quality, Operational control, Client communication, Compliance, Risk management, Continuous improvement, IT Service Desk operational knowledge, Communication with Japan-based users, Collaboration with global delivery teams, Escalation management, Service Desk operations improvement, Employee wellbeing support, Team performance monitoring, Proactive team and service management
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