Summary of Position:
The role entails delivering IT services within SLA commitments to ensure top-notch service delivery and position the IT department as a leader in the luxury industry. Key responsibilities include managing End User Services, overseeing Helpdesk operations, driving Digital Workplace initiatives/projects, and handling IT asset and user account management activities. The position also involves ensuring high-quality IT services by overseeing ITSM (ServiceNow) and representing the Japan IT division in Global ITSM projects. Collaboration with various teams such as telecom vendors, Global Infrastructure, and Global Information Security is essential to manage outsourcing services providers effectively, ensuring the availability, performance, and security of the production environment and project delivery.
Responsibilities:
IT Service Delivery Management:
- Manage outsourcing Helpdesk service provider for L1/L2 support, ensuring 24/7 operation and adherence to SLI in the Service Catalog.
- Collaborate with Global ITSM project team to implement standard ITSM processes using ServiceNow.
- Ensure compliance with IT Operation Management Processes, including Incident, Problem, and Change management.
- Maintain service consistency across regions and develop operational standards applicable to regional countries.
- Responsible for IAM and compliance with the Information Security Policy for account management.
- Review daily operational procedures with service providers to identify operational improvements while managing costs effectively.
Vendor Management:
- Conduct regular performance and KPI reviews based on contractual terms.
- Maintain strong relationships with vendors and manage escalations when necessary.
- Handle billing, payments, and contract negotiations.
- Provide budgeting, forecasts, and establish service catalogs for IT teams and business stakeholders.
- Demonstrate flexibility in time management and ability to work under pressure, with potential overseas travel.
Team Supervision:
- Communicate effectively with internal business and IT teams to make informed management decisions.
- Coach and lead the operation team to maintain professionalism and drive continuous improvement.
Project Management:
- Enhance IT solutions in the Japan region through new version rollouts.
- Lead global project deployments with Infrastructures & Operations teams and other IT departments.
- Projects may involve deploying new ITSM tools, creating service catalogs, and optimizing infrastructure resources.
Additionally, support various events organized by divisions from an infrastructure perspective to enhance business value and ensure event operations run smoothly.
Qualifications
• 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.
Our client is a renowned luxury brand.