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Operations Manager

年収:800万 ~ 1500万

ヘッドハンター案件

部署・役職名 Operations Manager
職種
業種
勤務地
仕事内容 Responsibilities:

Work along with Service Desk Manager/Team Lead to manage the end-to-end operations of Service Desk

Conduct Account review meetings

Attend Client meetings along with Service Desk Manager/Team Lead

Participate in Customer escalation discussions

Give direction and guidance to Service Desk teams, supervise performance

Review critical deliverables to ensure adherence to SLA/KPI

Perform review of ageing tickets and conduct pending ticket analysis with Service Desk

Manager/Team Lead/Queue Manager

Ensure timely closure of all location specific reporting for Sr. Management monthly/weekly/quarterly reviews

Review Escalations/DSAT, Root Cause Analysis along with Corrective and Preventive action

Review Process Quality Audit feedback

Implement Best Practices and drive standardization across Service Desks in Japan

Active involvement in BCP and DR situations (BCP planning and execution)

New Deals – validate the solution and sizing assumptions, validate language and skill competency defined in the solution

Participate in new project transitions/migrations along with Transition team

Participate in Transition reviews

Call out Transition risks and seek intervention from Leadership

Host Service Desk Customer visits for new logos/existing logos (demonstrate Japan Service Desk capability and floor walk)

Bench management

Employee retention
応募資格

【歓迎(WANT)】

Eligibility:


Should be strong in Infra technical and process knowledge.
Should be strong in people management with capable to handle large team (100-200).
ITIL Certified / Project management certification

Key Experiences and Skills Required:

15-20 years of overall Infra End User Service experience with management experience as mandatory. Service Desk experience 8-10yrs.
Bachelor Degree
Excellent analytical, problem solving and critical thinking skills
Exceptional oral and written communication skills
Native Japanese Language (N1) is mandatory along with English speaking & Writing ability

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更新日 2022/04/24
求人番号 2165145

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