IT Service Management, ITSM Manager

Job Type
9,000,000 JPY - 11,000,000 JPY per year
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


 This is a great opportunity to work with talented professionals for a leading global life insurance company;


[Summary of Responsibilities]

- Primary service owner for Incident, Problem and Change Management (ITSM) process

- Secondary responsibility is IT Operations reporting to Management layer


[Principal Responsibilities]

- Design & optimize the ITSM processes to ensure consistency across all IT (Application Development and Infrastructure organizations)

- Align to the global process and tools (Service Now) where possible. Design and operations need to be continuously improved by cooperating/discussing with global service owner

- Tailoring communications to various key stakeholders during high impact incidents is a critical responsibility

- Ensure root cause analysis and remediation plans are tracked and implemented in a timely manner

- Although not a primary responsibility, be familiar with the CAB (Change Advisory Board) process enough to act as a deputy and backup for the CM service owner

- Define KPIs for IT services and drive improvements based on KPI data

- Implement, train and maintain ITSM tools(Service Now)

- Staff and vendor management relate to delivering IT services

- Ensure compliance with control policies and all risks identified through self-assessments or outside groups are addressed in a timely manner

Required Skills

- Experience in ITSM field – especially on incident management (running incident calls, writing bilingual incident reports)

- Person should be fully bilingual (both excellent writing and speaking)

- Person must have worked in time-sensitive environments – for example telcos, ISP, credit card companies, market data..

- Ideally person will have worked in a multinational organization with transnational systems

- Relevant ITSM certifications (ITIL etc.)

Preferred Skills

- Help Desk based experience with Service Management