Skillhouse Internal Career Opportunity
Service/Change Manager (BSS Platform)
Position Title:
Service/Change Manager (BSS Platform)
Employment Type:
Permanent
Working Hours:
Japanese Level - Intermediate (JLPT Level 3),English Level - Advanced (TOEIC 860)
Salary
Description
A Global internet services company is looking for a Service/Change Manager for its Infrastructure, Incident and Operations Department.
Responsibilities:
- Handle the entire release management lifecycle, which involves stages such as: scheduling the release; coordinating between teams; deployment of release as per the schedule
- Ensure that changes to IT systems and infrastructure are made in a controlled and authorized manner and that they align with business objectives
- Coordinate the release schedule and resources required, depending upon third-party applications, defect backlogs, planned releases, and infrastructure updates
- Identify risks that have the potential to cause release delays, and manage them with project scope so that the quality of the release is not affected
- Develop implementation plans for complex requests for change, in terms of overall assessment, approval, and schedule for implementation
- Provide documentation (management information and statistics on the progress of changes for stakeholders, performance against service-level agreements, etc)
- Ensure that changes are properly impact-assessed and authorized; chair review meetings to assess the impact of availability, performance, security and compliance of the business services
- Review the effectiveness of change implementation, suggesting improvement to organizational procedures governing change control
- Participate in audits of the change control process and take responsibility for resulting actions based on findings and recommendations
- Ensure that release process elements are in full compliance with security policy and relevant national or international standards
- Identify, evaluate, and manage the adoption of appropriate release and deployment techniques, processes and tools (including automation tools and application management tools)
- Conduct post-release reviews to inform improvement to processes and procedures and keep stakeholders informed
Required Skills:
- A bachelor's degree in Information Technology or related field
- Experience in IT support (10+ years), with at least 5+ years of experience in a managerial role
- Knowledge and experience in the telecom and BSS (telecom) industry
- A good understanding of systems/processes: CRM, billing, collections, order management, product catalogue, mediation, asset management, etc.
- Solid troubleshooting skills in relation to solving issues and strong knowledge of IT support processes and best practices
- Excellent written and oral communication skills – able to communicate technical information in layman’s terms
- Excellent interpersonal skills – able to influence and persuade, is comfortable championing processes across multiple user groups, and adjusts style to needs of audience
- Sound relationship management skills – able to build and maintain effective working relationships
- Strong organizational skills – able to prioritize and effectively manage competing demands without any loss of quality or service
- Solid understanding of change process, including an understanding of issues and challenges
- In-depth working knowledge of service management processes (Incident, Problem and Change Management)
Why should you apply:
- Great opportunity to be able to work for well-established company
- Cross-departmental communication is possible in an international environment
Company Details:
Our client is a global company with a strong presence across multiple business sectors. They are experiencing sustained growth both domestically and internationally, including in the U.S. and Europe. They boast a diverse and international environment and are committed to equal opportunity, which means career opportunities abound. Because of the variety of businesses, there is a wide range of technologies that we handle! You can also choose the environment you are most comfortable with, such as Windows/Mac! Meals at the company cafeteria are also free. Our chefs are always coming up with new menu items, so you can enjoy your meal without getting bored!
Working Hours: 9:00 – 17:30 (Mon-Fri)
Working Style: Hybrid (4 days in office, 1 day work from home)
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits: Social insurance, childcare support, stock options, commuting allowance, free cafeteria, personal clothing, no smoking indoors (designated smoking areas available)
Interview Process: 3 times