Service Delivery Manager (Team Manager)
Service Delivery Manager (Team Manager)
Job type:
Skillhouse Contract
Specialization:
Project & Product Management
Language Level:
English Level - Advanced (TOEIC 860),Japanese Level - Advanced (JLPT Level 1)
Location:
Tokyo
Salary:
¥800,000.00 - ¥1,000,000.00 Monthly
Job Reference:
494528
A cutting-edge Japanese firm with a Silicon Valley mindset is seeking an experienced & proactive Service Delivery Manager to lead a small SysAdmin (L2) team within IT Operations under Enterprise Technology (EnTec), responsible for enterprise platform operations, escalated technical support, & service improvement initiatives.
This team acts as the bridge between L1 Support and L3 Engineering, handling complex incidents, administering core IT platforms, & delivering automation, integrations, & operational projects. The role ensures high-quality service delivery, stable BAU operations, & continuous optimization of tools & processes.
Responsibilities:
- Lead, coach, and manage a bilingual L2 systems administration and engineering team.
- Oversee daily service delivery across BAU support, projects, and automation initiatives.
- Manage stand-ups, track tickets/projects, prioritize workload, and remove blockers.
- Monitor SLAs, KPIs, and team capacity to ensure consistent service quality.
- Act as the primary escalation point for complex and high-impact incidents.
- Coordinate issue resolution and system changes with L3 engineering and platform owners.
- Ensure secure, stable, and compliant operation of enterprise systems.
- Drive automation and process improvements, reducing repeat escalations and enabling shift-left practices.
- Oversee identity, SaaS, cloud, infrastructure administration, governance, audits, and vendor coordination.
- Provide reporting, lead service reviews, foster continuous improvement, and promote a culture of accountability and operational excellence.
Required Skills:
- 5+ years’ experience in IT operations, service delivery, or systems administration
- Experience leading or mentoring technical teams
- Strong understanding of L2/L3 support models & ITIL-based processes
- Working knowledge of enterprise SaaS, identity & access management, cloud platforms, infrastructure
- Experience balancing BAU operations with project delivery
Why should you apply:
- Contribute to a company delivering Silicon Valley Innovation with Made in Japan Quality, including smart cities, autonomous driving, AI, and robotics
- Opportunity to develop into an SME in areas such as automation, cloud, integration, AI implementation at corporate level etc.
Company Details:
A cutting-edge Japanese company with a Silicon Valley mindset is leading the charge in revolutionizing mobility, driven by a bold vision to enhance efficiency, comfort, and sustainability. More than just building products, this company is focused on shaping the future of how we live. With diverse, innovative teams working on groundbreaking projects such as software-defined vehicles and next-generation transportation solutions, the company fosters a collaborative and dynamic work environment. Its talented, multicultural team is proactive, eager to learn, and committed to driving real change. Featuring state-of-the-art offices, advanced robotics, and a culture that embraces innovation, this is the perfect place to be part of a movement that is changing the future of mobility.
Working Hours: 9:00 - 18:00 JST, Mon - Fri
Work Style: 4 days in-office, 1 day WFH (5 days in-office during first 1 month)
Holidays/Leave: Weekends, public holidays, year-end and New Year holidays, paid leave, and other special leave
Benefits: Full social insurance, DC pension plan, transportation expenses, Skillhouse University, Test Payback System, etc.
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