A Global Insurance Japan is seeking a talented Outsourcing Service Delivery Manager
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Responsibilities:
- Service Quality and SLA Management: Monitor and evaluate the quality of IT services delivered by vendors against established SLAs and KPIs.
- Identify performance deviations and lead corrective actions to address issues proactively.
- Maintain ongoing communication with vendors to drive continuous improvement in service quality.
- IT Operations Process Control and Improvement: Oversee the execution and adherence to ITIL-based processes such as incident, change, and release management.
- Drive standardization and process improvements across different service towers to optimize operational efficiency.
- Operational Handover Oversight: Identify systems/applications and operational scopes for transition to new vendors.
- Ensure comprehensive knowledge transfer and a smooth operational handover, including mapping responsibilities between current and future vendors.
- Assess vendor readiness based on predefined exit criteria and operational milestones during transition phases.
- Coordination Across Stakeholders Related to IT Service Issues: Act as the central point of contact among business units, IT teams, vendors, and project/program teams to facilitate issue resolution.
- Organize and facilitate regular service review meetings to evaluate performance, discuss challenges, and agree on improvement actions with vendors.
- Relationship Management: Act as the main point of contact between the client and vendor for operational matters.
- Foster a collaborative partnership to resolve issues, manage risks, and enable innovation.
- Service Performance & Reporting: Conduct regular service review meetings with the vendor.
- Prepare and deliver performance reports to stakeholders, highlighting achievements, issues, and improvement opportunities.
- Transition & Transformation Support: Support onboarding or transition of services to/from vendors.
- Coordinate knowledge transfer, process documentation, and operational readiness.
- Continuous Improvement: Identify and implement opportunities for service optimization and cost efficiency.
- Promote best practices and innovation in service delivery.
Required Skills:
- Bachelor's degree in Information Technology, Business Administration, or related field, or equivalent level of experience
- Overall, 10+ years of IT Service Management experience
- 5~10+ years of work experience with multi-vendor or offshore delivery models.
- Proven experience in IT service management, vendor management, or related roles.
- Strong understanding of ITIL processes and SLA management.
- Excellent stakeholder management and communication skills.
- Ability to lead process improvements and drive operational excellence.
- Analytical mindset with problem-solving capabilities and focus on metrics, performance, and improvement.
Why should you apply:
- This is a long-term opportunity
- You will be working with international team members
- Learn new technologies and on large scale projects
Company Details:
A leading international insurance organization operates in over 130 countries and jurisdictions, offering services to commercial, institutional, and individual clients through one of the most extensive global property and casualty insurance networks. In addition to general insurance, the organization is also a prominent provider of life insurance and retirement services in the United States. Its common stock is publicly traded on both the New York and Tokyo stock exchange.The group's Japan-based affiliate provides IT-related services to support the organization’s operations within the country.
Working Hours:
9:00 - 17:30 (Mon-Fri)
Working Style:
Hybrid (4 days in office, 1 day work from home)
Holidays:
Saturday, Sunday, National Holidays, Year-end and New Year Holidays, 27 Paid Holidays every year (20 paid leaves, and 7 especial leaves)
Services/Benefits:
Social insurance, Employee Pension Scheme, Transportation Fee
Interview Process: 3
