A global hardware maintenance service company is hiring a Service Delivery Manager
. This is a strategic role focused on developing teams and partners to build an optimal service foundation for the Japanese market.
Responsibilities:
Work directly under the CEO, contributing to key decisions and collaborating with global teams to deliver services to Japanese customers
Technical Support & Troubleshooting: Lead the team in providing technical assistance to customers and conducting internal training for engineers
Parts Management: Review BOM lists, manage inventory and purchasing plans, and coordinate with relevant teams to ensure timely delivery and replenishment
Team Management: Oversee hiring, development, and performance evaluation for the service team to enhance overall capabilities
Partner Management & Development: Identify and onboard new partners, maintain strong relationships with existing ones, and drive regular performance evaluations and improvements
Documentation & Knowledge Management: Develop and maintain technical documents, manuals, and FAQs; manage internal knowledge base to streamline operations
Project Management: Lead and coordinate support-related projects to ensure high-quality delivery within deadlines
Customer Relationship Management: Build long-term relationships, conduct regular customer satisfaction surveys, and lead root cause analysis (RCA) and improvement planning for any issues
Required Skills:
3+ years of experience in managing engineers and external partners, including partner development
3+ years of experience in budget management within a department
Business-level English proficiency (reading, writing, speaking)
Native-level Japanese proficiency (reading, writing, speaking)
High school diploma or above
Experience driving business initiatives from a strategic perspective
Strong problem-solving skills with a focus on customer satisfaction
Proactive mindset with the ability to anticipate issues and act accordingly
Possession of hardware certifications from vendors such as Lenovo, HP, Dell, IBM, Fujitsu, NEC, Toshiba, Cisco, or Juniper is a plus
Why should you apply:
A dynamic mission working directly with the CEO and collaborating with global teams, while focusing on the Japanese customer base
Opportunity to work with major enterprise clients across various industries such as telecom, finance, and manufacturing — making a real business impact through service delivery
Company Details:
Founded in 2011 in Singapore, this is the Japanese subsidiary of an independent service provider whose core business is hardware maintenance for enterprise systems. The company is highly regarded for its third-party maintenance (TPM) services, and its customer base continues to grow steadily. Leveraging global resources, the company is committed to delivering high-quality service.
Working Hours: Fully flexible working hours (no core time) *Monthly working hours based on standard 8-hour workdays (with a 1-hour break)
Working Style: Office attendance 5 days a week *Remote work available; frequency and schedule to be discussed and agreed upon with the manager
Holidays: Weekends (Saturday & Sunday) and national holidays off, Annual paid leave, sick leave, and special leave available
Services/Benefits: Full social insurance coverage, Commuting expenses reimbursed (up to ¥100,000/month), Retirement allowance system (for full-time employees only)
Interview Process: Two interviews (no paper test), Final interview to be held at the Tokyo office
