A foreign IT services consulting firm is looking for a Service Delivery Manager.

Responsibilities

- IT experience in Application platform support with Incident, Change, and Problem Management in a Service Operations lead role

- Good experience in SLA adherence, ticket management, Escalation and Notification management

- Follow-ups and mitigation of incidents until resolution adhering to the agreed process & SOPs.

- Takes ownership of every open ticket, drives them from New to Completion maintains the ticket health and quality aspects

- Monitor & report and manage Service Metrics and KPIs of the service provider

【Company Details】

A Fortune 500 leader in the global insurance industry. Building on 100 years of experience, today their member companies provide a wide range of property casualty insurance, life insurance, retirement solutions, and other financial services to customers in more than 80 countries and jurisdictions around the world. The Group's products and services provide a wide range of support to protect the assets, risk management, and retirement security of corporate and individual clients. The holding company is listed on the New York Stock Exchange. The Japan office is the largest one, after US, and deals with most of the business in the APAC region. In view of this, the company has a very international environment, with plenty of opportunities for working on cross-regional projects and dealing with US and European offices. The company is also strongly committed to employees well-being by providing extensive benefits and career improvement opportunities. 

【Working Hours】
9:00-18:00 (Monday to Friday)　 Hybrid (2 days WFH allowed)

【Holidays】

Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays, Nursing Care Leave, Volunteer Leave, 20 days paid vacations for the first year, Childcare Leave, etc.

【Services / Benefits】

Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), Massage rooms, wellness program, English language programs, women's leadership development programs, training and learning programs including initial training, defined benefit corporate pension plan, defined contribution pension plan, etc.

- IT experience in Application platform support with Incident, Change and Problem Management in a Service Operations lead role

- SAP experience

- Experience in ITSM following ITIL Framework and Methodologies with best practices to deliver under SLA targets.

- Experience in Handling P1, P2 and P3/P4 Issues, bridge calls, Impact Communications (notification & escalation)

- ITIL Foundation certification