Service Delivery Manager

Job Description Important: This role involves rotational night shift. World Wide Technology, Inc. has an opportunity available for a Service Delivery Manager in Infrastructure Services Managed Services. This position will be focused on providing operational oversite for our Managed Services customers. Oversight includes assisting with all aspects of high-priority projects, incidents, major incidents, and service requests. This position includes an on-call rotation schedule with team members to provide 24X7 support for Managed Services. Candidates must embrace World Wide Technology's Core values (Why WWT - Culture - WWT). Your Responsibilities - Integrate with Managed Services teams and Managed Services customers. Specifically, you will collaborate, coordinate, and communicate with your peer Customer Service Managers, Engineers, Architects, Service Desk Representatives, as well as customer executives and supporting team members. - Act as the escalation point for all Managed Services operational requests and issues. - Provide operational oversight to Managed Services customers. - Be customer-facing for daily operations. - Attend all internal and external meetings related to assigned customers. - Participate in onboarding new customers to operational readiness. - Have demonstrative experiences with ITIL Service Management practices, including Incident, Change Enablement, Service Request, Major Incident Management, Problem Management, Knowledge Management, and Asset Management. - Own the delivery of managed services and are responsible for the health of the services, independently of which department or group within WWT or an OEM the services are sourced. - Demonstrate extreme ownership for customers. - Learn to navigate the organization quickly and effectively. - Review all incidents, major incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality. - Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned customers. - Must be able to anticipate, remediate, and report risks. - You must act with a problem-solving mindset. - Prepare and conduct weekly, monthly, and quarterly operations meetings for all assigned Managed Service customers. - Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support Managed Services customers. - Manage escalation bridges for major incidents or problems for Managed Services customers. - Create and present Root Cause Analysis for all major Incidents and problems. - Generate Managed Services reporting and Key Performance Indicators (e.g. MTTR). - Learn, follow, and improve processes and compliance functions. - Create and update documentation including Standard Operating Processes and Procedures. - Perform training for new employees. - Build, develop, and maintain OEM and Vendor relationships. , Education - Bachelor's Degree in Business, IT, or related field or equivalent experience Certifications - JLPT N2 certification - ITIL Foundations or higher certification is highly desirable. Work Experience - 8 years of Incident Management, Problem Management, or Crisis Management experience required. - Exposure to technology projects and project management. - Must be fluent in Japanese - Credentialed or certified at an N2 level or better. Alternatively, the candidate must be able to demonstrate a command of Japanese speaking, writing, and presenting skills. The candidate will be interviewed in Japanese by a native speaker. - Must possess C2 in CPE (Cambridge Proficiency Exam) or IELTS (International English Language Testing System ) at a band level of 7 or higher or proficiently able to demonstrate a command of English speaking, writing, and presenting. The candidate will be interviewed in English by a native speaker. - Advanced Skills in MS Office applications including Excel, Word, OneNote and Outlook - ServiceNow and SharePoint experience is a plus. - Ability to work independently and aggressively track incidents - Excellent documentation skills and attention to detail - Ability to communicate well with customers and co-workers - Ability to work in a team environment - Strong problem-solving skills - Strong communication skills (written, verbal, and presentation)