Role : Service Delivery Manager ( Japanese Language Expert )
This position will be focused on providing operational oversight on service delivery for D2OS clients and assisting with all aspects of multiple high-priority engagements. Service delivery typically includes incident, request, problem, and change management, and might include other processes as needed. This position will include an on-call rotation schedule to provide 24/7 support for clients Critical issues (Major Incident Management process).
Job Responsibilities/Essential Functions/Competencies
- Provide operational oversight to multiple D2OS Clients.
- Customer-facing for assigned clients for daily operations.
- Attending all internal and external meetings related to assigned clients.
- Participate in Onboarding new clients to operational readiness.
- Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
- Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for assigned clients.
- Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
- Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.
- Prepare and present operational reporting for the Monthly and Quarterly meetings.
- Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.
- Manage escalation bridges for critical incidents for D2OS Clients.
- Create and present Root Cause Analysis for all Critical Incidents in collaboration with the technical support team.
- Generate D2OS reporting and Key Performance Indicators.
- Work closely and support Process and Compliance leadership.
- Create and update documentation including Standard Operating Processes and Procedures.
- Perform training of D2OS processes for new employees.
- Build, develop, and maintain OEM and Vendor relationships as needed.
- Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.
Qualifications
These are the qualifications that are necessary for someone to be considered for the position.
Education
- Bachelor's Degree in Business, IT, or related field or equivalent experience.
Certifications
- ITIL certification is highly desirable.
Work Experience
- 5+ years of Incident Management, Request Management, Problem Management, or Crisis Management experience required.
- Exposure to technology projects and project management is a plus.
Specialized Knowledge, Skills, And Abilities
- Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook
- ServiceNow, Microsoft Teams, and SharePoint experience are a plus
- Excellent documentation skills and attention to detail
- Ability to communicate effectively with customers and co-workers
- Ability to work both independently and in a team environment
- Strong problem-solving, customer service, and conflict de-escalation skills
- Strong communication skills (written, verbal, and presentation)
