Service Delivery Manager

An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16)
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 presentRoot Cause Analysisfor all major Incidents and problems, Generate Managed Servicesreportingand 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 Bachelors Degree in Business, IT, or related field or equivalent experience Certifications ITIL Foundations or higher certification is highly desirable, Work Experience 10+years ofIncident Management, Problem Management, or Crisis Managementexperience required, Exposure to technology projects and project management, Specialized Knowledge, Skills, And Abilities Advanced Skills in MS Office applications including Excel, Word, OneNote and Outlook ServiceNow and SharePointexperience is a plus, Ability to work independently and aggressively trackincidents Excellent documentation skills and attention to detail Ability to communicate well with customers and co-workers Ability to work in a team environment Strongproblem-solvingskills Strong communication skills (written, verbal, and presentation) Show