Service Delivery Management Services Leader

Appealing Points:

• Strategic leadership role governing end-to-end IT service delivery across infrastructure, cloud, security, workplace, network, platform, and operations domains
• High level of executive visibility, acting as senior escalation point and primary advocate for customer satisfaction with direct engagement with business stakeholders, executive sponsors, and governance boards
• Opportunity to lead large-scale service transformation, AI-enabled service management, automation, and continual improvement initiatives across a multi-vendor, global managed services environment

Annual Salary : ¥12,000,000 and above

Job Responsibilities

• Define and execute the enterprise Service Delivery Management strategy, and lead the evolution of the IT service delivery model
• Establish and maintain governance frameworks, lead service reviews, governance boards, and executive steering committees
• Lead end-to-end service management processes (Incident, Problem, Change, Request, Major Incident, Availability, Capacity, Configuration Management)
• Act as the primary advocate for customer satisfaction, lead Voice of Customer initiatives, and manage business relationships
• Lead continual service improvement programs and drive adoption of automation, AI-enabled service management, and self-service
• Govern relationships with managed service providers and strategic technology suppliers, including performance reviews and vendor consolidation
• Define operational KPIs, service scorecards, executive dashboards, and performance reporting frameworks
• Manage service delivery budgets, financial forecasts, cost optimization initiatives, and contract/commercial governance
• Ensure compliance with governance, regulatory requirements, and security policies; lead risk mitigation and business continuity planning
• Build and lead a high-performing Service Delivery Management organization, including talent strategy and succession planning

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field
• 12+ years of experience in IT Service Management, Service Delivery Leadership, Infrastructure Operations, or Managed Services environments
• 7+ years of leadership experience managing large, multi-functional IT service delivery organizations
• Proven experience overseeing enterprise-scale infrastructure services across multiple technology towers
• Experience in global, multi-vendor managed services and outsourced delivery environments
• Demonstrated success leading large-scale service transformation, operational excellence, and governance initiatives
• Deep understanding of ITSM principles, frameworks, and practices (Incident, Problem, Change, Release, Service Level, Availability, Capacity, Continual Service Improvement)
• Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems
• Strong knowledge of infrastructure services (cloud, workplace, network, platform, security, operations)
• Executive-level stakeholder management, communication, and negotiation skills

Preferred Qualifications

• ITIL Managing Professional, Strategic Leader, Expert, or Master Certification
• Project Management Professional (PMP) or PRINCE2 Certification
• Certified SIAM Professional (Service Integration and Management)
• Lean Six Sigma Green Belt or Black Belt
• COBIT Foundation or Governance Certifications
• Microsoft, AWS, or Google Cloud certifications
• Relevant service delivery, governance, or operational excellence certifications

Language Required: Business level Japanese and Business level English

Company Description:

This company is one of the largest IT consulting companies in Europe, with more than 200,000 employees based in locations in over 40 countries.

As a global leader in consulting, technology services and digital transformation, they were established in 2013 as a Japanese corporation of the world's leading IT consulting company at the forefront of innovation, and they offer a wide range of integrated services with the highest level of technology and abundant expertise.

[Passive smoking measures]

Indoor smoking

Designated smoking area

. Skillset Required: Strategic leadership, IT service delivery, Infrastructure, Cloud, Security, Workplace, Network, Platform, Operations, Service Delivery Management strategy, Governance frameworks, Service reviews, Governance boards, Executive steering committees, Incident management, Problem management, Change management, Request management, Major Incident management, Availability management, Capacity management, Configuration management, Customer satisfaction advocacy, Voice of Customer initiatives, Business relationship management, Continual service improvement, Automation, AI-enabled service management, Self-service, Managed service providers management, Strategic technology suppliers management, Performance reviews, Vendor consolidation, Operational KPIs, Service scorecards, Executive dashboards, Performance reporting, Budget management, Financial forecasting, Cost optimization, Contract governance, Commercial governance, Compliance management, Regulatory requirements compliance, Security policies compliance, Risk mitigation, Business continuity planning, Talent strategy, Succession planning, IT Service Management, Service Delivery Leadership, Infrastructure Operations, Managed Services, Enterprise-scale infrastructure services, Multi-technology tower management, Global managed services, Outsourced delivery environment, Service transformation, Operational excellence, ITSM principles, ITSM frameworks, ITSM practices, Release management, Service Level management, Continual Service Improvement, ServiceNow, Enterprise monitoring ecosystems, Executive stakeholder management, Communication skills, Negotiation skills, ITIL Managing Professional, Strategic Leader, Expert, Master Certification, Project Management Professional, PMP, PRINCE2 Certification, Certified SIAM Professional, Lean Six Sigma Green Belt, Lean Six Sigma Black Belt, COBIT Foundation, Governance Certifications, Microsoft Cloud certifications, AWS Cloud certifications, Google Cloud certifications, Service delivery certifications, Governance certifications, Operational excellence certifications, Japanese, English