We are looking for a Service Delivery Management Services Leader responsible for governing end-to-end IT service delivery operational excellence customer satisfaction supplier management transformation governance and continual service improvement across all infrastructure towers. The role focuses on integrated service management governance KPI-driven operations vendor consolidation AI-enabled service delivery and business-aligned outcomes.
Job Responsibilities:
Service Delivery Strategy & Leadership
Define and execute the enterprise Service Delivery Management strategy aligned with business objectives operational priorities and technology transformation programs.
Establish a customer-centric service management culture focused on business outcomes service quality and operational excellence.
Lead the evolution of the IT service delivery model ensuring scalability consistency and alignment with organizational growth objectives.
Develop multi-year operational roadmaps that support modernization automation and service transformation initiatives.
Serve as the senior escalation point for service delivery issues impacting business operations.
Service Governance & Operational Management
Establish and maintain governance frameworks across all infrastructure service towers.
Lead service reviews operational governance boards and executive steering committees.
Ensure adherence to SLAs OLAs KPIs and contractual obligations across all service domains.
Drive service accountability through structured governance reporting and performance management processes.
Implement standardised operational practices that support consistency compliance and service excellence.
Integrated Service Management
Lead end-to-end service management processes including Incident Problem Change Request Major Incident Availability Capacity and Configuration Management.
Ensure effective coordination across multiple service providers and technology towers.
Establish integrated service management practices that eliminate operational silos and improve customer outcomes.
Oversee service lifecycle management from onboarding through continual improvement.
Promote proactive service management through operational analytics trend analysis and predictive insights.
Customer Experience & Business Relationship Management
Act as the primary advocate for customer satisfaction and business service outcomes.
Develop strong relationships with business stakeholders and executive sponsors.
Lead Voice of Customer initiatives and service satisfaction programs.
Ensure services align with business priorities operational requirements and strategic goals.
Drive service improvement initiatives that enhance customer experience and perceived value of IT services.
Continuous Improvement & Service Transformation
Lead continual service improvement programs across all operational functions.
Drive adoption of automation AI-enabled service management self-service and operational analytics.
Identify opportunities to improve service quality efficiency cost performance and customer experience.
Promote best practices aligned with service management frameworks and modern operating models.
Partner with transformation teams to implement modernization and operational optimization initiatives.
Supplier & Vendor Management
Govern relationships with managed service providers outsourced partners and strategic technology suppliers.
Monitor supplier performance against contractual commitments and agreed service levels.
Lead supplier performance reviews improvement programs and governance forums.
Support vendor consolidation initiatives and service integration activities.
Ensure vendors contribute effectively toward business objectives and operational outcomes.
Service Performance & Reporting
Define operational KPIs service scorecards executive dashboards and performance reporting frameworks.
Establish service measurement methodologies that provide actionable business insights.
Monitor and report on service quality service level attainment operational risks customer satisfaction and financial performance.
Ensure accurate and transparent reporting is available to executive leadership and stakeholders.
Drive performance improvement initiatives where operational objectives are not being achieved.
Financial & Commercial Management
Manage service delivery budgets financial forecasts cost optimization initiatives and operational expenditure.
Support contract management commercial governance and supplier negotiations.
Identify opportunities for cost reduction through standardisation automation service optimization and vendor rationalisation.
Ensure financial transparency and effective management of service delivery investments.
Align service delivery strategies with business value realisation objectives.
Risk Compliance & Service Resilience
Ensure service delivery adheres to organizational governance regulatory requirements and security policies.
Lead operational risk identification mitigation and remediation activities.
Oversee business continuity disaster recovery coordination and operational resilience planning.
Ensure services are designed and operated to minimize business disruption.
Maintain strong governance controls supporting audit readiness and compliance obligations.
People Leadership & Organizational Development
Build and lead a high-performing Service Delivery Management organization.
Develop talent strategies succession plans capability development programs and leadership pipelines.
Foster collaboration across service towers business units and partner organizations.
Promote a culture of accountability innovation customer focus and continuous learning.
Coach and mentor service management professionals and operational leaders.
The candidate should meet the following qualifications experience technical expertise and leadership requirements:
Education:
Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field.
Professional Experience:
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 operating within global multi-vendor managed services and outsourced delivery environments.
Demonstrated success leading large-scale service transformation operational excellence and governance initiatives.
Technical & Service Management Expertise:
Deep understanding of IT Service Management (ITSM) principles and frameworks.
Expertise in Incident Problem Change Release Service Level Availability Capacity and Continual Service Improvement practices.
Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
Strong knowledge of infrastructure services including cloud workplace network platform security and operations domains.
Familiarity with automation AI-enabled service management analytics and performance reporting platforms.
Understanding of operational governance service integration supplier management and commercial management processes.
Knowledge of modern IT operating models and digital transformation methodologies.
Leadership & Business Skills:
Executive-level stakeholder management and communication skills.
Strong customer engagement and relationship management capabilities.
Ability to balance operational priorities with strategic business objectives.
Proven leadership in driving organizational change and service transformation.
Strong analytical financial negotiation and problem-solving skills.
Experience influencing senior executives business leaders suppliers and governance boards.
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.
Required Skills:
We are looking for a Service Delivery Management Services Leader responsible for governing end-to-end IT service delivery operational excellence customer satisfaction supplier management transformation governance and continual service improvement across all infrastructure towers. The role focuses on integrated service management governance KPI-driven operations vendor consolidation AI-enabled service delivery and business-aligned outcomes.
Job Responsibilities:
Service Delivery Strategy & Leadership
Define and execute the enterprise Service Delivery Management strategy aligned with business objectives operational priorities and technology transformation programs.
Establish a customer-centric service management culture focused on business outcomes service quality and operational excellence.
Lead the evolution of the IT service delivery model ensuring scalability consistency and alignment with organizational growth objectives.
Develop multi-year operational roadmaps that support modernization automation and service transformation initiatives.
Serve as the senior escalation point for service delivery issues impacting business operations.
Service Governance & Operational Management
Establish and maintain governance frameworks across all infrastructure service towers.
Lead service reviews operational governance boards and executive steering committees.
Ensure adherence to SLAs OLAs KPIs and contractual obligations across all service domains.
Drive service accountability through structured governance reporting and performance management processes.
Implement standardised operational practices that support consistency compliance and service excellence.
Integrated Service Management
Lead end-to-end service management processes including Incident Problem Change Request Major Incident Availability Capacity and Configuration Management.
Ensure effective coordination across multiple service providers and technology towers.
Establish integrated service management practices that eliminate operational silos and improve customer outcomes.
Oversee service lifecycle management from onboarding through continual improvement.
Promote proactive service management through operational analytics trend analysis and predictive insights.
Customer Experience & Business Relationship Management
Act as the primary advocate for customer satisfaction and business service outcomes.
Develop strong relationships with business stakeholders and executive sponsors.
Lead Voice of Customer initiatives and service satisfaction programs.
Ensure services align with business priorities operational requirements and strategic goals.
Drive service improvement initiatives that enhance customer experience and perceived value of IT services.
Continuous Improvement & Service Transformation
Lead continual service improvement programs across all operational functions.
Drive adoption of automation AI-enabled service management self-service and operational analytics.
Identify opportunities to improve service quality efficiency cost performance and customer experience.
Promote best practices aligned with service management frameworks and modern operating models.
Partner with transformation teams to implement modernization and operational optimization initiatives.
Supplier & Vendor Management
Govern relationships with managed service providers outsourced partners and strategic technology suppliers.
Monitor supplier performance against contractual commitments and agreed service levels.
Lead supplier performance reviews improvement programs and governance forums.
Support vendor consolidation initiatives and service integration activities.
Ensure vendors contribute effectively toward business objectives and operational outcomes.
Service Performance & Reporting
Define operational KPIs service scorecards executive dashboards and performance reporting frameworks.
Establish service measurement methodologies that provide actionable business insights.
Monitor and report on service quality service level attainment operational risks customer satisfaction and financial performance.
Ensure accurate and transparent reporting is available to executive leadership and stakeholders.
Drive performance improvement initiatives where operational objectives are not being achieved.
Financial & Commercial Management
Manage service delivery budgets financial forecasts cost optimization initiatives and operational expenditure.
Support contract management commercial governance and supplier negotiations.
Identify opportunities for cost reduction through standardisation automation service optimization and vendor rationalisation.
Ensure financial transparency and effective management of service delivery investments.
Align service delivery strategies with business value realisation objectives.
Risk Compliance & Service Resilience
Ensure service delivery adheres to organizational governance regulatory requirements and security policies.
Lead operational risk identification mitigation and remediation activities.
Oversee business continuity disaster recovery coordination and operational resilience planning.
Ensure services are designed and operated to minimize business disruption.
Maintain strong governance controls supporting audit readiness and compliance obligations.
People Leadership & Organizational Development
Build and lead a high-performing Service Delivery Management organization.
Develop talent strategies succession plans capability development programs and leadership pipelines.
Foster collaboration across service towers business units and partner organizations.
Promote a culture of accountability innovation customer focus and continuous learning.
Coach and mentor service management professionals and operational leaders.
Education:
Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field.
Professional Experience:
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 operating within global multi-vendor managed services and outsourced delivery environments.
Demonstrated success leading large-scale service transformation operational excellence and governance initiatives.
Technical & Service Management Expertise:
Deep understanding of IT Service Management (ITSM) principles and frameworks.
Expertise in Incident Problem Change Release Service Level Availability Capacity and Continual Service Improvement practices.
Experience with service management platforms such as ServiceNow and enterprise monitoring ecosystems.
Strong knowledge of infrastructure services including cloud workplace network platform security and operations domains.
Familiarity with automation AI-enabled service management analytics and performance reporting platforms.
Understanding of operational governance service integration supplier management and commercial management processes.
Knowledge of modern IT operating models and digital transformation methodologies.
Leadership & Business Skills:
Executive-level stakeholder management and communication skills.
Strong customer engagement and relationship management capabilities.
Ability to balance operational priorities with strategic business objectives.
Proven leadership in driving organizational change and service transformation.
Strong analytical financial negotiation and problem-solving skills.
Experience influencing senior executives business leaders suppliers and governance boards.
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.
Required Education:
Bachelors degree in Information Technology Computer Science Engineering Business Administration or a related field.
Employment Type : Full Time
Experience: years
Vacancy: 1
Service Delivery Management Services Leader • Tokyo, Tokyo, Japan
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