Manager, IT Service Management



Date posted:

October 16, 2018

Employment type:


Job reference:



IT and technology


Principal Responsibilities:

  • Design & optimize the ITSM processes to ensure consistency across all IT (Application Development and Infrastructure organizations)
  • Align to compant global process and tools(Service Now) where possible. Design and operations need to be continuously improved by cooperating/discussing with global service owner.
  • Tailoring communications to various key stakeholders during high impact incidents is a critical responsibility
  • Ensure root cause analysis and remediation plans are tracked and implemented in a timely manner
  • Although not a primary responsibility, be familiar with the CAB (Change Advisory Board) process enough to act as a deputy and backup for the CM service owner.
  • Define KPIs for IT services and drive improvements based on KPI data
  • Implement, train and maintain ITSM tools(Service Now)
  • Staff and vendor management relate to delivering IT services
  • Ensure compliance with control policies and all risks identified through self-assessments or outside groups are addressed in a timely manner

Knowledge/Skills/Competencies Required:

  • Leadership skills to manage an unit of 3+ staff (FTE + vendors staff)
  • Strong teamwork skills to work across regions (Asia, US, EMEA) and with other parts of the Japan IT organization (App Dev, services within Infra org)
  • Take a “Command & Control” role to ensure incidents are well managed, communicated and ultimately resolved in a timely manner
  • Strong communication skills to manage senior stakeholders (particularly during major incidents)
  • Broad IT understanding ( in-depth technical skills is not)
  • Have a strong understanding of the ITIL model
  • Be data driven to drive process improvement
  • Experience working in insurance or bank is recommended but not required
  • 5+ years’ work experience and 3+ years’ experience in a similar ITSM (ITIL related role) or Help Desk based role is desired
  • Native Japanese + business level English is a minimum requirement. Full bilingual desired.


Ote Center Bldg, 22F
1-1-3 Otemachi
Japan, Tokyo
+813 5219 6633