Japanese speaking IT Operations Service Delivery Manager

A Japanese IT company in Belgium is currently recruiting a Japanese speaking IT Operations Service Delivery Manager.

You will be leading Major Incident and Crisis Management for swift service restoration, ensuring ITIL service operations, and establishing KPIs with vendors.

Minimum 3 years of experience in the IT industry is required for this role.

TYPE : Permanent, full-time

WORKING HOURS : Monday to Friday 9 : 00-17 : 00

SALARY : €60-85K, depending on experience

START : ASAP

LOCATION : Near Brussels, Belgium (Hybrid working available)

VISA : The company can provide visa support for the right candidate

IT Operations Service Delivery Manager Main Responsibilities :

• Lead and support Major Incident Management and Crisis Management to ensure quick restoration of business services
• Own and ensure ITIL service operations processes are implemented and operating properly
• Meet with third party vendors for contract discussion specifically for SLAs, KPIs & OLAs
• Establish new Key Performance Indicators, supporting the Customer Experience. Ensure agreement on KPIs with all involved parties as clear and agreed criteria for service performance and quality maintenance
• Be part of major deliveries to ensure quality in process deployment to production environment with minimal defects and impact to end user
• Ensure Service Restoration, Clearance of Residual Impacts and Root Cause Analysis actions through the Resolver groups, including but not limited to Application, Infrastructure, Network teams and Third Parties
• Run daily calls involving all critical Applications, Infrastructure, Network and Security teams
• Guide SOC, Operations, and Infrastructure and Network teams on support processes, to ensure they follow the Incident, Problem and Change Management Process using relevant ITSM tools
• Guide SOC in converting Events to Incidents based on their impact
• Identify improvements across Applications, Infrastructure and Network teams, and drive those as part of CSIP
• Establish Business Continuity Planning for the SDM function, to always ensure a high standard of availability and quality management
• Proactively document all information, processes, and procedures, and ensure regular maintenance and document management, to achieve a Centre of Service Excellence as an integral responsibility as service provider to the customer

IT Operations Service Delivery Manager Ideal Candidate :

• Minimum 3 year of experience in IT
• Experience as an Incident Manager
• Experience in network management / service management
• Certification ITIL
• Experience in leading and facilitating meetings
• Business fluency in English and Japanese
• Demonstrated leadership, ethics, and sound judgement, both independently and as part of a team
• Bad news first and fast mindset
• Logical and excellent communication skills
• Strong ability in information research and
• Thrives in problem solving, with fact-based (quantitative where applicable) analytical mindset
• Ability of documenting and presenting (both mandatory) process flows and standards or
Vor 30+ Tagen