Service Delivery Manager  ( Japanese Language Expert )

Job Responsibilities/Essential Functions/Competencies :

• Provide operational oversight to multiple D2OS Clients.
• Customer-facing for assigned clients for daily operations.
• Attending all internal and external meetings related to assigned clients.

• Participate in Onboarding new clients to operational readiness.
• Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
• Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for assigned clients.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.

• Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.
• Prepare and present operational reporting for the Monthly and Quarterly meetings.

• Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.
• Manage escalation bridges for critical incidents for D2OS Clients.
• Create and presentRoot Cause Analysisfor all Critical Incidents in collaboration with the technical support team.
• Generate D2OSreportingand Key Performance Indicators.
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures.
• Perform training of D2OS processes for new employees.
• Build, develop, and maintain OEM and Vendor relationships as needed.
• Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.

Certifications:

• ITIL certification is highly desirable.

Specialized Knowledge, Skills, and Abilities :

• Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook
• ServiceNow, Microsoft Teams, and SharePoint experience are a plus
• Excellent documentation skills and attention to detail
• Ability to communicate effectively with customers and co-workers
• Ability to work both independently and in a team environment
• Strongproblem-solving, customer service, and conflict de-escalation skills
• Strong communication skills (written, verbal, and presentation)