Senior Service Delivery Manager

Job SummaryThe Sr. Service Delivery Manager serves as an escalation point within WWT's Managed Services organization. This role provides oversight across multiple high-profile client accounts, ensuring service excellence, continuous improvement, and client satisfaction. The Sr. SDM is responsible for driving cross-functional alignment, influencing the evolution of delivery processes, and mentoring delivery teams to ensure successful outcomes. This role requires bilingual fluency in Japanese and English to support global clients, executive communications, and operational delivery.Job ResponsibilitiesProvide strategic oversight and direction for Managed Services operations across multiple high-complexity client accounts.Act as a senior escalation point and lead incident commander for critical outages, complex issues, or cross-client impacts.Lead operational strategy and execute high-priority client initiatives including onboarding, transformation, and crisis management.Create and maintain Standard Operating Processes and Procedures.Train D2OS processes to new employees across Managed Services.Monitor SLA/SLT/SLO adherence and drive continuous improvement through root cause analysis.Build and maintain OEM and vendor relationships.Manage D2OS Major Incident Management escalation bridges.Create and present Root Cause Analysis for all critical incidents.Represent Managed Services in cross-functional initiatives and executive briefings.An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16)Integrate with Day 2 Operating Services (D2OS) teams and WWT customers. Specifically, you will collaborate, coordinate, and communicate with your peer Customer Service Managers, Engineers, Architects, Service Desk Representatives, as well as customer executives and supporting team members.Act as the escalation point for all D2OS operational requests and issues.Provide operational oversight to D2OS customers.Be customer-facing for daily operations.Attend all internal and external meetings related to assigned customers.Participate in onboarding new customers to operational readiness.Have demonstrative experiences with ITIL Service Management practices, including Incident, Change Enablement, Service Request, Major Incident Management, Problem Management, Knowledge Management, and Asset Management.Own the delivery of D2OS and are responsible for the health of the services, independently of which department or group within WWT or an OEM the services are sourced.Demonstrate extreme ownership for customers.Review all incidents, major incidents, changes, requests, problems, and all D2OS monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality.Must be able to anticipate, remediate, and report risks.You must act with a problem-solving mindset.Prepare and conduct weekly, monthly, and quarterly operations meetings for all assigned S2OS customers.Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support D2OS customers.Generate D2OS reporting and Key Performance Indicators (e.g. MTTR).Learn, follow, and improve processes and compliance functions.EducationBachelor’s Degree in Arts or Sciences (Business or related field required).A combination of education, training, and experience may be considered in lieu of a degree.Work ExperienceMinimum of 7 years of progressive experience in a related field.Licenses and CertificationsJLPT N2 (Japanese-Language Proficiency Test) or demonstrated native-level Japanese fluency (preferred).IELTS band 7+ or Cambridge Proficiency Exam (CPE) at C2 level (preferred).ITIL Foundations or higher certificationKnowledge, Skills, and AbilitiesFluent in Japanese and English (verbal, written, and presentation).Japanese language proficiency: Credentialed at JLPT N1 level or demonstrated native-level fluency. Candidate will be interviewed in Japanese by a native speaker.English language proficiency: C2 via Cambridge Proficiency Exam (CPE) or IELTS band 7 or higher, or demonstrated advanced English proficiency. Candidate will be interviewed in English by a native speaker.Advanced skills in Microsoft Office applications including Excel, Word, and Outlook.ServiceNow and SharePoint experience is a plus.Strong documentation, communication, and problem-solving skills.Ability to work independently and aggressively track incidents.

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