Japanese Bilingual Service Desk Team Manager
Role Purpose:
The role holder leads, motivates, and develops a team of Service Desk staff to ensure the delivery of incident management services to agreed service levels.
Key Accountabilities:
- People Management: Manages, motivates, and develops a small team of Service Desk employees, ensuring that service levels continually improve and contribute to growth in new business.
- Customer Relations: Establishes relationships with middle to senior-level customers and a range of managers across Fujitsu to deliver and enhance service quality.
- Risk Management: Establishes and manages risks related to the team’s technical skill levels and resource availability to ensure risks are mitigated and issues are resolved while meeting service levels.
- Planning & Control: Allocates and schedules resources to meet service delivery demands while managing changing priorities and issues. Utilises team strengths to achieve effective and efficient service delivery within SLA requirements.
- Business Orientation: Anticipates the impact of business issues on operations and takes appropriate action. Responsible for monitoring and controlling Service Desk activities.
- Service Delivery: Leverages team strengths to achieve effective and efficient service delivery. Ensures services meet SLAs at a minimum while continuously striving for improvements, with exceptional customer service as the ultimate goal.
- Tools Mastery: Ensures adherence to the agreed strategic toolset, promoting improved deployment and usage across the team.
Required Qualifications
- At least 1 year of experience in IT Service Desk, IT Operations, System Operations, or a related IT support function.
- JLPT N2 certification or equivalent Japanese proficiency (minimum requirement).
- Demonstrated experience in Japanese-English interpretation and communication, including facilitating discussions between Japanese and non-Japanese stakeholders.
- At least 1 year of leadership experience (e.g., Team Leader, Subject Matter Expert, Lead Analyst, Shift Lead, or a similar role).
- Familiarity with service management frameworks and ticketing tools (e.g., ServiceNow).
- Strong problem-solving, communication, and stakeholder management skills.
- Ability to work effectively in a fast-paced, customer-focused environment.
Preferred Qualifications
- Working knowledge of SAP ERP systems, including user support, incident handling, or business process operations.