Senior Regional Service Manager

What you’ll be doing:

Operational Leadership

• Take full ownership of field service delivery operations in Japan, maintaining clear oversight of service performance, team capability, and account health — including proactive identification and management of any accounts at risk.
• Provides leadership and day to day oversight of field service delivery operations.
• Manages all pro and reactive activities, ensuring all operational metrics that are set by the Area Vice President are met or exceeded.
• Ensures compliance with established functional policies and procedures.
• Ensures adequate staff with appropriate capabilities to meet company needs.
• Conducts periodic assessment of productivity and implements corrective actions as needed.
• Provides an annual written performance evaluation for each of his/her employees
• Develops service plans for entry into new geographies.
• Ensures local skillsets meet service requirements and recommends training or additional resources
• Prepares and presents incident review reports when required
• Conducts periodic assessments of productivity and implements corrective actions as needed
• Manages a diverse and complex scope of support issues

Sales Partnership and Revenue Protection

• Develops strong, interactive relationships with the sales organization and other strategic business units.
• Works directly with sales team in transitioning opportunities to service delivery
• Participates in Pre-sales discussions to ensure service delivery preparedness
• Partner with regional sales and customer success leadership to develop strategies that improve customer retention, expand customer relationships, and protect recurring revenue
• Participate in account planning activities for strategic and high-value customers
• Support renewal and growth opportunities by providing operational insight, service performance data, and risk assessments
• Identify at-risk customers and jointly develop recovery and retention plans with Sales and Customer Success leadership
• Provide operational guidance during opportunity qualification, solution design, contract reviews, and service transition planning
• Partner with Sales leadership to forecast requirements and service readiness for new business opportunities
• Serve as the advocate for Operations within the Sales organization and the voice of the customer within Operations.

Strategic Account Management

• Provides account management for assigned major and strategic accounts
• Identifies customer reporting requirements including criteria and frequency
• Act as the senior operational executive for assigned strategic accounts
• Establishes executive-level customer relationships to increase customer satisfaction, retention, and loyalty
• Conducts regular operational business reviews with major customers
• Develops and executes account service improvement plans where required
• Maintains a strong understanding of customer business objectives, IT strategies, pain points, and operational risks

Customer Success Responsibilities

• Ensure successful transition of new customers from contract award through implementation and steady-state support
• Monitor customer health indicators and service performance trends to proactively drive improvements
• Collaborate with Sales, Service Delivery, and Customer Success teams to improve customer outcomes and overall customer experience, including recommending customers for enrolment in appropriate support and success programs.
• Lead customer escalation management efforts for strategic accounts

People Leadership

• Provides annual written performance evaluations for employees
• Provides ongoing performance feedback
• Provides daily coaching and guidance
• Conducts weekly or bi-weekly one-on-one meetings
• Approves employee time-off requests and timecards where applicable
• Identifies training needs and supports employee development
• Fosters teamwork, diversity, and respect across teams, customers, and vendors
• Ensure team members adhere to company best practices, processes, and escalation management procedures, providing guidance and corrective action where required.
• Other duties as assigned

What we’re looking for:

• A minimum of 12+ years of experience in an IT infrastructure support environment with a strong understanding of the 3rd Party maintenance industry.
• Strong project management skills.
• Consistently practices strong organizational, communication, negotiation, and problem-solving skills.
• Fluent in both Japanese and English, with the ability to communicate clearly and professionally in both languages, in writing and verbally.
• Strong understanding of the Japanese IT infrastructure and third-party maintenance industry, combined with international exposure or experience working across global organizations.
• Demonstrated ability to navigate Japan-specific challenges while aligning with the standards and processes of a global, US-headquartered organization, taking a solution-oriented approach to local needs.
• Able to effectively communicate, work, and coordinate with responsible teams outside of Japan, clearly explaining local challenges and driving them through to solutions.
• Proven ability to build strong working relationships with key teams and leaders both across APAC and globally.

Education:

• Bachelor’s degree required.

Travel:

• 10%

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