Service Delivery Manager | Japanese Bilingual

Role Overview

Our client is seeking a Senior Service Delivery Manager to manage strategic customer relationships and drive high levels of client satisfaction, retention, and account growth.

The role focuses on managing a portfolio of high-impact customers, including key accounts, while ensuring customers receive consistent, high-quality service and proactive support. The successful candidate will act as a trusted point of contact, independently manage complex customer situations, and work closely with internal business teams to address customer needs.

Beyond customer management, the role will contribute to the continuous improvement of the Service Delivery function by identifying and implementing meaningful process or service innovations. The position also involves mentoring junior and mid-level Service Delivery Managers and contributing actively to team development.

This position is suited to an experienced professional with approximately 5–10 years of relevant work experience, strong stakeholder management capabilities, and the ability to handle complex operational and tactical responsibilities independently.

Key Responsibilities
Customer & Service Delivery Management

• Build and maintain strong, professional relationships with assigned customers.
  
• Drive customer retention and long-term loyalty through consistent and effective service delivery.
  
• Regularly gather and respond to customer feedback, with a focus on maintaining high customer satisfaction.
  
• Proactively identify opportunities to help customers strengthen and improve their cybersecurity capabilities.
  
• Manage customer concerns and conflicts independently, including challenging or complex situations.
  
• Work closely with internal business and delivery teams to ensure customer requirements are effectively addressed.
  
• Identify opportunities for additional services and solutions based on customer needs, including upselling and cross-selling opportunities.
  

Service Improvement & Innovation

• Identify areas where Service Delivery processes, practices, or services can be improved.
  
• Lead and implement meaningful initiatives that create measurable impact within the function.
  
• Contribute practical ideas and new approaches to improve service delivery effectiveness and professionalism.
  
• Take ownership of assigned initiatives and execute them independently.
  

Team Contribution & Leadership

• Support the professional development of junior and mid-level Service Delivery Managers through coaching and knowledge sharing.
  
• Take an active leadership role in team discussions and contribute to improving team practices.
  
• Serve as a positive example of professional behavior, accountability, collaboration, and initiative.
  
• Influence stakeholders and encourage the adoption of appropriate processes, practices, and approaches.
  

Qualifications & Experience

• 5–10 years of relevant professional experience.
  
• Strong experience in service delivery, customer relationship management, account management, or a closely related field.
  
• Fluent or strong working proficiency in both Japanese and English.
  
• Thorough understanding of the relevant market, products, services, or area of expertise.
  
• Demonstrated ability to independently manage complex assignments without relying on established frameworks.
  
• Strong capability to apply relevant concepts, principles, methodologies, and professional expertise to challenging or non-standard situations.
  
• Proven experience managing difficult conversations, customer concerns, conflicts, and complex stakeholder situations.
  
• Strong stakeholder management and influencing skills, with the ability to work effectively with both internal and external stakeholders.
  
• Demonstrated initiative, ownership, and ability to work effectively under pressure.
  
• Strong collaboration and team-oriented mindset.
  

Key Competencies
The successful candidate is expected to demonstrate:

• Customer-focused mindset
  
• Strong conflict and issue management skills
  
• Proactive approach and willingness to take initiative
  
• Accountability and ownership
  
• Resilience when handling challenging situations
  
• Strong communication and interpersonal skills
  
• Ability to influence and manage stakeholders
  
• Independent decision-making and problem-solving
  
• Coaching and mentoring capability
  
• Continuous improvement mindset
  
• Collaborative and inclusive working style