Business Aligned Service Manager for Global Financial Client
HCL???????????????????????·?????????????Outsourcer Hiring Company NameHCL Japan Job ID376614 Company TypeLarge Company, International Company Non-Japanese RatioMajority Non-JapaneseJob TypeFull-time LocationTokyo - 23 Wards, Chiyoda Train DescriptionToei Shinjuku Line, Kudanshita Station Salary9 million yen ~ 15 million yen Date RefreshedSeptember 28th, 2012 10:41 Application DeadlineOctober 12th, 2012 Minimum Experience LevelOver 6 years Career LevelMid Career Minimum English LevelFluent (Amount Used: English usage about 75%) Minimum Japanese LevelBusiness Level Minimum Education LevelBachelor's Degree Visa StatusJapanese national or permission to work in Japan required
This demanding role will involve stakeholder management at a senior level, liaison with 3rd party suppliers, influencing operational delivery and project management and through the efforts of the team overall team.
Accountabilities
Providing a single point of contact for Business Units for escalations at the Service Desk or Deskside Support and working with Client Support Groups as necessary to resolve and provide root cause analysis and completion of follow up actions to avoid repeat.
Build relationships between the key business decision makers and Client GT Engineering/Operations/Application and Infrastructure teams , including external vendors
Holding Regular Reviews with Key Business Clients to COO Level to understand Clientbusiness direction/provide strategic advice/communicate and adopt the Client's CS EUT strategy. As well as providing business unit aligned reporting, trend analysis and actively identifying service improvement opportunities.
Assist with the managing of Incidents and requests for high profile End Users (designateClient), driving the resolution of escalated issues spanning several technology groups, performing root cause analysis and reporting as necessary
Continuously educating End Users about the need and requirements to use standard products, including bulletins about upgrade requirements; modification of product support; compatibility issues; known Incidents and Problems with non-standard products, etc
Notification of planned and emergency outages, communicating the event as the Business Units need to understand exactly what services are affected, the impact and times when the service will be unavailable
Assisting clientwith any centrally managed projects or deployments that require local coordination of desktop activity, including pilot deployment activity. Deployment and project examples include deployment of business unit specific applications, updates to email Client in addition to security updates and virus events
Monitor/Assist/Track Continuous Improvement Plans for Service Desk, Deskside Support, Release Management. This will include basic Problem Management
Provide Service Management leadership to direct reports and to wider team across US/UK/APAC.
Producing Variety of Monthly and Quarterly Reports based on Services and Projects
Agree Service Enhancements which benefit the Client and HCL
Comply with all Client and HCL Policies and Procedures
Experience and Skills
Experience
Exposure to Client management/service management and project managementCommunicating at Senior Management LevelExposure to Project Management MethodologiesAt Least 3 Years working in Management Role, Ideally in an Investment Banking/Corporate EnvironmentPrevious IT Infrastructure Support Experience (Server/Desktop)Skills
Strong Leadership SkillsStrong Written and Verbal Communication Skills at senior levelBusiness Relationship Management – internal and external customersFlexibility, Presentation Skills and Team WorkAbility to motivate people and teamsAbility to write business cases and justification documentsAbility to manage multiple work streamsProject ManagementFinancial Planning – eg: project spendPersonal Qualities
Ownership and DriveAbility to make difficult decisionsMulti –TaskingAbility to PrirotiseWorking Under PressureImpartial – Working on behalf of ClientsCommitment and FlexibilityHCL Enterprise????
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