Service Delivery Manager (#455)

The Outsourcing Service Delivery Manager (SDM) is responsible for ensuring the delivery of high-quality IT services through external vendors. This role oversees service quality, manages IT operations processes, coordinates service transitions, and facilitates effective stakeholder communication to ensure seamless service delivery in alignment with organizational standards and contractual SLAs.
 

Key Responsibilities:

1. Service Quality & SLA Management

• Monitor and evaluate the performance of IT services delivered by vendors against established SLAs and KPIs.

• Identify deviations and lead corrective actions to address issues proactively.

• Maintain regular communication with vendors to drive continuous improvement in service quality.

2. IT Operations Process Control & Improvement

• Oversee execution and compliance with ITIL-based processes, including incident, change, and release management.

• Drive standardization and implement process improvements across service towers to optimize operational efficiency.

3. Operational Handover & Transition Oversight

• Manage the identification of systems, applications, and operational scopes for transition to new vendors.

• Ensure comprehensive knowledge transfer and smooth operational handovers, including mapping responsibilities between current and future vendors.

• Assess vendor readiness based on exit criteria and operational milestones during transition phases.

4. Stakeholder Coordination

• Serve as the central point of contact among business units, IT teams, vendors, and project/program teams to facilitate issue resolution.

• Organize and lead regular service review meetings to evaluate performance, discuss challenges, and define improvement actions with vendors.
   

Qualifications & Skills:

Required:

• Proven experience in IT service management, vendor management, or related roles
• Ability to lead process improvements and drive operational excellence
• Excellent stakeholder management and communication skills
• Strong understanding of ITIL processes and SLA management
• Business-level English and intermediate-level Japanese

Preferred:

• Experience with multi-vendor or offshore delivery models
• ​​​​​​​ ​​​​​​​Relevant certifications such as ITIL Foundation, PMP, or vendor-specific certifications