Onsite Service Delivery Manager

Work location: mainly in Akasaka, Minato-ku, Tokyo・Occassional business trip may be required to: Nakanoshima, Kita-ku, OsakaJob DescriptionThis position will primarily manage all user support services provided by Bios for a foreign-affiliated client, conduct business communications with the clientt, and guide them toward resolving issues and achieving future growth.Responsibilities include but are not limited to the following: Manage business as usual (BAU) operations Fulfill IT support service needs and achieve goals and expected deliverables in accordance with customer policies, procedures, and processes. Identify improvement opportunities, resolve issues, resolve conflicts and critical paths, and ensure consistent SLA results. Build and maintain positive working relationships with customers and other stakeholders.Build and maintain an inclusive and engaged team culture. Report and review service performance to customers.Required SkillsTechnical Skills L2 On-site and remote support troubleshooting experience 3+ years troubleshooting PC hardware/Software (Windows workstation 10, Office, Basic Back-office software) and Wintel network (Active directory user and PC accounts, GPO, MS Exchange and/or Office 365) 3+ years’ experience working for IT service company or servicing as IT Support for 50+ users company. Good knowledge of network infrastructure, protocols and services.Management skills 2+ years of experience managing a department or team of 10 or more people Client negotiation experience (contracts, service quality, cost, etc.) Experience in numerical analysis, report creation (monthly and weekly), and proposal writing Team development experience Human Resource DevelopmentRequires Languages:Japanese: fluent level~Native (reading, writing and speaking)English: Business levelWork Hours:Mon ~ Fri9:00 to 18:00 , or any other hours suggested by BiOSOne hour’s lunch break each daySalary range: Commensurate with experience and skill■ BenefitsSocial InsuranceCommuting/ Transportation AllowanceSport Facilities■ Qualifications■ Minimum Language RequirementsEnglish Level: Business Conversation LevelJapanese Level: Native Level