Skillhouse Internal Career Opportunity
IT Services & Customer Success Manager
Position Title:
IT Services & Customer Success Manager
Employment Type:
Permanent
Working Hours:
English Level - High Intermediate (TOEIC 730)
Salary
10000000.00
Description
A Global Digital Marketing Solutions Company is looking for an experienced IT Services & Customer Success Manager .
Responsibilities:
- Help build and maintain strong relationships with internal and external stakeholders for said systems by delivering solutions to customers with appropriate quality of service through monitoring, fault handling and support of customer-facing systems.
- In collaboration with the engineering and product manager departments, identify the quality-of-service requirements and establish a sufficient monitoring and fault detection system in relation to these requirements, in collaboration with the relevant departments.
- Clarify support requirements and establish a user support system in cooperation with relevant departments.
- Clarify the requirements, costs, etc. required for the establishment and improvement of monitoring and support systems, and lead the establishment and improvement while coordinating and negotiating with the appropriate stakeholders within the company.
- Lead the appropriate operation of the established monitoring and support system, report key KPIs, etc. as appropriate, and visualise the system and service quality from the support system and monitoring results from the customer support and monitoring perspective.
- Prepare and maintain an incident response plan with response plans, procedures and documentation for each failure size and impact when a failure occurs.
- In the event of an actual system failure, lead the response to the failure through to closure by liaising with the relevant departments, including engineering, product and L2/L3 support departments, and communicating appropriately to the stakeholders affected by the failure.
- Work with the team responsible for the department that caused the incident to analyse the cause and identify measures to prevent recurrence of the incident or mitigate the risk of its occurrence.
- In some cases, assist in the preparation of failure history reports for customers in cooperation with the sales department.
- Depending on the scale and impact of the failure, may also be required to provide explanations directly to the customer.
Required Skills:
- 5+ years' experience in IT Service Management, of which 3+ years should be in systems monitoring and incident management
- In-depth knowledge of ITIL frameworks and best practices.
- Excellent problem solving and analytical skills
- Ability to make decisions quickly under pressure
- Excellent communication and leadership skills
- ITSM (IT Service Management) Experience in the use of relevant tools
- Able to review situations with engineers in English during system incidents and communicate these situations to non-engineering departments (e.g., operations, sales side and other business departments) in a clear and understandable manner.
Why should you apply:
- Opportunity to work for an exciting, international company.
- Opportunity to lead improvements in incident management processes.
- Great base salary + bonus, travel expenses, various insurances, hybrid work style.
Company Details:
A global marketing solutions company focused on helping retailers attract and retain more consumers and brands adapt their strategies and development to the ever-changing times. With 40 years of experience in the U.S. and over 20 years in Japan, its marketing initiatives have been adopted by over 100 companies in Japan. In addition, the environment is very international, with the opportunity to work on multiple projects with American employees. We also offer excellent conditions, bonuses, holidays, and other benefits.
Working Hours: 9:00-17:30, Monday-Friday
Work Style: Hybrid (4 days WFH)
Benefits: Pension, insurance, health, travel, additional bonus (depending on performance).
Interview Process: 3 rounds
