Tasks:
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Engage with customers daily to ensure satisfaction and address any concerns.
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Collaborate closely with support teams to ensure seamless operations and service
delivery.
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Act as the first line of escalation in the escalation matrix, managing and resolving complex issues efficiently.
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Handle escalations from both customers and internal teams to ensure timely resolutions.
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Review, monitor, and manage the results of OPS KPIs defined per service.
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Define, negotiate, and adjust OPS KPIs to meet evolving service
requirements.
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Initiate, define, lead, and prioritize process and service improvements.
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Drive initiatives to enhance service delivery and operational efficiency.
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Coach support teams to foster professional development and improve performance.
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Provide guidance and support to ensure adherence to service standards and processes.
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Negotiate Service Level Agreements (SLAs) and Operational Level Agreements
(OLAs) to ensure alignment with customer and business expectations.
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Oversee ITSM processes including Incident Management, Problem Management, Fulfillment Requests, and Change Management.
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Ensure adherence to ITSM best practices and procedures.
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Maintain and update Standard Operating Procedures (SOPs) to reflect current processes and best practices.
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Prepare and lead Monthly Service Reviews (MSRs) to assess service performance and identify areas for improvement.
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Prepare and deliver regular OPS reports to both internal and external stakeholders.
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Ensure high-quality communication, including timely updates, accurate templates,
and appropriate frequency.
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Act as an ambassador of Lingaro's Core Values, promoting a positive work environment and fostering strong relationships with customers and team members
Requirements:
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Japanese Speaking (at least a Japanese-Language Proficiency Test – N2/N3)
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Good understanding of the Customer's business and how IT contributes to the delivery of service
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ITIL certification is a plus
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Excellent communication and negotiation skills
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Strong knowledge and experience in contract/supplier management
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Able to interact successfully with all levels of the Customer and IT Provider organization
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Has a good technical understanding and an ability to translate technical requirements and specifications into easily understood business concepts and vice versa
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Innovative in respect of service quality and ways in which it can be improved within the bounds of the organization’s limits (resource, budgetary, legal, etc.)
Offer:
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Stable employment. On the market since 2008, 1400+ talents currently on board in 7 global sites.
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“Office as an option” model. You can choose to work remotely or in the office.
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Flexibility regarding working hours and your preferred form of contract.
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Comprehensive online onboarding program with a “Buddy” from day 1.
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Cooperation with top-tier engineers and experts.
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Unlimited access to the Udemy learning platform from day 1.
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Certificate training programs. Lingarians earn 500+ technology certificates yearly.
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Upskilling support. Capability development programs, Competency Centers, knowledge sharing sessions, community webinars, 110+ training opportunities yearly.
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Grow as we grow as a company. 76% of our managers are internal promotions.
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A diverse, inclusive, and values-driven community.
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Autonomy to choose the way you work. We trust your ideas.
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Create our community together. Refer your friends to receive bonuses.
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Activities to support your well-being and health.
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Plenty of opportunities to donate to charities and support the environment.
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Great Place to Work Certified Employer in the Philippines