Market Service Delivery Manager

Position Purpose
As a manager, you will be responsible for overseeing the Market Service Delivery teams in Japan and Taiwan. In Japan, the team consists of the service desk, operations, and procurement teams, while in Taiwan, the team is limited to the service desk. Your key role will be to ensure the efficient operation of these teams, providing essential support and services to various stakeholders, including employees at headquarters, franchise partners, managers, store crews, and counterparts in other markets. Additionally, you will be tasked with establishing, maintaining, and continuously improving systems and processes to ensure these services are delivered effectively and consistently.
Major Responsibilities
*Oversee the service desk operations, ensuring L1 support serves as the primary IT contact for users.
*Manage the operations team, responsible for L2 support escalations, new store equipment installations, and routine IT tasks.
*Supervise the procurement team, covering tasks such as cost estimation, ordering, payments, inventory, contract, and vendor management for both headquarters and stores.
*Lead or participate in internal and external projects, representing the team or the department as needed.
*Ensure services are delivered at agreed-upon levels with senior management and establish or refine processes to maintain these standards.
*Develop and manage the budget for all activities under your supervision.
*Manage billing and margin for franchisees.
*Oversee resource allocation and performance management of the team.
*Align team capacity with business growth, managing resources appropriately.
*Continuously improve and streamline operations, including evaluating, implementing, and testing tools and applications to enhance efficiency.
Must-have :
*Over 3 years of experience managing operations of a service desk team or a technical support team for internal users.
*ITIL v3 or ITIL 4 Foundation certification or equivalent knowledge.
*Strong understanding of IT General Controls (ITGC/GITC).
*5+ years of experience with Office 365, including data processing and report creation.
*3+ years of project management experience, either leading or participating in projects.
*Basic knowledge of accounting and bookkeeping principles.
*Solid understanding of procurement processes and the necessary controls.
Computer Futures is part of the larger SThree group, the global STEM-specialist talent partner.
To find out more about Computer Futures, please visit www.computerfutures.com | Computer Futures についてもっと詳しく知りたい方はこちらへ→ www.computerfutures.com
Award winner of:
The IT and Technology Recruitment Company of the Year by TIARA Awards 2018 | Best Large Company to Work For by TIARA Awards 2021 | Best CSR Initiative by TIARA Awards 2019 | Best Workplace by Great Place to Work Institution 2019, 2021, 2022 & 2023.