Manager, Support Operations

Job Description

Manager, Support Operations

Location(s): Tokyo, Japan

This position reports to: Senior Manager, Technical Support Operations, APJ

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

The Manager, Support Operations would be responsible for leading end to end IT operational functions, manage all key project and technology initiatives in the Japan region.

What you get to do in this role:

• Lead the Support Operations functions in Japan. This includes the successful rollout of strategic initiatives in the Japan region. Support all change management activities to enable the Technical Support organization.
• Work with local support teams (Support Delivery, Support Account Management and Escalations) in the Japan region.
• Responsible for all support operations functions in Japan including training, process management, quality assurance and assist with customer feedback to ensure job functions are performed in accordance with Standard Operating Procedures.
• Analyze technical support data in the Japan region to understand the main issues in the region and propose, manage and execute solutions to them.
• You will be responsible for managing internal Operations Support initiatives with the aim of improving the overall customer and employee support experience. Deliverables will include the implementation of new support projects and programs, employee communications and change management activities, and rollout of key improvement initiatives.
• Dealing with customer escalations and translation of emails and documents
• Represent Support Operations and interface effectively with cross-functional teams, senior-level business executives and customers to create and implement solutions to improve customer experience.
• Initiate and/or participate in strategic initiatives that impact the tactical approach to customer support as well as influencing policies, workflows and performance standards.
• Assess current systems, best practices, quality, service and introduce improvements to ensure Operations stays in line with growing Business needs.

In order to be successful in this role, we need someone who has:

• Must be Bi-Lingual (Japanese and English)
• Must be able to business speak In Japanese and English
• BS/BA degree in computer science, engineering or related discipline
• 3+ years Project Management/Co-Ordinator experience
• Proven work experience as an Operations Manager in an IT Support environment is an advantage
• 3+ years experience working with Support teams
• ServiceNow experience preferred.
• Experience with Managing teams preferred
• Experience and knowledge of change management principles, methodologies and tools
• Excellent verbal and written communications, facilitation, problem solving, analytical and presentation abilities.
• Good stakeholder engagement skills.
• Advanced organizational skills with the ability to handle multiple assignments.
• Effective time management skills; with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads and deadline pressures.
• Fast learner, out-of-the-box thinker and problem solver; innovative, thoughtful and eager to learn new things.
• Strong working knowledge of MS Office applications, including Work, Excel and PowerPoint.
• Experience working in a fast-paced, team environment

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

All applications are to be in English Only !!!