Job Description

Key Responsibilities May Include:

• Oversee the resolution of regional Major Incidents within the IT technology landscape, uniting internal and external teams to ensure effective and timely recovery.
• Support the implementation of Service Delivery improvement initiatives, including aged ticket management, shift-left strategies, reassignment reduction, and enhanced incident coordination.
• Develop and embed processes to understand and manage Regional Service Demand in alignment with evolving business strategies and projects.
• Collaborate with Service Management, Technology Platform, and Product teams to integrate automation and enhance workflows that improve user satisfaction and operational efficiency.
• Contribute to post-incident reviews, ensuring process improvements and quality assurance standards are implemented effectively.
• Monitor and report on service performance metrics, producing trend analyses and actionable insights to drive continuous service improvement.
• Develop and maintain Service Delivery standards, policies, and documentation, ensuring communication, training, and alignment across regional stakeholders and suppliers.
• Build and lead a competent and professional regional Service Delivery team, fostering a culture of continuous learning, collaboration, and customer focus.

Key Responsibilities

• Manage and improve service delivery processes and incident resolution.
• Support global major incident management and root cause analysis.
• Drive ITSM best practices (e.g., shift-left, automation, aged ticket reduction).
• Maintain service standards, policies, and documentation.
• Deliver performance metrics and support continuous service improvement.
• Foster a customer-first culture and cross-functional collaboration.

What You’ll Bring

• Proven experience in IT service delivery and incident management.
• 5+ years’ experience managing or influencing technical staff and projects
• Strong knowledge of ITSM frameworks (e.g., ITIL).
• Excellent communication, stakeholder management skills and improving customer experience.
• Ability to lead under pressure and drive operational improvements.
• Bachelor’s degree in computer science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience
• Washington or Yokohama Service now

Desired:

• ITIL v.3 or v.4 Specialist Qualification
• SIAM knowledge

Remote Type

• Hybrid Remote

Skills to succeed in the role

• Adaptability
• Cross-Functional Work
• Data-Driven Decision Making
• Digital Literacy
• Emotional Intelligence
• Feedback
• Inclusive Leadership
• Innovation
• Inspiring Others
• Learn From Mistakes
• Mentorship
• Motivating Teams
• Prioritization
• Project Delivery
• Resource Management
• Stakeholder Engagement
• Strategic Thinking
• Supplier Performance Management (PM)
• Talent Development
• Vendor Benchmarking
• Vendor Management