Johnson & Johnson Careers

【IT】Service Delivery Manager – End User Services Japan

Chiyoda, Japan
Info Technology

Job Description

Requisition ID: 1805686829W

【Position Summary】
Provide brief and concise statement explaining the main purpose for the existence of this position.  Provide a brief summary of the role. 
This position is responsible for the Service Delivery of End User Services for Japan market and will support over 2000 Users. This includes managing and advancing the first-level & second-level service and support of end-user service requests and computing, Collaboration, mobility and printing solutions. The position requires deep technical skills, strong leadership skills, and a commitment to end-user satisfaction and experience in driving process improvement. 

【Major Duties & Responsibilities】
In order of importance, briefly describe, in sentence form, the major responsibilities of this position (principal duties and responsibilities of the position) as it exists today.  Describe the job, not the person in the job.  Each item listed below should be a major responsibility of the position, not a day-to-day activity.

Typically, job descriptions should contain no more than seven or eight major responsibilities ranked in order of highest percentage time to least.
Approximate Percentage of Time Major Duties/Responsibilities
50% a. Service Delivery of End User Services for Japan Market
30% b. Office 365 (O365) L3 Operation Support & Delivery.
20% c. Team and Vendor management

【Other Duties & Responsibilities】
Describe important  duties and responsibilities, not mentioned above, that are less significant and may not critical to accomplishing the core functions of the job

-Build and maintain relationships with Business Technology Leader / Product Line Owner to set service expectations and deliver.
-Develop action plans to address areas needing improvement.
-Work with change, release, asset and problem management teams responsible to increased call avoidance and reduce end-user downtime.
-Advance the use of a knowledge repository to share information among all levels of IT service and support.
-Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
-Perform trend analyses and develop action plans for improving service timeliness and reducing costs.
-Reporting and monitoring of resource time allocation and utilization.
-Ensuring associated compliance training is completed for all subordinates
-Tracking time allocation and usage for all associates
-Conducting performance and succession management reviews for associates.

Total FTE under management is around 2-3.

【Required Qualifications】
Consider and identify qualifications potential applicants must possess in order to be considered for the position. Basic Qualifications must be clearly stated, objective and relevant to this particular position. 
Required Minimum Education: Bachelor in Technology Sciences  or Equivalent                               
Required Years of Related Experience: 5                           

Required Knowledge, Skills and Abilities (Uncompromised requirements for the role): 
(Include any required computer skills, certifications, licenses, languages, etc.)
-Strong verbal and written communication skills (Both Japanese & English)
-Strong leadership skills, facilitating escalated issues to resolution
-Experience in working with global / regional teams
-Must be able to solve business problems and present recommendations to management effectively 
-Must have good planning, organizational, and decision-making skills
-Collaborative, consultative and effective in a consensus-based decision making culture.
-Ability and willingness to learn new technology
-Exposure to Microsoft Technologies - Office 365 Suite and Share point, Active Directory; Exchange Server/Online, Skype for Business
-NOT “How to Use” understanding level, but “Hands-on” experience with technical skill required


Travel on the Job
Indicate whether this position requires travel.
yes  Percentage Traveled: 
5% Type of Travel Required:
1  Domestic 
1  International

【People Management Experience】
Indicate whether supervisor/people management experience is required.
Yes  Required Years of People Management Experience:
Preferred Qualifications
Consider and identify qualifications that are not required to perform the job, but would be very helpful assets to performing the job.
Preferred Minimum Education:             0 or Equivalent                                           Other      

Preferred Related Industry Experience (if applicable):       

Preferred Knowledge, Skills and Abilities: 
(Include any preferred computer skills, certifications, licenses, languages, etc or abilities that are assets to performing in the role.)
-Exposure to – Microsoft Technologies - Active Directory; Skype for Business, Exchange Server and Exchange Online
-Automation using Powershel
-Developing and building tools for O365

【Key Working Relationships】
Identify the most important working relationships with people inside and outside the company including customers, vendors, associations, etc.  Briefly describe the nature of the contacts.
Internal Japan BTL and PLO leaders for Pharma, Consumer, Corporate and Medical Devices in the market ; TS EUS  Global Service Owners 
External Technology and Innovation Providers

【Supervisory Responsibilities】
List number of employees reporting to this position, both directly and through direct reports. 
Direct Reports: 2-3 Indirect Reports:  6-7

Primary Location
Johnson & Johnson K.K. (8235)
Job Function
Info Technology
Requisition ID