Job Information
Cognizant Regional Service Lead in Tokyo,TK- JapanKK, Japan
Regional Service Lead
Work location : Okuracho, Kawasaki, Kanagawa (Onsite)
- A 10-minute drive from Musashi-Kosugi Station
Language requirement :
- Business level English and Japanese (N1 – N2 level)
Oversee the customer and workplace services across multiple sites, ensuring the efficient delivery of end-user computing support and other IT services. You will manage an onsite team, drive service quality, maintain business continuity, and ensure a high level of customer satisfaction (CSAT). This role requires strong leadership, communication, and problem-solving skills to align IT services with business needs. Understanding of Digital work place services and experience running field services is a must for this role. Should have handled large customer delivery and strong customer handling skills is required.
Delivery/ Operations - Oversee day-to-day operations of customer and workplace services across the region. - Manage the delivery of end-user computing services, ensuring timely resolution of issues and service requests. - Monitor service performance, analyze metrics, and implement improvements to enhance service quality and user experience. - Ensure adherence to ITIL standards and other best practices in service management.
Team Leadership - Lead and mentor the onsite support team, providing guidance, performance management, and development opportunities. - Foster a positive work environment that encourages collaboration, innovation, and continuous improvement. - Coordinate with HR for hiring, training, and professional development of team members.
Customer Satisfaction - Serve as the primary point of contact for regional stakeholders, addressing concerns, and ensuring alignment of services with business needs. - Proactively gather feedback from end-users to assess satisfaction levels and identify areas for improvement. - Implement strategies to enhance customer satisfaction (CSAT) and maintain high levels of user engagement.
Business Continuity - Develop and implement strategies to ensure business continuity and minimize service disruptions. - Manage incidents and escalations, coordinating with other IT teams to resolve critical issues efficiently. - Ensure all sites are compliant with security policies and disaster recovery procedures.
Project Management - Lead regional projects related to IT infrastructure, workplace technology upgrades, and other initiatives. - Collaborate with global teams to ensure consistency in service delivery and adherence to corporate standards. - Manage budgets, timelines, and resources effectively to deliver projects on time and within scope.
Vendor Management - Liaise with external vendors and service providers to ensure the quality of third-party services. - Negotiate contracts and manage vendor relationships to optimize service delivery and cost-effectiveness.
Governance - Prepare and present regular governance reports on service performance, team productivity, and customer satisfaction metrics. - Maintain accurate documentation of processes, procedures, and service agreements.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.