We’re hiring a Regional Service Manager to join our client’s Tokyo office!
We are hiring a Regional Service Manager (RSM) to join our client’s Tokyo office. This role offers an exciting opportunity to lead field support operations in a dynamic, collaborative, and inclusive environment that values diversity, operational excellence, and continuous improvement.
Key Responsibilities
Field Support Operations & Delivery
- Lead and manage day-to-day Field Support (FS) operations across designated regions
- Plan, execute, and stabilize Field Services transitions and BAU (Business-as-Usual) delivery
- Ensure all customer issues are resolved efficiently, professionally, and within SLA commitments
- Drive continuous improvement initiatives to enhance service quality and operational efficiency
Client & Stakeholder Management
- Act as the primary point of contact for clients on field support operations and escalations
- Conduct weekly, monthly, and quarterly service reviews with clients and internal stakeholders
- Collaborate with client regional service managers to implement standardized global processes
- Provide technical consulting and support for escalated issues related to end-user computing environments
Vendor Management & Governance
- Own relationships with field support vendors, including performance, SLA adherence, and governance
- Manage vendor billing, invoice approvals, and contract compliance
- Lead escalation management and ensure timely resolution of vendor-related issues
- Oversee E-bonding integration between ticketing tools and vendor systems
Team Leadership & Development
- Lead, coach, and mentor remote desktop support teams and field engineers
- Drive capability building to reduce avoidable on-site dispatches through effective remote resolution
- Manage workforce planning, onboarding, and performance management
- Foster a high-performance, service-oriented team culture
Service Management & Compliance
- Track and report on SLAs, KPIs, CSAT, and operational metrics
- Ensure compliance with client requirements, including:
- Patch management and endpoint security (AV, encryption)
- Desktop lifecycle (imaging, refresh, asset management)
- Maintain and improve runbooks, workflows, and support documentation
Project & Technical Oversight
- Plan and deliver end-user device projects (laptop/phone rollouts, refresh programs)
- Support datacenter setup, migration, and related infrastructure initiatives
- Provide guidance on desktop management tools (e.g., SCCM), OS deployment, and application packaging
- Oversee both Windows and Mac support environments
Required Skills & Experience
- Strong client-facing, team management, and vendor management skills
- Proven experience managing field support or end-user computing (EUC) environments
- Knowledge of ITIL best practices and incident/problem management frameworks
- Technical expertise in:
- Windows & Mac desktop support
- Active Directory, DNS, DHCP, Group Policy
- Microsoft Office, Exchange/Outlook, collaboration tools (e.g., Teams/Skype)
- Experience with device lifecycle management, asset tracking, and inventory management
- Familiarity with desktop management tools (e.g., SCCM or equivalent)
- Strong analytical, problem-solving, and communication skills
- Ability to manage multiple priorities in a fast-paced environment
Qualifications
- Bachelor’s degree (or equivalent experience)
- 8+ years of experience in EUC, technical support, or field services management
- ITIL certification (preferred)
- Native Japanese, Business English level of communication
About systemsGo
systemsGo is a well-established and growing IT professional services company based in Tokyo with offices in Shanghai, Hong Kong, Singapore, Taiwan, India, Australia, South Korea and also servicing clients in Beijing, Bangkok, Kuala Lumpur and Hanoi
We are committed to providing our clients with the highest-quality professional services which include IT infrastructure support, systems integration, project management, consulting and staffing solutions. Our client portfolio includes global investment banks, private equity firms, pharmaceutical and biotech companies, law firms, IT companies, trading & manufacturing firms.
We look after our employees, provide many opportunities for career advancement, competitive salaries, excellent benefits and opportunities to travel and relocate to companies within our group. We are always looking for people with the same commitment to providing quality service, and an enthusiasm to learn and grow.
We recommend applying directly via BambooHR. If you prefer to email, please send your application to [email protected]
