What you’ll be doing:
Operational Leadership
- Take full ownership of field service delivery operations in Japan, maintaining clear oversight of service performance, team capability, and account health — including proactive identification and management of any accounts at risk.
- Provides leadership and day to day oversight of field service delivery operations.
- Manages all pro and reactive activities, ensuring all operational metrics that are set by the Area Vice President are met or exceeded.
- Ensures compliance with established functional policies and procedures.
- Ensures adequate staff with appropriate capabilities to meet company needs.
- Conducts periodic assessment of productivity and implements corrective actions as needed.
- Provides an annual written performance evaluation for each of his/her employees
- Develops service plans for entry into new geographies.
- Ensures local skillsets meet service requirements and recommends training or additional resources
- Prepares and presents incident review reports when required
- Conducts periodic assessments of productivity and implements corrective actions as needed
- Manages a diverse and complex scope of support issues
Sales Partnership and Revenue Protection
- Develops strong, interactive relationships with the sales organization and other strategic business units.
- Works directly with sales team in transitioning opportunities to service delivery
- Participates in Pre-sales discussions to ensure service delivery preparedness
- Partner with regional sales and customer success leadership to develop strategies that improve customer retention, expand customer relationships, and protect recurring revenue
- Participate in account planning activities for strategic and high-value customers
- Support renewal and growth opportunities by providing operational insight, service performance data, and risk assessments
- Identify at-risk customers and jointly develop recovery and retention plans with Sales and Customer Success leadership
- Provide operational guidance during opportunity qualification, solution design, contract reviews, and service transition planning
- Partner with Sales leadership to forecast requirements and service readiness for new business opportunities
- Serve as the advocate for Operations within the Sales organization and the voice of the customer within Operations.
Strategic Account Management
- Provides account management for assigned major and strategic accounts
- Identifies customer reporting requirements including criteria and frequency
- Act as the senior operational executive for assigned strategic accounts
- Establishes executive-level customer relationships to increase customer satisfaction, retention, and loyalty
- Conducts regular operational business reviews with major customers
- Develops and executes account service improvement plans where required
- Maintains a strong understanding of customer business objectives, IT strategies, pain points, and operational risks
Customer Success Responsibilities
- Ensure successful transition of new customers from contract award through implementation and steady-state support
- Monitor customer health indicators and service performance trends to proactively drive improvements
- Collaborate with Sales, Service Delivery, and Customer Success teams to improve customer outcomes and overall customer experience, including recommending customers for enrolment in appropriate support and success programs.
- Lead customer escalation management efforts for strategic accounts
People Leadership
- Provides annual written performance evaluations for employees
- Provides ongoing performance feedback
- Provides daily coaching and guidance
- Conducts weekly or bi-weekly one-on-one meetings
- Approves employee time-off requests and timecards where applicable
- Identifies training needs and supports employee development
- Fosters teamwork, diversity, and respect across teams, customers, and vendors
- Ensure team members adhere to company best practices, processes, and escalation management procedures, providing guidance and corrective action where required.
- Other duties as assigned
What we’re looking for:
- A minimum of 12+ years of experience in an IT infrastructure support environment with a strong understanding of the 3rd Party maintenance industry.
- Strong project management skills.
- Consistently practices strong organizational, communication, negotiation, and problem-solving skills.
- Fluent in both Japanese and English, with the ability to communicate clearly and professionally in both languages, in writing and verbally.
- Strong understanding of the Japanese IT infrastructure and third-party maintenance industry, combined with international exposure or experience working across global organizations.
- Demonstrated ability to navigate Japan-specific challenges while aligning with the standards and processes of a global, US-headquartered organization, taking a solution-oriented approach to local needs.
- Able to effectively communicate, work, and coordinate with responsible teams outside of Japan, clearly explaining local challenges and driving them through to solutions.
- Proven ability to build strong working relationships with key teams and leaders both across APAC and globally.
Education:
- Bachelor’s degree required.
Travel:
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707. Park Place Technologies is an Equal Opportunity Employer M/F/D/V. Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to [email protected]. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.
