Service Delivery Manager

EXEO Global Pte Ltd (EG) is the global headquarters facilitating the operational and strategic management of overseas subsidiaries for Tokyo Stock Exchange Prime listed EXEO Group, Inc in Japan.

Our primary business is in Managed IT services and the company currently has subsidiaries in the space of M&E engineering services, ICT infrastructure and supply chain technologies that have operations globally. EXEO Global also continually invests in new businesses and technologies that complement the offerings of the Group’s companies.

For more information, please visit www.exeo-global.com

Service Delivery Manager

The Opportunity

This role is a bridge between EG and our business partner (a large Japanese telecommunications services company) and is central to managing various stakeholders. The customer(s) is/are our business partner’s account. The incumbent will be managing projects which require close communication in English (especially real-time communication) with the client's overseas subsidiaries (non-Japanese IT staff located overseas) regarding IT design, construction, and operation.

We are open to considering candidates residing in either Kuala Lumpur, Bali, or Singapore.

Job Description:

• Communicate with local carriers and vendors to collect necessary information and implement requests, responding to customers based in Japan and worldwide.
• Prepare reports in written Japanese & English form, with content understandable by stakeholders (via email, documents, or written reports).
• Align understandings and requests received from the customer’s Project Manager/Service Manager.
• Coordinate between the carrier and vendor with strong service standards.
• Negotiate with local customers, carriers, and vendors based on an understanding of the contract contents with stakeholders and the service specifications provided.
• Conduct negotiations within the scope agreed upon in advance with the customer’s Project Manager/Service Manager.
• Follow instructions from the customer’s Project Manager/Service Manager and the Legal Department when negotiating potential litigation risks.
• Preferably, have experience in dealing with the partner’s sales division.
• Able to work independently with minimal supervision when tasks are assigned.
• Perform any other ad-hoc tasks assigned by superiors.

Teamwork

• Ability to understand non-verbal communication and cultural context as well as language skills.
• Ability to communicate using documents, verbal communication, emails, and chats.
• Strong problem-solving ability with flexible skills (creative thinking, prompt decision-making, and flexible response).
• Able to solve problems logically and with an understanding of customer and project expectations.

Coordination

• Ability to understand the organization's interests and work together to achieve goals.
• Must be able to coordinate and act in a schedule-conscious manner.
• Must be able to have logical conversations with each stakeholder and smoothly interact with the client/project team from a fair perspective.

Capacity for Improvement

• Ability to formulate and implement countermeasure plans for any issues requiring improvement (process, flow, etc.).

Requirements

• Working location is either at KL, Bali, or Singapore office depending on the incumbent’s residency.
• Strongly bilingual in Japanese and English in writing and communication due to the necessary requirement of liaison with foreign counterparts.
• Bachelor's/Diploma in Engineering/Business or any Technology fields.
• Ability to report the chronological order of events, causes, countermeasures, and measures to prevent recurrence of incidents.
• Must be able to respond logically and calmly to additional and detailed inquiries from customers regarding reports.
• Understand common practices of carriers and vendors (global standards).
• Ability to collect necessary information to isolate incidents across multiple carriers and vendors.