The ITSM Lead / IT Service Delivery is responsible for managing IT projects deployed within the retail business, leading day-to-day IT operations, and overseeing the internal help desk that handles individual IT issues.
This role requires rapid and effective incident response to minimize business and customer impact, as well as proactive operational improvements to prevent IT issues before they occur.
Key Responsibilities
1. ITSM Process Ownership and Continuous Improvement
- Own, design, operate, and continuously improve ITSM processes including Incident, Problem, Change, Request, Asset, and Knowledge Management
- Review projects executed within the IT team and provide follow-up actions to drive continuous improvement
- Plan and execute initiatives to improve end-user experience and service quality through ITSM process efficiency and standardization, including the use of Generative AI
- Manage and improve IT asset management processes, including inventory control and regular stocktakes
2. Internal IT Service Desk Operations and Management
- Manage service delivery performance and ensure SLA targets are consistently met
- Oversee staffing, develop training plans, and promote skill enhancement for the internal IT service desk team
- Lead escalation handling during incidents and coordinate stakeholders to ensure timely service restoration
3. IT Operations Vendor Management
- Manage IT operations vendors by overseeing scope, deliverables, and service quality while building strong and trusted partner relationships
- Support order management and project budget tracking (planned vs. actual) in collaboration with the IT Manager
4. IT Project Progress and Issue Management
- Manage progress, issues, and risks for both local initiatives and global IT projects led by Japan headquarters
- Coordinate project rollout plans with business stakeholders and ensure clear communication and alignment
- Prepare and report weekly and monthly project status, issues, and risks to support IT management decision-making
Required Skills & Experience
IT Service Management / Operations
- 5+ years of hands-on experience in IT operations or IT service management
- Practical experience with ITSM processes including Incident, Problem, Change, Request, Asset, and Knowledge Management
- Proven experience leading the design, improvement, and standardization of ITSM processes
- Experience managing service delivery performance based on SLAs and KPIs
Service Desk / People Leadership
- Experience managing and operating an internal or external IT service desk
- Proven ability to develop team members through training planning and continuous skill improvement initiatives
- Hands-on experience handling incident escalations and coordinating stakeholders during critical situations
Vendor & Stakeholder Management
- Experience managing IT operations vendors, including control of deliverables, service quality, and contractual scope
- Demonstrated success in improving service quality through effective collaboration with vendors
- Experience working closely with IT managers and business stakeholders to deliver operational outcomes
Project & Global Environment
- Experience managing progress, issues, and risks in IT projects
- Experience working on global IT projects or collaborating with overseas offices or headquarters
- Strong communication skills with the ability to clearly explain and align IT initiatives and project plans with business stakeholders
Mind set / personality
- Clear and strong communication skills, both written and verbal
- Strong stakeholder management skills with the ability to align IT and business priorities
- Ability to work under pressure and respond effectively in a fast-paced business environment
Tools / Technology
- Experience using ITSM tools such as ServiceNow, Jira Service Management, or similar platforms
- Practical experience in IT asset management, including inventory control and stocktaking
- Experience leveraging digital tools to improve operational efficiency and service quality
- (Experience with Generative AI, Microsoft 365, or automation tools is a strong plus)
