Service Delivery Manager (Japanese Bilingual)

The Service Delivery Manager is responsible for driving customer satisfaction, retention, and account growth by managing key client relationships, ensuring successful service delivery, and proactively identifying improvement opportunities. The role also supports team development through mentoring, process improvements, and cross-functional collaboration.

Responsibilities:

• Manage and strengthen relationships with key customer accounts, including high-value clients.
• Drive customer retention, satisfaction (NPS), and identify upsell/cross-sell opportunities.
• Proactively advise customers on improving their cybersecurity posture.
• Resolve customer issues independently and collaborate effectively with internal teams.
• Lead and implement process improvements and innovations within the SDM team.
• Coach junior team members and contribute to team development and professionalism.

Requirements:

• Fluent in Japanese and English.
• 5–10 years of relevant experience.
• Strong customer relationship, stakeholder, and conflict management skills.
• Deep understanding of relevant markets, products, and services.
• Ability to work independently, influence stakeholders, and drive results.
• Proactive, resilient, accountable, and collaborative mindset.

Office Location: BGC, Taguig

Work Setup: Hybrid (2D onsite, 3D wfh)

Work Schedule: Following Japan Timezone - flexible to UK Shift