項(xiàng)目經(jīng)理

Job?Title:?Service?Delivery?Manager?/?Bridge?Manager
Job?Location:?Few?months?in?Tokyo,?Few?months?in?China
Travel:?Extensive?travel?required
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The?service?delivery?manager?oversees?the?delivery?of?software?and?services?from?Rakuten?development?center?in?China?to?our?clients?in?Rakuten?Inc.?in?Tokyo.?The?Service?Delivery?Manager?oversees?a?number?of?key?functions?that?enable?the?delivery?of?a?high-quality?service?to?customers,?and?to?ensure?Service?Support?and?Service?Delivery?processes?are?in?place?to?meet?business?needs.?This?position?is?a?stakeholder?facing?role,?and?requires?that?you?establish?and?manage?expectations?within?the?business?and?drive?the?IT?team?to?achieve?those?expectations?to?a?high?standard.
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A?good?Delivery?Manager?should?also?be?able?to?spot?warning?signs,?to?foresee?and?remove?blockers?before?they?become?problematic?-?often,?this?means?providing?constructive?challenges?to?senior?management?on?issues.?The?manager?establishes?policies?designed?to?ensure?consistently?high?service?performance,?monitors?employees?and?evaluates?customer?feedback?to?develop?quality?improvement?processes.
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The?service?delivery?manager?has?general?oversight?over?employees?involved?in?the?delivery?process,?even?though?he?may?not?be?their?direct?manager.?Managers?who?receive?complaints?or?feedback?on?a?particular?work?team?or?employee?will?share?those?comments?with?managers?and?staff?involved.?Ultimately,?the?service?delivery?manager?holds?all?service?departments?and?employees?accountable?for?carrying?out?the?required?processes?and?tasks.
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Responsibilities
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Working?closely?with?the?Product?Manager,?team?managers?and?engineers?in?Japan?and?China,?he/she?will?be?responsible?for?the?following.
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Service?Management
? Owner?of?any?Incident,?Issue?and?Escalation?processes,?ensuring?high?levels?of?performance?in?these?processes,?accurate?reporting?and?establishing?service?improvement?activities?when?required.?Document,?track,?work?towards?root?cause?and?own?issues?or?incidents?until?satisfying?resolution.
? As?owner?of?the?escalation?process?the?Service?Delivery?Manager?will?take?ownership?of?major?incidents?to?ensure?coordination?of?resolving?parties,?effective?communication?to?stakeholders?and?post?incident?review
? Monitor,?control?and?support?service?delivery;?ensuring?systems,?methodologies?and?procedures?are?in?place?and?followed
? Be?accountable?for?the?quality?of?Service?and?performance;?ensuring?future?demand?from?growth?and?projects?is?understood?and?factored?into?capacity?plans?for?all?associated?systems
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Meeting?Support
? Provide?meeting?support?with?all?levels?of?customer?management,?customer?engineers?in?China?and?Japan.
? Effectively?understand?the?customer?requirements?and?specifications.
? Clearly?articulate?and?present?current?challenges,?solutions?and?action?items?to?all?stake?holders.
? Clarifying?strategies?and?plans,?and?communicating?a?clear?sense?of?direction?and?purpose?for?self?and?team.
? Facilitate?white?boarding?or?video?conference?discussions?between?local?and?remote?for?new?projects,?crisis?resolutions?or?any?such?major?events
? Visible?to?staff?and?stakeholders?and?regularly?undertake?activities?to?engage?and?build?trust?with?people?involved?in?area?of?work.
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Technical
? Lead?collaborative?and?planning?processes,?prioritizing?the?work?that?needs?to?be?done?against?the?capacity?and?capability?of?the?team.?This?might?include?facilitating?daily?stand-ups?and?other?sprint?ceremonies,?and?coaching?teams?on?Agile?tools?and?techniques.
? Technically?understand?the?context?of?discussions?and?problems?at?levels?sufficient?enough?to?drive?discussions
? Bring?remote?technical?resources?into?the?conversations?and?meetings?as?required
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Make?working?with?team?a?joyful?experience
? Giving?people?the?space?and?tools?to?think?creatively
? Providing?enthusiastic?and?encouraging?feedback?on?priorities,?objectives?and?expectations.
? Keeping?performance?and?morale?high?under?difficult?and?challenging?circumstances.
? Managing?team?dynamics?and?creating?a?culture?of?innovation?while?working?across?Departmental?and?other?boundaries?and;
? Seeking?constructive?outcomes?in?discussions,?challenging?traditional?assumptions?while?remaining?willing?to?compromise?when?it?is?beneficial?to?progress.
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Basic?qualifications
? Bachelor’s?degree?in?Computer?science,?computer?engineering?or?related?technical?discipline
? 5+?years?of?experience?as?a?software?developer
? 3+?years?managing?development?vendors?or?as?a?project?manager
? 2+?years?experience?managing?people
? Software?development?experience?in?.net,?Java?script,?Java?and?C++
Essential?Qualities?and?Skills?required
? Fluent?in?Japanese?and?Mandarin.?English?conversational?level.
? Exceptional?customer?relationship?skills?including?ability?to?discover?true?requirements?underlying?feature?requests,?recommend?alternative?technical?and?business?approaches,?and?lead?engineering?efforts?to?meet?aggressive?timelines?with?optimal?solutions
? Passion?for?Service?improvement?and?love?troubleshooting
? Excellent?analytical?and?logical?skills?in?problem?solving
? Ability?to?handle?multiple?competing?priorities?in?a?fast-paced?environment?and?work?under?pressure?to?meet?deadlines
? Able?to?demonstrate?a?high?degree?of?flexibility?including?shift?and?out?of?hours?working
? Previous?experience?as?a?Team?lead?or?Manager
? Excellent?leadership?and?people?management?skills
? Excellent?written?and?verbal?communication?skills
? Willingness?to?support?and?mentor?junior?staff
? Excellent?customer?facing/customer?service?skills
? Strong,?business?and?technical?vision?along?with?organizational?skills
? Able?to?manage?sensitive?and?sometimes?confidential?information
? Self-motivation?and?able?to?take?responsibility
? Able?to?manage?and?prioritize?and?tasks?and?time?efficiently
? Able?to?demonstrate?initiative?and?a?proactive?approach?to?daily?tasks
Job?Type:?Full?Time
Job?Location:?Tokyo,?Shanghai?or?Dalian
Travel:?Extensive?travel?required?for?3-4?months?at?a?time