Soumya Bakshi
Our company’s focus on innovation and digital solutions makes the work exciting, knowing that we are making a real difference…
Japanese-Speaking Service Delivery Manager (in Tokyo, Japan)
Tokyo, Japan
(View all jobs)
Our Company
We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.
Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
The team
Hitachi Digital Services Vietnam is part of a 300 strong global delivery network, supporting Hitachi Digital Services around the globe. Our employees collaborate with teams in Japan, India, Portugal, and the US, servicing customers worldwide and working on a huge variety of projects. From cloud migration to digital modernization and advanced analytics, offering operational excellence, agile delivery, and plenty of energy to work on huge transformation projects for our customers.
The role
We are looking for a Service Delivery Manager to support service operations, customer relationships, and performance improvements. This role requires strong leadership, problem-solving skills, and fluency in Japanese (N2+).
- Support the Senior Service Delivery Manager in staffing, training, and promoting professional development and fostering a culture of high-performance.
- Assist the Senior Service Delivery Manager in reporting, Monthly Service Reviews, and performance improvements, P&L management, revenue growth, and service quality.
- Build and maintain a strong customer relationship by understanding their needs.
- Handle escalations for complex customer issues, demonstrating strong problem-solving and conflict resolution skills.
- Track service performance and customer feedback for driving improvements and corrective actions.
- Ensure timely, accurate completion of service requests, work orders, and documentation with attention to detail.
- Analyze key service metrics (response time, resolution rate, customer satisfaction) and implement continuous improvements.
- Oversee service delivery to ensure quality, and collaborate with teams to enhance satisfaction, efficiency, and business goals.
What you’ll bring
- 5+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
- Excellent communication and interpersonal skills, including fluency in Japanese (N2+), to build rapport with customers and internal stakeholders.
- Demonstrated success in customer service, handling complaints, budget management and effective marketing tactics.
- Knowledge of the service industry, service standards and applicable service regulations and labour laws.
- Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
- Excellent communication and interpersonal skills, including Japanese language, with the ability to build rapport and maintain positive relationships with customers and internal stakeholders.
- Detail-oriented with a high level of accuracy in data analysis and reporting.
- Strong problem-solving and decision-making abilities, with a customer-centric approach to resolving service-related challenges.
- A commitment to delivering outstanding customer service and a passion for exceeding customer expectations.
About us
We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.
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Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
Who We Are
We’re Hitachi Digital Services, a global digital solutions business. We’re people centric and here to power good.
Meet our People
Rachel Bailey
I take great pride in the fact that when we provide a service or solve an issue, we ensure that…
Reena Gupta
Hitachi fosters an inclusive workplace where diversity is of utmost importance. I feel respected and valued for my contributions.