On-Site IT Support Product Manager

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Job details

Company overview

Our client is a global healthcare corporation. Driven by its mission and aspirations, the organization is fully committed to safeguarding public health. This commitment is demonstrated through ongoing endeavors involving the research, development, importation, manufacturing, and distribution of medicines and vaccines. Its parent company is headquartered in the United States.

Responsibilities

• Enhancing User Experience through High-Quality Deskside Support: Deliver cost-effective deskside support services while ensuring high-quality end-user computing equipment management. This includes laptops/desktops, mobile devices, networks, and telephony across all business divisions, focusing on user satisfaction and seamless end-of-life processing
• Supplier Relationship Management for Optimal Service Delivery: Oversee supplier partnerships to ensure service delivery adheres to contracted terms, with a strong focus on standardization and user experience improvement
• ITSM Tool Support Focused on User Needs: Provide support for Incident, Problem, and Knowledge Management within the Deskside Support teams, prioritizing user-centric solutions
• Collaboration for Enhanced Self-Service: Work closely with the Other product managers in our Product line (Service Desk, Executive Support, Meeting Guidance and solutions, Knowledge management, and 3rd Level Operations) to implement shift left strategies, aiming to reduce costs and improve self-service for end-users
• Technical Strategies for User-Centric Efficiency: Develop and implement technical strategies that enhance the efficiency and effectiveness of the end-user experience
• Partnership for Streamlined IT Service Delivery: Work with divisional IT teams and business units to ensure IT services align with business requirements and are delivered efficiently
• Budget Management Focused on Efficient Services: Manage and forecast budgets for Onsite IT Support Product expenses, prioritizing cost-effectiveness and service quality
• Leadership in IT Projects for Enhanced Services: Engage in global and regional IT projects, ensuring maintenance, troubleshooting, and enhancements meet company standards and contribute to service improvement
• Project Leadership for Technology and Business Initiatives: Lead in IT or business projects like PC lifecycle, mobile device upgrades, and site consolidations, focusing on streamlined processes and efficient outcomes
• Support in Mergers and Acquisitions for Seamless Integration: Assist in mergers and acquisitions, focusing on equipment optimization and establishing effective IT services in new locations
• Upholding Standards and Best Practices: Ensure adherence to standards, policies, and methodologies, maintaining best practices in business and computing to foster a cohesive environment
• Demonstrating Resourcefulness and Effective Task Management: Show strong capability in regional and divisional leadership, with a focus on detail, prioritization, and execution in a high-pressure environment
• Product Management: Maintain clear vision and roadmap for the On-Site support product. Create and execute yearly OKRs and manage Backlog
• Comprehensive Personnel Management: Oversee all aspects of team management for direct reports, including recruitment, performance evaluation, career growth, coaching, training, and necessary termination procedures
• Fostering a Progressive Workplace Culture: Cultivate an environment that encourages innovation, transformation, and experimentation, balanced with a commitment to delivering exceptional customer experiences and ongoing improvement

Requirements

Qualifications, Skills & Experience

• 5–7 years of relevant IT experience
• 3 years of leadership experience in a matrix and global environment
• Experienced with Supplier Management and Stakeholder Management
• Understanding of end user computing support in a Managed Service environment
• Strong understanding of ITSM and ITIL frameworks
• Strong understanding of SDLC methodologies
• Strong experience with capital and expense planning and budget monitoring
• Excellent written and verbal communications skills in English
• Excellent negotiation and presentation skills
• Able to effectively communicate across multiple cultures and levels
• Experienced leader able to embrace both tactical and strategic thinking
• Experience in working in a Product Model environment

Salary

8 - 12 million yen

Location

Tokyo