Recruitment Background:
Our Capgemini CIS team focused to assist and implement the modernization measures on our customers to realize a society that is adaptive to new technologies and redesign the strategies about how to operate and deliver value to their end customers and stakeholders.
Help the customer to embrace digital technologies fosters a culture of innovation within the organization. Digital transformation can lead to significant cost savings by optimizing operations, reducing waste, and improving resource management.
For this position, The EUC Operations Service Delivery Manager acts as the primary Relationship Owner, liaising between Capgemini’s Service Delivery Director (SDD) and the customer, while managing EUC support operations across Japan and APAC. This role encompasses responsibility for all contractual baseline services, including device deployments for designated Client's locations.
You will be part of a diverse team of industry experts creating innovative and sustainable solutions to support our clients with the digital transformation of their business.
Capgemini CIS Department overview:
At Capgemini CIS, we work across multiple industries, leveraging digital technology to deliver value to our clients across multiple portfolios, acting as a backbone of digital transformation.
We provide the secure foundations that allows an organisation to run the applications that underpin their business.
Whether a client’s strategy is to modernise their datacentres or move completely to cloud our portfolio allows us to offer a diverse range of solutions.
Be part of a team that enables transformation by providing secure foundations for a business to succeed.
Position Overview
- Role: EUC Operations Service Delivery Manager (SDM)
- Location: Tokyo (5 days a week onsite)
- Scope: Responsible for client relationship management, leading EUC support team, and direct people management.
Job Description:
- Client end-users support (software and hardware break-fix)
- Staff availability for overtime and events
- Device refresh, new hire setups, and replacements
- Comprehensive reporting, including SLA and KPI oversight for each region
- Experience: Minimum of 3 years as an IT Manager in a Managed Service environment, with 8-10+ years in IT management.
- Education: Bachelor’s degree (BA/BS) or equivalent practical experience.
- Strong attention to detail, superior customer service skills, and proven staff management abilities.
- A proactive, positive attitude, with a resilient and flexible management style.
- Excellent written and verbal communication skills.
- Demonstrated ability to manage time, resources, and meet daily delivery requirements.
- Maintain composure and professionalism under pressure.
Responsibilities:
- Oversee end-to-end EUC services and operations across Japan and APAC.
- Lead and support a team dedicated to the technology needs of Client, essential to daily operations.
- Maintain high-quality service levels, in alignment with contractual SLAs and KPIs.
- Develop and uphold processes and procedures to deliver seamless end-to-end EUC services.
- Manage the operational environment, set performance targets, and ensure effective service delivery.
- Establish continuity plans for system and service recovery during outages or disasters.
- Conduct data analysis, collate findings, and present insights to Capgemini’s Senior Service Delivery Director.
Behaviours:
- Punctuality: Excellent time management and consistent in-office presence.
- Flexibility: Willingness to handle diverse tasks across EUC responsibilities.
- Client and Company Alignment: Balance client needs while upholding Capgemini’s interests.
