Allgemeine Informationen

Land
Japan
Stadt
Tokio
Job-ID
44556
Abteilung
Infor Consulting Services
Beruflicher Werdegang
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Beschreibung & Anforderungen

The Service Delivery Manager (SDM) is responsible for the successful delivery of Infor Managed Services (IMS) to clients, working closely with internal delivery teams and project resources to ensure seamless execution. This role plays a key part in supporting the growth of the Managed Services business in Japan, by actively collaborating with the sales team to help close new opportunities and engaging with internal Infor departments to align resources for service delivery.

The SDM will be instrumental in articulating and whiteboarding IMS service solutions for prospective clients, providing budgetary estimates on effort and cost, and partnering with sales and client stakeholders to secure and finalize deals.

Post-sale, the SDM owns the service delivery lifecycle for assigned customers—ensuring high levels of customer satisfaction, while also maintaining strong financial performance and healthy profit margins. The role requires strong business acumen, particularly in managing P&L, along with the ability to foster and manage long-term client relationships.

Ultimately, the SDM is a key driver in expanding Infor’s customer base in Japan, contributing directly to revenue growth and business success in the region.

Essential Duties
  • Take full ownership of IMS contracts and ensure end-to-end delivery of services in alignment with contractual obligations by collaborating effectively with internal delivery teams.
  • Ensure all contracted services are delivered in accordance with the IMS contract scope and adhere to agreed tactical and operational procedures.
  • Collaborate with Service Operations Managers (SOMs), Resource Planners, and third-party vendors to coordinate seamless service delivery across all involved teams.
  • Maintain and improve service quality through regular audits, process improvements, and adherence to organizational standards.
  • Drive continuous service improvements by developing and managing Service Improvement Plans (SIPs) and resource allocation strategies to optimize quality, operational efficiency, and profit margins.
  • Act as the primary escalation point for customers, SOMs, third-party providers, and the broader GPS organization concerning IMS service delivery.
  • Own and perform contract management activities, including timely renewals and the maintenance of contract documentation, Dossier Agreements, and customer-specific procedures.
  • Prepare and present comprehensive operational and financial performance reports, including dashboards and other required metrics.
  • Organize and participate in internal and external tactical governance meetings as defined in the customer governance model.
  • Coordinate with internal stakeholders and external auditors to ensure successful audit outcomes by providing necessary information and support.
  • Design and plan the delivery of additional IMS services to meet evolving client needs.
  • Support IMS business development efforts by contributing to revenue growth through content expertise and budgeting support during the sales process.
  • Foster strong client relationships and secure customer references by ensuring consistent service excellence.
  • Drive high levels of customer satisfaction through proactive engagement, issue resolution, and delivery performance.
  • Manage the expectations and needs of high-demand clients within contract scope, handling escalations professionally and coordinating cross-functional teams to resolve issues efficiently.
  • Candidate is to work from Infor Japan Tokyo office and is not remote-working.

Basic Qualifications 

Education:
  • Bachelor's degree in Information Technology, Computer Science, Business Administration, is required.
  • Master’s degree in Information Technology, Computer Science, Business Administration, or equivalent is considered as strong advantage
Professional Experience:
  • 7  years of experience in IT service delivery or operations, with at least 3 years in a client-facing Service Delivery Manager or similar leadership role.
  • Proven experience in managing delivery of cloud-based ERP solutions in a managed services or SaaS environment.
  • Strong understanding of ERP systems, cloud infrastructure, IT service management (ITSM) frameworks, and customer success practices.
  • Experience coordinating cross-functional teams, third-party vendors, and internal stakeholders to ensure service excellence.
  • Demonstrated ability to manage SLAs, KPIs, contract obligations, and continuous improvement initiatives.

Skills:
  • Must be a native Japanese speaker (Read/Write/Speak) and should be able to Read/Write/Speak in English too.
  • Strong communication, stakeholder management, and problem-solving skills.
  • Must be good in Microsoft office applications (Excel, Word, Powerpoint)
  • Business acumen with a focus on service profitability, efficiency, and customer satisfaction.
  • Ability to manage escalations and complex service delivery challenges in a high-demand, fast-paced environment.

Preferred Qualifications 
Certifications (Preferred/Desirable):
  • ITIL Foundation or higher (e.g., ITIL v4 Managing Professional).
  • Project Management certifications such as PMP, PRINCE2, or Agile/Scrum certifications.
  • Cloud platform certifications (e.g., AWS Certified Solutions Architect, Microsoft Azure Fundamentals, or Google Cloud Associate).
  • ERP platform certifications (e.g., Infor, SAP, Oracle, or NetSuite) are highly desirable.

Über Infor

Infor ist ein weltweit führender Anbieter von Business-Cloud-Softwareprodukten für Unternehmen in branchenspezifischen Märkten. Infor entwickelt komplette Branchensuiten in der Cloud und setzt effizient Technologien ein, die die Benutzererfahrung in den Vordergrund stellen, Data Science nutzen und sich problemlos in bestehende Systeme integrieren lassen. Mehr als 60.000 Unternehmen weltweit vertrauen auf Infor, wenn es darum geht, Marktstörungen zu überwinden und eine unternehmensweite digitale Transformation zu erreichen.nbsp;
Weitere Informationen finden Sie unter www.infor.com 

Unsere Werte

Bei Infor streben wir ein Umfeld an, das auf einer Geschäftsphilosophie Principle Based Management™ (PBM™) und acht Leitprinzipien basiert: Integrität, Stewardship &; Compliance, Transformation, prinzipientreues Unternehmertum, Wissen, Bescheidenheit, Respekt, Selbstverwirklichung. Die zunehmende Vielfalt ist wichtig, um unsere Märkte, Kunden, Partner und Gemeinschaften, in denen wir jetzt und in Zukunft tätig sind, widerzuspiegeln.

Wir engagieren uns unermüdlich für eine Kultur, die auf PBM basiert. Basierend auf den Prinzipien, die es einer freien und offenen Gesellschaft ermöglichen, zu gedeihen, bereitet PBM™ den Einzelnen darauf vor, innovativ zu sein, sich zu verbessern und zu transformieren und gleichzeitig eine gesunde, wachsende Organisation zu fördern, die langfristigen Wert für ihre Kunden und Unterstützer und Erfüllung für ihre Mitarbeiter schafft.

Infor ist ein Arbeitgeber, der sich für Chancengleichheit einsetzt. Wir setzen uns dafür ein, ein vielfältiges und integratives Arbeitsumfeld zu schaffen. Infor diskriminiert Bewerber oder Mitarbeiter nicht aufgrund ihres Geschlechts, ihrer Rasse, ihrer Geschlechtsidentität, ihrer Behinderung, ihres Alters, ihrer sexuellen Orientierung, ihrer Religion, ihrer nationalen Herkunft, ihres Veteranenstatus oder eines anderen gesetzlich geschützten Status.

Bei Infor schätzen wir Ihre Privatsphäre, deshalb haben wir eine Richtlinie erstellt, die Sie hier lesen können..

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