基本信息

国家
Japonsko
城市
东京
职位编号
44556
部门
Infor Consulting Services
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

描述和要求

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.

关于Infor

Infor是面向特定行业市场的企业提供商业云软件产品的全球领导者。Infor在云中构建完整的行业套件，并有效地部署将用户体验放在首位的技术，利用数据科学，并轻松集成到现有系统中。全球超过60,000家组织依靠Infor来帮助克服市场中断并实现全业务范围的数字化转型。 
更多信息请访问www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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