Manager in Tokyo with Colt Technology Services


Colt provides network, voice and data center services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Service and Contract Manager

Job location: Tokyo,

Colt provides network, voice and data center services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

The role:

Service Management of large scale, strategic Network customers working to contractual obligations and customer expectations.

Key accountabilities:

Service Management

  • Autonomous delivery of Service Management activities contracted by the customer underpinned by ITIL capabilities, specific tools and complementary resources.
  • Ensure that the service is being delivered end to end against contractual obligation, to the required level of operational performance and quality.
  • En addition during billing as per contract and swift resolution of any issues that may arise.In addition ensuring any payment schedules such as annual indexation are managed in a timely manner.
  • Analyze operational performance and proactively seek and recommend to Network business improvements in-line with the changing business requirements.
  • Own and drive continuous service improvements to constantly enhance the customers experience and work with local teams to implement.
  • Manage customer escalations to closure, ensuring that the customer relationship is maintained at all the different levels within the hierarchy
  • Manage overall customer reporting looking at ways to improve data shared with customer.Ensure full understanding of what is being communicated and areas of improvement to reporting.
  • To be involved in implementation of services, work closely with the Project Manager to ensure seamless handover and acceptance

Contract Management

  • Handle the formal governance of the customer contract and manage changes against baseline.
  • Work with Account Director and virtual team to identify and manage opportunities to increase revenues and margin of customers where applicable.
  • Track the interpretation of business requirements into contractual provisions, identify and monitor exceptions
  • Maintain contract governance and P&L management of the customer. Increase profitability by taking active action to optimize cost structure
  • Monitor contract performance, agree on reporting format and metrics and prepare reports a regular basis.
  • Legal and risk management, deployment of mitigation strategies

Relationship Management

  • Accountable for customer experience.Assure customer loyalty and increase customer satisfaction (CSAT) and reference ability of assigned customer
  • Build relationships of trust and respect with key customer stakeholders providing the basis for Network’s success; proactively look for ways to expand and improve the relationship wherever possible
  • Implement and maintain a governance model to manage an assigned customer throughout the lifecycle of the contract
  • Be the central point of contact for the customer, act as their advocate and influence Colt’s organization on their behalf
  • Keep the relationship open and constructive, aiming to resolve or ease tensions and identify problems early
  • Promote understanding of the customer business to anticipate and proactively respond to new business demands
  • Support Account Development Planning process throughout customer life cycle.
  • Drive the organization of forums, working groups, seminars, road shows, training sessions, and other relationship activities to help the customer in the evolution of their service requirements

What you will need to succeed:

Preferred skills

  • Possess strong organizational skills and ability to provide direction to a virtual team, used to work in an international environment and matrix management of multidiscipline teams
  • Adept at working in a fast moving and changing environment
  • Self-motivated and flexible with a “can do” attitude
  • Excellent verbal and written communication skills, ability to prepare and deliver professional presentations, also to C-level
  • ITIL V4, Prince or equivalent.
  • Absolute customer, service and quality focused.
  • Minimal Bachelor’s degree or equivalent experience
  • Proficient English/Japanese language
  • Flexibility in travel and working hours

Experience

  • In depth experience in the functions of service management and/or customer relationship management or similar role
  • 7+ years of proven experience in Network Infrastructure Environment preferably.
  • Proven experience of working at senior level management both internally and with the customer
  • Proven experience in continuous improvement activity.
  • Proven experience in managing solutions for big and complex customers
  • Solid financial acumen, experienced in managing a P&L
  • Experience of negotiating complex solutions and gaining necessary internal approvals
  • Supervisory experience preferred.

What we offer:

Colt is a growing business that is investing in its people.We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

  • Flexible working and relaxed dress code
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • Free drinks
  • public transport allowance

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