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Consultant, Client Relationship Management

Dell Technologies

Dell Technologies

Customer Service
Tokyo, Japan
Posted on Sunday, June 9, 2024

Consultant, Client Relationship Management

Location: Tokyo

Job Description :
• Actively manage, plan, prioritize, and follow-up on all phases of project work and change requests ensuring that personnel efforts are focused on business priorities.
• Lead a team to manage and monitor all elements of infrastructure managed service operations proactively to ensure availability and stability of the IT infrastructure supporting clients’ core business.
• Ensure that the expectations of the designated clients with respect to services provided by the Technology organization are managed appropriately.
• Report on program performance at local and global levels (have the ability to effectively communicate factual information to project team, executives project stakeholders)
• Develop and enhance relationships with clients, actively managing expectations & monitoring satisfaction levels.
• Act as the Single Point Of Contact (SPOC) to provide support and advice to client.
• Act as the escalation point to high priority support calls / service requests.
• Manage critical incident and user communications to key stakeholders.
• Improve Service Quality and Customer Satisfaction, implement service improvement initiatives.
• Monitor and execute Global IT policies, security and standards.
• Experience in budgeting, finance analysis and forecasting.

Desired Skills and qualifications:
• Excellent Japanese and English written and verbal communication skills.
• Minimum 6+ years of experience progressively responsible experience in technology service/support management, preferably in IT infrastructure as a service project of high complexity with international team cooperation.
• Experience in architecting the Technology infrastructure via understanding of on-premises and cloud-based infrastructure components.
• Experience in creating, implementing and Service Management policies and their underpinning workflows.
• Good understanding of IT service management tools such as ServiceNow, Remedy, Jira, Confluence.
• ITIL v4 certification is preferred.




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ITIL v4 認定を持っている方は優先的に考慮します。