Description

Why WWT?

World Wide Technology (WWT) strives to make a new world happen. WWT's work benefits clients and partners as much as it does its people and community across the globe. Founded in 1990, WWT brings together strategy, deep technical expertise and world-class partnerships to help public and private sector organizations design, build and scale intelligent AI, digital, cybersecurity, cloud and infrastructure solutions. Through its Advanced Technology Center (ATC)-a
collaborative ecosystem featuring state-of-the-art hardware and software-WWT enables clients and partners to conceptualize, test and validate innovative technology and then deploy solutions at scale using its global integration and distribution capabilities. With more than 14,000 team members and over 60 locations globally, WWT's culture-grounded in core values and leadership philosophies-has been recognized by Fortune® and Great Place to Work
for its commitment to innovation, trust and creating a great place to work for all. WWT provides products and services to large enterprise, global service provider and public sector clients in up to 130 countries across six continents. Softchoice, a World Wide Technology company, supports commercial and SMB markets in the U.S. and Canada. Want to work with highly motivated individuals on high-performance teams? Join WWT today!

What is the Solutions Consulting & Engineering (SC&E) Team and why join?

The Solutions Consulting & Engineering is an organization that is customer focused and solutions Led. We deliver end-to-end and emerging solutions to drive customer value, satisfaction, increase profitability, and growth. Our success is enabled by our world-class management consulting, delivery excellence, and engineering brilliance. We embody the OneWWT mindset by bringing the right talent at the right time from anywhere within WWT to solve our customer's problems. Our goal is to bring together business acumen with full-stack technical know-how to develop innovative solutions for our customers' most complex challenges.

What will you be doing?

World Wide Technology, Inc. has an opportunity available for a Service Delivery Manager in Infrastructure Services Managed Services. This position will be focused on providing operational oversite for our Managed Services customers. Oversight includes assisting with all aspects of high-priority projects, incidents, major incidents, and service requests. This position includes an on-call rotation schedule with team members to provide 24X7 support for Managed Services. Candidates must embrace World Wide Technology's Core values (Why WWT - Culture - WWT).

Your Responsibilities

• An ability to perform monthly or bi-monthly rotational shift work (Japan Time, Japan Time +8, and Japan Time +16)
• Integrate with Managed Services teams and Managed Services customers. Specifically, you will collaborate, coordinate, and communicate with your peer Customer Service Managers, Engineers, Architects, Service Desk Representatives, as well as customer executives and supporting team members.

• Act as the escalation point for all Managed Services operational requests and issues.
• Provide operational oversight to Managed Services customers.
• Be customer-facing for daily operations.
• Attend all internal and external meetings related to assigned customers.

• Participate in onboarding new customers to operational readiness
• Have demonstrative experiences with ITIL Service Management practices, including Incident, Change Enablement, Service Request, Major Incident Management, Problem Management, Knowledge Management, and Asset Management.

• Own the delivery of managed services and are responsible for the health of the services, independently of which department or group within WWT or an OEM the services are sourced.
• Demonstrate extreme ownership for customers.
• Learn to navigate the organization quickly and effectively.

• Review all incidents, major incidents, changes, requests, problems, and all Managed Services monitoring tools for assigned customers daily, with a heavy focus on ticket and process quality.
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned customers.
• Must be able to anticipate, remediate, and report risks.
• You must act with a problem-solving mindset.

• Prepare and conduct weekly, monthly, and quarterly operations meetings for all assigned Managed Service customers.
• Work with the Operations Management team, ensuring Engineers and Architects have the proper skills and experiences to support Managed Services customers.

• Manage escalation bridges for major incidents or problems for Managed Services customers.
• Create and present Root Cause Analysis for all major Incidents and problems.
• Generate Managed Services reporting and Key Performance Indicators (e.g. MTTR).
• Learn, follow, and improve processes and compliance functions.
• Create and update documentation including Standard Operating Processes and Procedures.
• Perform training for new employees.
• Build, develop, and maintain OEM and Vendor relationships.

Your Soft Skills

• Confidence in yourself
• Open to learning and changing behaviors
• Can tell a story when presenting. You will need to do more than read slides during presentations.
• Have a high EQ (can read the room)
• Perform required reading and actively participate in the book club.
• Be trustworthy and trust your team members
• Proactive
• Humble
• Embrace change
• Passionate
• Positive attitude
• Be a team player
• Honesty

Education

• Bachelor's Degree in Business, IT, or related field or equivalent experience

Certifications

• ITIL Foundations or higher certification is highly desirable.

Work Experience

• 5+ years of Incident Management, Problem Management, or Crisis Management experience required.
• Exposure to technology projects and project management.

Specialized Knowledge, Skills, and Abilities

• Must be fluent in Japanese - Credentialed or certified at an N2 level or better. Alternatively, the candidate must be able to demonstrate a command of Japanese speaking, writing, and presenting skills. The candidate will be interviewed in Japanese by a native speaker.
• Must possess C2 in CPE (Cambridge Proficiency Exam) or IELTS (International English Language Testing System ) at a band level of 7 or higher or proficiently able to demonstrate a command of English speaking, writing, and presenting. The candidate will be interviewed in English by a native speaker.
• Advanced Skills in MS Office applications including Excel, Word, OneNote and Outlook
• ServiceNow and SharePoint experience is a plus.
• Ability to work independently and aggressively track incidents
• Excellent documentation skills and attention to detail
• Ability to communicate well with customers and co-workers
• Ability to work in a team environment
• Strong problem-solving skills
• Strong communication skills (written, verbal, and presentation)

Want to learn more about Infrastructure Services? Check us out on our platform: WWT Infrastructure Services

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Health, dental, and vision care, onsite health centers, Employee Assistance Program (EAP), wellness program, virtual physical therapy, and nutrition and related motivational coaching.
• Financial Benefits: Competitive pay, profit sharing, 401k plan with company matching, life and disability insurance, tuition reimbursement
• Paid Time Off: PTO & holidays, parental leave, sick leave, military leave, bereavement
• Additional Perks: Nursing mothers benefits, voluntary legal, pet insurance, employee discount program

Diversity, equity, and inclusion is more than a commitment at WWT -- it is the foundation of what we do. Through diverse networks and pipelines, we have a clear vision: to create a Great Place to Work for All. We believe inclusion includes you. Be who you are at WWT!

WWT is an Equal Opportunity Employer.

Want to learn more about Infrastructure Services? Check us out on our platform: WWT Infrastructure Services

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best.

We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program.
• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement
• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement
• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

Note: This is not an all-encompassing list and should not be used as a complete description of the plan's benefits.

We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for allIf you require accessibility accommodation(s) or adjustment during any stage of the hiring process, please let your WWT Recruiter know.

The recruiter will work with you to understand you needs and help ensure an accessible experience throughout the interview process.

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