Service Manager

Sr. Regional Service ManagerResponsible for managing day to day activity of our field delivery personnel and ensuring customer retention and loyalty. Works as a peer with the Global Operations Manager, ensuring field staff operate within established company/functional policies, procedures and guidelines. Ensures that established field service metrics are met. Recruits staff and plans for future succession. Develops strategies to protect install base from competitors by ensuring quality service delivery and industry high customer satisfaction. Ensures service readiness for all new customers by providing project management from contract initiation through implementation and ongoing support.What you’ll be doing:Operational LeadershipTake full ownership of field service delivery operations in Japan, maintaining clear oversight of service performance, team capability, and account health — including proactive identification and management of any accounts at risk.Provides leadership and day to day oversight of field service delivery operations.Manages all pro and reactive activities, ensuring all operational metrics that are set by the Area Vice President are met or exceeded.Ensures compliance with established functional policies and procedures.Ensures adequate staff with appropriate capabilities to meet company needs.Conducts periodic assessment of productivity and implements corrective actions as needed.Provides an annual written performance evaluation for each of his/her employeesDevelops service plans for entry into new geographies.Ensures local skillsets meet service requirements and recommends training or additional resourcesPrepares and presents incident review reports when requiredConducts periodic assessments of productivity and implements corrective actions as neededManages a diverse and complex scope of support issuesSales Partnership and Revenue ProtectionDevelops strong, interactive relationships with the sales organization and other strategic business units.Works directly with sales team in transitioning opportunities to service deliveryParticipates in pre-sales discussions to ensure service delivery preparednessPartner with regional sales and customer success leadership to develop strategies that improve customer retention, expand customer relationships, and protect recurring revenueParticipate in account planning activities for strategic and high-value customersSupport renewal and growth opportunities by providing operational insight, service performance data, and risk assessmentsIdentify at-risk customers and jointly develop recovery and retention plans with Sales and Customer Success leadershipProvide operational guidance during opportunity qualification, solution design, contract reviews, and service transition planningPartner with Sales leadership to forecast requirements and service readiness for new business opportunitiesServe as the advocate for Operations within the Sales organization and the voice of the customer within Operations.Strategic Account Management Provides account management for assigned major and strategic accountsIdentifies customer reporting requirements including criteria and frequencyAct as the senior operational executive for assigned strategic accountsEstablishes executive-level customer relationships to increase customer satisfaction, retention, and loyaltyConducts regular operational business reviews with major customersDevelops and executes account service improvement plans where requiredMaintains a strong understanding of customer business objectives, IT strategies, pain points, and operational risksCustomer Success ResponsibilitiesEnsure successful transition of new customers from contract award through implementation and steady-state supportMonitor customer health indicators and service performance trends to proactively drive improvementsCollaborate with Sales, Service Delivery, and Customer Success teams to improve customer outcomes and overall customer experience, including recommending customers for enrolment in appropriate support and success programs.Lead customer escalation management efforts for strategic accountsPeople LeadershipProvides annual written performance evaluations for employeesProvides ongoing performance feedbackProvides daily coaching and guidanceConducts weekly or bi-weekly one-on-one meetingsApproves employee time-off requests and timecards where applicableIdentifies training needs and supports employee developmentFosters teamwork, diversity, and respect across teams, customers, and vendorsEnsure team members adhere to company best practices, processes, and escalation management procedures, providing guidance and corrective action where required.Other duties as assignedWhat we’re looking for:Fluent in both Japanese and English, with the ability to communicate clearly and professionally in both languages, in writing and verbally.Strong project management skills.Consistently practices strong organizational, communication, negotiation, and problem-solving skills.Strong understanding of the Japanese IT infrastructure combined with international exposure or experience working across global organizations.Demonstrated ability to navigate Japan-specific challenges while aligning with the standards and processes of a global, US-headquartered organization, taking a solution-oriented approach to local needs.Able to effectively communicate, work, and coordinate with responsible teams outside of Japan, clearly explaining local challenges and driving them through to solutions.Proven ability to build strong working relationships with key teams and leaders both across APAC and globally.Education:Bachelor’s degree required.Travel:10%If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707. Park Place Technologies is an Equal Opportunity Employer M/F/D/V. Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.