Director - Program Management - IT Operations & Customer Support

Experience Range : 16 to 25 Years 

Job Location : Tokyo, Japan

Summary of Role: Require senior leaders for CSS to cater the current sizable team and considering the ongoing growth aspects. These roles are critical to managing the delivery and operations of FT projects across CSS Customer Support, with a particular focus on customer engagement and business performance in the CSS Operations space.

Note: Candidate should be bilingual, should have expertise in both English and Japanese

Key Responsibilities:

Delivery Excellence: Oversee the successful delivery of projects, ensuring they meet high standards of quality and timeliness.

Operations Management: Manage day-to-day operations to ensure efficient and effective service delivery.

Customer Engagement: Develop and maintain strong relationships with clients, ensuring high levels of customer satisfaction.

Business Performance: Drive business growth through strategic planning and execution, with a pragmatic approach to operational improvements.

Service Delivery: Take direct accountability for end-to-end service delivery, ensuring projects meet client expectations and company standards.

People Development: Foster a culture of continuous improvement and professional development among team members.

 Desired Qualifications:

Proven track record in managing large-scale IT Operations and Customer Support projects.

Extensive experience in the CSS Operations space.

Strong leadership and interpersonal skills with a focus on customer satisfaction and business performance.

Ability to strategize and implement effective solutions for business growth.

Excellent communication skills, both verbal and written along with bilingual proficiency, particularly in English.

Demonstrated ability to lead cross-functional teams and manage multiple projects simultaneously.

Given the strategic importance of these roles, we are looking for candidates who not only have the technical expertise but also embody a pragmatic approach to driving business growth through delivery excellence. Their direct accountability for end-to-end service delivery, customer satisfaction, and people development will be pivotal to our success.

Detailed JD/Skillset:

Skills & Experience:

·       Total experience of 16 - 20+ years of IT experience in space of Service delivery & Customer support industry.

·       10+ years of total experience in Customer Support, BPO Organization, IT Services and in Delivery.

·       Strong experience in Delivery with distributed teams, onsite/offshore, define and implement delivery processes, handle mix of project types and technologies.

·       Managed delivery of $15M-$20M portfolio

·       Hands on experience in delivery of large scale Technical and IT operations engagement(s) with a team of at least 200-250 people.

·       Demonstrated ability to work in a very fast paced environment, to manage multiple tasks, to adapt and deliver results in highly unstructured situations.

·       Ability to build high performing teams, mentoring team members, building a strong second line, ability to attract & retain talent.

·       Excellent customer interfacing skills and proven ability to interact with Senior leadership team from IT and Business in the customer organization.

·       Ability to provide coherent vision, strategic plans, and leadership to achieve peer/stakeholder buy-in and successful alignment with business vision.

·       Able to deal with diverse set of stakeholders and tune abstraction levels to be able to communicate effectively from a campus mind level to client program sponsor

·       Proficient in articulation, communication, and presentation.

·       Experience of at least 3-5 years in a client facing, onsite project / program management role is good to have.

 Roles & Responsibilities

·       Manage diverse and large geo-distributed teams; sizes that are in the 200+ range.

·       Accountability for managing delivery of portfolio of engagements across multiple customers in the IT operations, platform maintenance and customer support domains.

·       Manage customer relationship in the account from delivery perspective and achieve best in class satisfaction.

·       Accountable for key engagement KPIs such as Service Levels and CSAT.

·       Manage operational parameters like revenue recognition, resource utilization, attrition, gross margin, competency mix, campus talent induction etc. and manage business growth effectively.

·       Responsible for people, attrition management, career planning and development of the team. Drive domain initiatives in the delivery organization and have knowledge specific to customer business process.

·       Provide continuous monitoring methods for the stability of existing processes. Conduct regular review of project progress & report status to internal Mindtree delivery leadership. Ensure all projects are compliant to basic PM & delivery processes such as guidance, staffing, invoicing etc.

·       Conceive innovative, high value solutions for clients in areas of technology or process improvement.

·       Identify interdependencies and work to develop plausible solutions. Pro-active Risk and Escalation Management.

·       Contribute towards IG initiatives on People/Process/Technology.

·       Own and drive at least 1 medium/large proposal in the account(s).

·       Willingness to travel domestic and international on a need basis (1-2 times a year).