Service Delivery Manager - Japanese Bilingual

Role Overview
We are looking for a Service Delivery Manager – Japanese Bilingual to manage strategic customer relationships and ensure high-quality delivery of cybersecurity-related services. The role focuses on maximizing customer satisfaction and loyalty, proactively identifying opportunities to improve customers' cybersecurity posture, and supporting business growth through account development and cross-functional collaboration.

The successful candidate will manage complex customer relationships, independently handle challenging stakeholder situations, identify opportunities for service expansion, and contribute to the continuous improvement and professional development of the Service Delivery Management team.
This is a senior-level role, typically requiring 5–10 years of professional experience, with strong expertise in service delivery, customer management, stakeholder management, and cybersecurity-related services.
Key Responsibilities

Customer & Service Delivery Management

• Own and maintain strong relationships with assigned customers, including high-impact and strategic accounts.
  
• Act as a key point of contact for customers and ensure their service delivery needs are effectively addressed.
  
• Maximize customer satisfaction, engagement, and long-term loyalty.
  
• Proactively gather and respond to customer feedback.
  
• Monitor customer satisfaction indicators and take appropriate actions to address concerns and improve service experience.
  
• Independently manage customer issues, conflicts, and challenging conversations through effective resolution and stakeholder management.
  

Cybersecurity Service Advisory

• Develop a strong understanding of customers' cybersecurity needs, challenges, and priorities.
  
• Proactively engage customers on opportunities to improve their cybersecurity posture.
  
• Work with relevant cybersecurity and business teams to identify appropriate services and solutions.
  
• Translate customer requirements and security needs into actionable service delivery initiatives.
  
• Maintain a strong understanding of the cybersecurity services and solutions being delivered to customers.
  

Account Growth & Business Impact

• Identify opportunities for upselling and cross-selling based on customer needs and service requirements.
  
• Work closely with relevant commercial and business teams to develop customer opportunities.
  
• Understand customer priorities and identify opportunities where additional services can provide value.
  
• Contribute to customer retention, account growth, and overall business impact.
  

Stakeholder & Conflict Management

• Manage relationships with customers, internal teams, and senior stakeholders across complex engagements.
  
• Resolve conflicts and difficult customer situations independently whenever possible.
  
• Influence stakeholders to reach agreement on appropriate approaches, practices, and solutions.
  
• Facilitate discussions involving competing priorities, service issues, and customer expectations.
  
• Build strong working relationships with internal business and delivery teams to ensure customers receive effective support.
  

Service Delivery Team Leadership & Coaching

• Contribute to the continuous improvement and professional development of the Service Delivery Management team.
  
• Coach and provide guidance to junior and mid-level Service Delivery Managers.
  
• Take a lead role in team discussions and contribute practical expertise and experience.
  
• Share effective approaches, lessons learned, and service delivery practices across the team.
  
• Serve as a positive example of professional service delivery, ownership, initiative, and collaboration.
  

Innovation & Continuous Improvement

• Identify and lead impactful improvements within the Service Delivery Management function.
  
• Independently initiate and implement initiatives that improve team effectiveness, customer experience, or service delivery quality.
  
• Challenge existing processes and identify opportunities for greater efficiency and business impact.
  
• Collaborate with relevant teams to implement improvements from concept through execution.
  

Required Qualifications & Experience

• 5–10 years of professional experience, preferably in Service Delivery Management, Account Management, Customer Success, IT Service Management, or a related technology services environment.
  
• Strong experience managing enterprise customers and complex stakeholder relationships.
  
• Professional fluency in Japanese and English, with the ability to communicate effectively with both customers and internal stakeholders.
  
• Experience handling challenging customers, difficult conversations, escalations, and conflicts.
  
• Strong understanding of service delivery principles and customer relationship management.
  
• Ability to independently manage complex assignments without relying on established frameworks.
  
• Demonstrated ability to influence stakeholders and gain agreement on new approaches, practices, and solutions.
  
• Strong analytical and problem-solving capabilities.
  
• Strong communication, presentation, negotiation, and collaboration skills.
  
• Ability to work effectively in a fast-paced, customer-focused environment.
  
• Willingness to work on a schedule aligned with business/customer requirements, including shifting schedules when needed.
  

Strongly Preferred Experience

• Experience delivering or managing cybersecurity services or technology security solutions.
  
• Experience working with cybersecurity consulting, managed security services, security assessment, security operations, or related technology services.
  
• Experience managing Japanese enterprise customers or customers across Japan/APAC.
  
• Experience in a global technology, cybersecurity, IT services, consulting, or managed services organization.
  
• Experience managing strategic or high-value customer accounts.
  
• Experience with customer satisfaction metrics such as NPS, retention, or account growth metrics.
  
• Experience identifying and developing upsell and cross-sell opportunities.
  
• Experience coaching or mentoring junior/mid-level Service Delivery Managers or account-facing professionals.
  

Core Skills & Competencies

Customer & Commercial

• Customer Relationship Management
  
• Strategic Account Management
  
• Customer Retention & Loyalty
  
• Upselling & Cross-Selling
  
• Customer Satisfaction Management
  
• NPS / Customer Feedback
  
• Customer Escalation Management
  

Service Delivery

• Service Delivery Management
  
• IT Service Management
  
• Service Performance Management
  
• Stakeholder Management
  
• Issue & Escalation Management
  
• Service Improvement
  
• Customer Experience
  

Cybersecurity

• Cybersecurity Services
  
• Cybersecurity Risk Awareness
  
• Security Service Delivery
  
• Cybersecurity Consulting / Managed Services
  
• Understanding of Customer Security Requirements
  

Leadership

• Coaching & Mentoring
  
• Conflict Management
  
• Negotiation & Influence
  
• Technical/Business Discussion Facilitation
  
• Continuous Improvement
  
• Team Collaboration
  

Languages

• Japanese – Business/Professional Fluency
  
• English – Business/Professional Fluency