Market Service Delivery Manager

Position Purpose

As a manager, you will be responsible for overseeing the Market Service Delivery teams in Japan and Taiwan. In Japan, the team consists of the service desk, operations, and procurement teams, while in Taiwan, the team is limited to the service desk. Your key role will be to ensure the efficient operation of these teams, providing essential support and services to various stakeholders, including employees at headquarters, franchise partners, managers, store crews, and counterparts in other markets. Additionally, you will be tasked with establishing, maintaining, and continuously improving systems and processes to ensure these services are delivered effectively and consistently.

Major Responsibilities

• Oversee the service desk operations, ensuring L1 support serves as the primary IT contact for users.
• Manage the operations team, responsible for L2 support escalations, new store equipment installations, and routine IT tasks.
• Supervise the procurement team, covering tasks such as cost estimation, ordering, payments, inventory, contract, and vendor management for both headquarters and stores.
• Lead or participate in internal and external projects, representing the team or the department as needed.
• Ensure services are delivered at agreed-upon levels with senior management, and establish or refine processes to maintain these standards.
• Develop and manage the budget for all activities under your supervision.
• Manage billing and margin for franchisees.
• Oversee resource allocation and performance management of the team.
• Align team capacity with business growth, managing resources appropriately.
• Continuously improve and streamline operations, including evaluating, implementing, and testing tools and applications to enhance efficiency.

Key Customers

Internal: Management team, headquarter staffs, store crews, franchise partners, and IT departments in other markets
External: Business partners, potential partners, development vendors, and service providers.

Required Skills, Experience, Certifications

Must-have :

• Over 3 years of experience managing operations of a service desk team or a technical support team for internal users.
• ITIL v3 or ITIL 4 Foundation certification or equivalent knowledge.
• Strong understanding of IT General Controls (ITGC/GITC).
• 5+ years of experience with Office 365, including data processing and report creation.
• 3+ years of project management experience, either leading or participating in projects.
• Basic knowledge of accounting and bookkeeping principles.
• Solid understanding of procurement processes and the necessary controls.

Preferred :

• General knowledge of POS system peripherals and equipment.
• Familiarity with cloud solutions like AWS and Azure.
• Understanding of Microsoft products (Windows 10/11, Windows Server 2016/2019, SQL Server).
• Basic knowledge of network equipment.
• Familiarity with mobile devices and Mobile Device Management (MDM).
• Experience with Atlassian products, such as Jira Service Management, JIRA, and Confluence.

Key Competencies

• Strong leadership skills to engage and involve team members effectively.
• Ability to provide hands-on support when needed, while appropriately delegating and managing tasks within the team.
• Consistently promote cross-departmental collaboration and communication, avoiding a siloed approach.
• Proactive mindset, continuously seeking to learn and apply new technologies and processes to improve operations.

Key Results, KPI

• Service desk performance metrics, such as call response rate, first-call resolution rate, and overall resolution rate.
• Project success rate, measured by delivering agreed-upon quality, on time, and within budget.
• Error rates in new store setups and routine operational tasks.

Language Requirements

Japanese: Native proficiency
English: Business proficiency
Chinese: Preferred

Travel Requirements

Frequency: Less than once a month
Locations: Various Domino’s Pizza stores across Japan