💼 About This Role

You'll lead and manage a ~30-person IT operations team, driving service quality and productivity improvements. You'll own SLA/KPI management and organizational development while standardizing ITSM/ITIL processes. This role offers the chance to shape a rapidly growing global startup from Japan.

🎯 What You'll Do

• Direct management of 5-10 SV/leader staff
• Indirect management and development of 20-30 team members
• Oversee service delivery quality and SLA achievement
• Drive process improvement and standardization based on ITSM/ITIL

📋 Requirements

• 7+ member team management experience for 3+ years
• 20+ member organization leadership experience
• BPO/outsourcing operations experience for 3+ years
• IT operations/help desk experience for 3+ years

✨ Nice to Have

• ITIL Foundation certification or higher
• Ticket system experience (Jira/ServiceNow)
• Call center/help desk management experience